14 of 14 SLA Jobs in the East Midlands

both independently and collaboratively within a team Key Responsibilities Delivering 2nd line support remotely and occasionally on-site as required Managing open tickets within SLA, maintaining ownership until resolution Collaborating with team members, clients, and suppliers to resolve issues and manage expectations Creating, updating, and reviewing knowledge base articles Acting ...

strategic contribution: Lead a team of engineers, including 1:1s, PDRs, performance management and development discussions. Allocate work, ensure resource alignment and maintain SLA/KPI compliance. Act as a senior engineer and escalation point for technical queries. Support End User MIs as a technical specialist. Approve high-risk technical ...

investigative approaches and evidence handling Who you are: Proven background within a SOC or equivalent operational security function Demonstrable ownership of incidents within demanding SLA environments Strong working knowledge of SIEM, EDR, and email security platforms Practical experience with Microsoft XDR technologies Ability to create and tune detections using ...

Support disaster recovery and business continuity planning and testing Contribute to audit, compliance, and regulatory activities Manage and challenge third-party suppliers to ensure SLA adherence Promote continuous improvement and operational excellence About You We are looking for a technically strong leader who combines hands-on infrastructure experience with ...

Accountable for proactively managing and prioritising ticket queue and ensuring that all incidents and requests are accurately logged and updated in accordance with our SLA's and procedures within our ITSM system. * Contribute effectively to the establishment and maintenance of the Platform departmental knowledge, documenting clear instructions and known fixes. ...

schedule adherence using NICE Workforce Management and escalate when needed. Maintain Service Desk Engineer schedules to ensure operational coverage. Manage WFI rules to maintain SLA performance. Produce intraday, daily, weekly and monthly reporting for leaders and stakeholders. Support the upkeep of our telephony platform, ensuring skills, profiles and channels remain ...

Microlise Business Strategy and any updates to all team members. Monitor team KPIs, take corrective actions where required, and ensure incidents are resolved within SLA with regular updates provided. Ensure all support processes are fully documented, consistently audited, and continuously improved. Deliver clear communication and training to ensure alignment ...

mitigation. 3rd party/vendor liaison with respect to technical build, support and maintenance. Meet levels of service in line with published/agreed SLA's. Adherence to all Pilgrim's processes including: - Raising, reviewing and approval of Change Controls. Identify, investigate, update and resolve problem records. Ensuring the configuration ...

systems, networks, and services are reliable and secure. This includes leading a team of IT professionals, providing IT support in accordance with their service level agreement, monitoring system performance, troubleshooting issues, managing budgets, and implementing new technologies. Duties and Responsibilities Support the IT Director with the implementation of the firms ...

Responsibilities: • Manage Incidents and Requests in line with Process and ITIL best practices. • Ensure Incidents and Requests are responded to within the customers Service Level Agreement • Provide an effective, professional response to Incidents and Requests. • Ensuring a seamless level of customer service and support is offered throughout the customers' support ...

estate and networks Proactively identify opportunities and methods to simplify and/or automate processes Manage incoming helpdesk requests, assign priorities, and ensure SLA’s are met Escalate issues to the Senior IT Services Technician and/or Network Development & Services manager Communicate confidently and effectively with users ...

Service Management Account Lead, you will take ownership of end-to-end service delivery for one or more key client accounts. leading performance, driving SLA achievement, and building strong, trusted relationships with stakeholders at every level. Youll be the central point of coordination for all Service Management activity, ensuring every … element of delivery meets contractual obligations and reflects the high standards expected in this role. You will: Ensure SLA performance meets all contractual commitments, taking accountability for monitoring outcomes Provide direction and leadership to delivery resources aligned to your accounts Build effective relationships with internal operations teams to enable seamless ...

summary Band 4 Service Desk Analyst The post holder will be expected to operate within SLA/OLA standards expected by customers. This role will have the responsibility for receiving all incoming issues and information requests to HIS with the brief to either resolve to a conclusion, or to pass … Service endusers on the customer service desk. - Answer, log and manage all calls, emails and faxes to the Service Desk. - Work within SLA/OLA requirements, ensuring issues are owned and progressed to resolution. - Maintain and contribute to the HIS knowledge base. - Analyse and resolve complex IM&T queries, including ...

Context In ERP and SaaS, customer relationships are rarely simple. You’re balancing: Implementation timelines and resource constraints Change requests and scope evolution SLA performance and service credits Complex quotations tied to professional services Margin protection within delivery-led engagements Cross-functional coordination between sales, pre-sales, delivery and development … trust — not discounting or overpromising. What Success Looks Like High customer retention across ERP accounts Improved governance around quotations and scope control Strong SLA performance and customer satisfaction Increased recurring and services revenue driven through trusted relationships Clear ownership and accountability across the customer base This is a fully remote ...