1 of 1 SLA Jobs in Derby

optimize workflows. Oversee resolution of technical issues and proactive user communication. Build strong relationships with internal and external customers. Manage budgets, vendor relationships, and SLA compliance. Ensure quality control, risk management, and business continuity. Foster continuous improvement, collaboration, and adoption of AI/automation initiatives. Stay current with ITSM … development expertise. Knowledge of ITIL framework and ITSM best practice. Experience in budget management, supplier management, and cost control. KPIs/Metrics Service Desk SLA compliance First Line Resolution rate Ticket response and resolution times User satisfaction scores (CSAT) Adoption rate of AI/self-service solutions Cost efficiency ...