1 to 25 of 276 SLA Jobs in London

reviews, and asset management. Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications. Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals. Participate in after-hours support, escalation rotations, and major incident response activities as required. ...

Customers(s) Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed Plan and execute Return-to-green plans where Managed Services are not operating within ...

Customers(s) Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed Plan and execute Return-to-green plans where Managed Services are not operating within ...

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 ...

service desk teams. Take ownership of high-priority incidents (P1), driving resolution and ensuring clear communication with clients throughout. Meeting SLA targets, identifying patterns, removing blockers, and supporting the desk in maintaining service levels. Proactively monitor client environments for vulnerabilities, backup failures, and patch compliance, communicating findings and actions ...

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 ...

planning through implementation. Lead, mentor, and develop a team of developers and application support analysts. Establish and maintain high-performing application support services, ensuring SLA compliance and effective incident management. Conduct root cause analysis and drive improvements to application stability and performance. Coordinate upgrades, maintenance activities, and technology refresh programmes ...

combining service delivery, supplier management and continuous improvement. Key Responsibilities Lead the day-to-day delivery of TechBar and desktop support services, ensuring strong SLA performance and customer satisfaction. Manage third-party support providers, setting service standards, monitoring performance and leading regular service reviews. Own hardware and software asset management ...

combining service delivery, supplier management and continuous improvement. Key Responsibilities Lead the day-to-day delivery of TechBar and desktop support services, ensuring strong SLA performance and customer satisfaction. Manage third-party support providers, setting service standards, monitoring performance and leading regular service reviews. Own hardware and software asset management ...

metrics to highlight conformance with agreed SLAs and identify where any issues are emerging that require resolution. Lead any remedial activities required to improve SLA performance. Cross-functional Collaboration Work closely with delivery, engineering, and product teams to ensure smooth transition of new capabilities into live service, while minimising operational ...

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 ...

experience with Intune, SCCM, device compliance, and application deployment Familiarity with ITSM platforms, ideally Jira Service Management Strong ticket management, prioritisation, documentation, and SLA awareness Excellent communication and customer service skills Experience supporting executive or VIP users is advantageous Knowledge of Jamf for macOS device management is beneficial Understanding ...

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 ...

engagement sessions to promote data literacy and evidence-based decision-making. KPI Management Define, track, and report on KPIs for Service Desk operations, including SLA compliance, resolution times, and customer satisfaction. Establish a robust reporting framework to monitor performance and drive continual service improvement. Provide insights that inform resource planning ...

provide ongoing IT support for retail locations and office environments, covering incident management and service request fulfilment. Ensure the vendor is delivering against SLA & KPI and build weekly reporting for MD. IT Onsite Office Support Provide approximately one-hour per day of on-site IT support, and manage ...

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 ...

Intune, SCCM, device compliance, and application deployment Familiarity with ITSM platforms, ideally Jira Service Management Strong ticket management, prioritisation, and documentation skills Understanding of SLA-driven support environments Excellent communication and customer service skills Experience supporting senior stakeholders or VIP users is advantageous Knowledge of Jamf for macOS management ...

managing major incidents and driving issue resolution through to root cause. Knowledge of incident, problem, and change management processes. Experience operating within KPI and SLA-driven service environments. Strong people leadership and stakeholder management skills. Excellent analytical and problem-solving abilities. Ability to balance operational delivery with continuous improvement initiatives. ...

DHCP, VPN, Wi-Fi and connectivity troubleshooting. ITSM: Experience using HaloITSM or a comparable ITSM platform to manage incidents, service requests, changes, problems, SLA performance and knowledge records. Cyber Security: Experience supporting cyber security operations, endpoint protection, application control, vulnerability remediation and secure access practices. Operational & Business Systems: Experience supporting ...

compliance, app deployment, profiles/policies). Comfortable using an ITSM tool (e.g., Jira Service Management ) with strong ticket hygiene: categorisation, prioritisation, documentation, and SLA awareness. Excellent communication skills with the ability to lead the user through resolution and set expectations clearly. What Would Make You Stand Out: Experience supporting ...

Provide regular feedback for team members and support them in producing development plans where appropriate. Contract management Adherence and management of contractual obligations, including SLA management. Conduct regular service reviews and report on service performance using OKRs, KPIs and CSAT. Collaborating with user‐centred design and product teams to develop ...

oversee IT Service Management operations while governing the end-to-end Change Management process. The role will be responsible for ensuring service stability, SLA compliance, operational excellence, and effective change governance across application and infrastructure environments. The ideal candidate will have strong hands-on experience in ITIL processes, stakeholder management ...

vendor renewal activities, onboarding, transitions, and offboarding processes. Support financial governance activities, including tracking spend, invoicing oversight, and vendor performance reporting where applicable. Ensure SLA reporting aligns with contractual commitments and supports service excellence objectives. Reporting, Data & Process Improvement Support the production of governance dashboards, scorecards, management information reports ...

delivery teams in London, Singapore, and Australia Define the automation strategy and prioritise cross‐tower automation initiatives for maximum cost and quality impact Establish SLA/KPI frameworks, performance dashboards, and outcome‐based metrics for all towers Lead the offshore migration strategy: define which roles move offshore, governance model ...