1 to 25 of 356 SLA Jobs in England

work independently in a remote environment Team collaboration and stakeholder management Problem-solving mindset Commitment to continuous improvement How Success Is Measured Achievement of SLA and service targets First-time fix rate Incident resolution times Customer satisfaction scores Printer and print service availability Accuracy of documentation and ticket updates Working ...

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

enthusiastic individual who can assist in providing first class support to the business. Main Responsibilities Duties will include: Assisting in ensuring incident and request SLA targets are met and all support documentation is adequate, up to date and available to all. Ability to assist the MSP with any support tickets ...

diverse customer base. Take ownership of incidents and service requests, prioritising and managing your own workload to ensure issues are resolved within agreed SLA timescales. Investigate and resolve technical issues, escalating to specialist teams or suppliers where appropriate. Support the installation, configuration, maintenance and upgrade of desktop hardware, software ...

M365, collaboration tools, AV and meeting rooms Support business-critical meetings, events and senior stakeholder needs Manage tickets via ServiceNow, ensuring clear communication and SLA adherence Collaborate with wider IT teams and partners to resolve complex issues Contribute to service improvement, knowledge sharing and user guidance What You'll Bring ...

environments Experience working within an ITIL-based environment (Incident, Change, Problem, Release Management) with the ability to manage support queues and workload to meet SLA targets Strong communication, documentation and stakeholder management skills, with the ability to clearly explain technical issues and recommendations Proactive and self-motivated, with the ability ...

accuracy, contributing to knowledge base articles and self-service guides. Prioritise, escalate, and collaborate on complex issues with higher-tier IT teams to maintain SLA targets. Monitor system alerts and perform routine operational checks to ensure peak service availability. Maintain strict adherence to organizational security policies, ITIL guidelines, and secure ...

resets and user account support Ensure all tickets are fully documented and updated in the ITSM system Monitor and manage ticket queues to meet SLA targets Identify recurring issues and contribute to problem management Escalate complex or unresolved issues to 2nd/3rd line support Previous experience ...

Essential Experience Leadership experience within service delivery, operations management or programme delivery environments. Experience managing complex customer-facing operational services. Strong background in SLA, KPI and performance management. Experience leading teams and driving operational improvements. Excellent stakeholder management and communication skills. Experience managing escalations, risks and operational incidents. Knowledge ...

platform experience across Windows, macOS, and Linux (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling) Strong service management discipline including SLA ownership, ITSM process design, and experience operating a ticketing platform such as Jira Service Management or equivalent Track record of building metrics‐driven support operations ...

platform experience across Windows, macOS, and Linux (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling) Strong service management discipline including SLA ownership, ITSM process design, and experience operating a ticketing platform such as Jira Service Management or equivalent Track record of building metrics‐driven support operations ...

well as possess the ability to liaise with stakeholders at all levels of seniority, including the customer. Adherence to resolving issues and problems within SLA levels and ensuring KPIs are met is also required. You will have; Have excellent knowledge of Virtualized Environments such as VMware and Hyper-V. Have ...

support contracts, and third-party services. Provide clear reporting on team capacity, operational demand, and delivery risks. Key Performance Indicators Service delivery : Service desk SLA performance; incident resolution times; user satisfaction; major incident reduction Systems performance : System availability; operational stability; successful change and release activity Development delivery : Delivery against agreed ...

knowledge base appropriate resources are applied. The post holder will be responsible for handling requests through the incident management lifecycle within agreed SLA and KPI timescales. The role will also involve escalating tickets both internally & with the trusts external providers. The post holder will also be expected to take ...

including pre-deal due diligence, integration planning, and post-merger execution.* Strong background in IT service management (ITSM), including CSAT ownership, escalation management, and SLA governance.* Experience as a business-facing technology leader, comfortable operating as a senior point of contact for non-technical business stakeholders.* Sound commercial acumen with ...

ongoing business projects-configuring and rolling out environments across multiple Azure setups * Use strong change practice to deliver updates safely (and confidently) under tight SLA/OLA expectations * Troubleshoot complex issues, including applying existing knowledge to unfamiliar systems when required * Gather and analyse technical information to determine service impact, risks ...

peripheral support. Maintaining accurate asset records. Working closely with third-party suppliers and internal infrastructure teams. Delivering excellent customer service while working within SLA-driven environments. About You You'll have previous experience working within an enterprise IT support environment and be confident providing both deskside and remote support. ...

peripheral support. Maintaining accurate asset records. Working closely with third-party suppliers and internal infrastructure teams. Delivering excellent customer service while working within SLA-driven environments. About You You'll have previous experience working within an enterprise IT support environment and be confident providing both deskside and remote support. ...

timely, professional manner Ensure that IT issues & faults reported to their IT team are resolved in the shortest possible time, meeting their department's SLA targets, and minimizing disruption to systems and users critical to business operations Identity & Account Management Create, modify, and disable user accounts in a hybrid ...

projects. Service Delivery : Overall responsibility for ensuring high quality product and service delivery is maintained including compliance to all contracted and non-contracted service level agreement targets and service quality across all support requirements. Accreditations : Proactive management of all technical accreditations as required of the service discipline and to better ...

client-facing service delivery engagements. Experience managing offshore delivery and support teams. Strong background in: Incident Management, Problem Management, Change Management, Service Governance, and SLA & KPI Management. Experience working with ticketing systems such as Jira, ServiceNow, Zendesk, or similar. Strong stakeholder management and communication skills. Ability to manage multiple priorities ...

trusted point of contact for service performance, prioritisation, and issue resolution. Manage third‐party services partners, including service reviews, escalations, contract/SLA adherence, and improvement plans. Own and maintain an effective escalation path and communications approach for major incidents and service‐impacting events. Support budgeting, forecasting, and cost management ...

trusted point of contact for service performance, prioritisation, and issue resolution. Manage third‐party services partners, including service reviews, escalations, contract/SLA adherence, and improvement plans. Own and maintain an effective escalation path and communications approach for major incidents and service‐impacting events. Support budgeting, forecasting, and cost management ...

Delivering first line support Acting as the first point of contact for customers Demonstrating the ability to troubleshoot and resolve support issues within agreed SLA Providing regular, clear communication to customers Diagnosing and resolving incidents to the customer’s satisfaction A strong desire and focus on continued improvements and personal ...