101 to 125 of 128 SLA Jobs in London

Responsibilities Vendor & Contract Management Manage the full lifecycle of IT supplier relationships, from onboarding and SLA management through to renewals and renegotiations. Ensure contracts are well documented, tracked, and delivering expected value. Procurement Process Develop and maintain a structured, auditable procurement process for all IT goods and services. Introduce consistency ...

outreach) and own the recommendation, working closely with the AI Transformation engineers. Set targets, playbooks and compensation input for each seat and pod. Own SLA-based handoffs with Sales (meeting acceptance) and Marketing (lead routing, ABM plays) so pipeline moves cleanly between functions. Drive the transition from manual sales development ...

least two of Dash, Domo, Snowflake UI tooling, or comparable data visualisation platforms Experience building dashboards or data‐intensive tools in high‐throughput, SLA‐bound environments Ability to work with backend services in Python or Java to debug and extend the full data path Familiarity with data visualisation libraries such ...

with our 24/7 outsourced SOC holding them to a high standard on threat hunting, threat intelligence utilisation, and automated response, not just SLA compliance. Ensure Cognism has a holistic, well‐maintained SIEM that reflects how we operate and improves continuously as the threat landscape evolves. Build the internal ...

regional workflows; conduct process maturity assessments and publish a global service playbook. Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions. Cross‐Functional Service Integration: Identify inefficiencies and handoff … global operating model with clear accountability and standardized workflows. Reduced regional process variation and improved cross‐region collaboration to 90%. Measurable improvements in SLA performance, MTTR and CSAT to 90%. Improve interaction with SNOW, reducing handoff and escalation delays by 90%. Enforce SOP adoption rate >= 90% compliance ...

regional workflows; conduct process maturity assessments and publish a global service playbook.* Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions.* Cross‐Functional Service Integration: Identify inefficiencies and handoff … global operating model with clear accountability and standardized workflows.* Reduced regional process variation and improved cross‐region collaboration to 90%.* Measurable improvements in SLA performance, MTTR and CSAT to 90%.* Improve interaction with SNOW, reducing handoff and escalation delays by 90%.* Enforce SOP adoption rate >= 90% compliance ...

oversee complex client customisation requests within algorithmic trading systems and MTF platformManage and optimise team processes including chat, queue, and mailbox workflows to ensure SLA adherencePerform advanced troubleshooting and analysis of order routing, trade flow, and post-trade issuesLead the 'follow the sun' support model coordination, working closely with global … executive team) and influence decision-makingPassionate about customer satisfaction and service excellenceExcellent organisational skills with the ability to prioritise under pressureDisciplined approach towards Service Level Agreement adherence and minimising Mean Time to Resolve (MTTR)Willing to embrace core business values demonstrated by day-to-day work ethicAnalytical and disciplined approach ...

asset management and the wider business. Deliver Digital Services Administration services to the Trust, taking ownership and resolving requests in line with policy, procedures, SLA, and OLA requirements Developing, monitoring, and maintaining the policies and procedures within the Digital Services Department Ensure all Digital Services Administration processes … Digital good practices and service delivery and security Good time management Ability to work on own initiative and as part of a team to SLA deadlines Ability to plan, agree, schedule, document and implement changes using a structured change control process Ability to work unsupervised and follow instructions Logical, methodical ...

operations covering Application Support, Design & Development, Customizations, In-Flight Projects, Testing, Release Management and Continuous Service Improvement. The role owns service quality, SLA/KPI performance, major incident governance, stakeholder communication, operational readiness and smooth transition of change/project deliverables into BAU support. Your role Responsible for managing … Oracle EBS AMS delivery, including support, enhancements, and releases, ensuring SLA adherence, governance, and stakeholder satisfaction. Responsibilities Own AMS delivery across application support, design, development, customization, testing and release functions. Ensure SLA/KPI adherence, service reporting, incident/problem/change governance and continuous service improvement. Lead P1/ ...

processes, and ensuring the highest levels of customer satisfaction. You will lead the ongoing development of the Service Desk function, overseeing service delivery performance, SLA management, reporting, customer relationships, and continuous improvement initiatives. This role will also play a key part in the implementation and growth of a 24/… driven, customer-focused leader who thrives within a fast-paced environment. The Role: Manage and develop the Service Desk team, processes, and performance Oversee SLA management, reporting, service reviews, and customer satisfaction Implement and maintain ITIL-aligned processes and best practices Drive continuous improvement, automation, and operational efficiency Lead onboarding ...

stakeholder interface across IT, business and architecture teams to align tooling capability with strategic objectives Manage third-party vendors and suppliers, ensuring SLA adherence, performance optimisation and cost effectiveness Own budget management, resource planning and FinOps activity to ensure efficient platform and supplier spend Ensure compliance with governance, security … maturity at scale Excellent stakeholder management skills with the ability to influence senior technical and business stakeholders Strong vendor and supplier management experience, including SLA governance and performance management Experience managing operational budgets and driving cost optimisation, including FinOps practices Strong understanding of ITIL, service management, governance and secure cloud ...

professional working environment.**Supplier Management**Manage strategic suppliers including:* Colocation providers* Building landlords* Facilities contractors* Security providers* Maintenance providers* Utility providersResponsibilities include:* Contract governance* SLA management* Performance reviews* Commercial negotiations* Cost optimisation* Escalation management**Financial Management*** Manage facilities and site operating budgets.* Identify cost reduction opportunities.* Control operational expenditure.* Support … Negotiation* Commercial management* Problem solving* Risk management* Organisation* Communication* Decision making* Continuous improvement mindset* Analytical capability**Key Performance Indicators*** ISP & ILA site availability* Supplier SLA performance* Facilities incidents* Budget adherence* Cost savings delivered* Planned maintenance completion* Health & Safety compliance* Audit performance* Asset accuracy* Customer-impacting infrastructure incidents* Time to resolve ...

Do you want your voice heard and your actions to count? Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 ...

communications Work closely with Product, Development and IT teams to investigate complex issues, identify root causes and prevent repeat incidents Analyse service metrics including SLA performance, first-contact resolution, ticket backlog, resolution time and customer satisfaction Identify opportunities to improve processes, tools, documentation and support efficiency while championing a culture … Strong experience managing incident processes within an IT Service Management environment Experience managing ticket queues through an ITSM platform, with strong knowledge of prioritisation, SLA management and escalation processes Experience coordinating major incidents involving multiple technical teams and stakeholders The ability to analyse operational data and use service metrics ...

Equities Cash Application Support Senior Manager Engineer the future of global finance. At Citi, our Tech team doesn’t just support finance – we are helping to redefine it. Every day, $5 trillion crosses through our ...

Customer Support Specialist Remote (within 4 hours of UTC); Optional in-person time in Fulham (London) Full-Time £32,000 £34,000 per annum + discretionary bonus Overview This is a hands-on, customer-facing ...

processes, identify opportunities for standardisation and efficiency, and support the design of future-state operating models.Drive implementation planning across service transitions, governance, KPI/SLA design, stabilisation and continuous improvement.Translate complex analysis into clear recommendations and executive-ready outputs that support decision-making and change execution.LeadershipPlay a key role within … across domains such as planning support, order management, logistics support, inventory, master data or performance reporting.Strong understanding of service governance, process standardisation, KPI/SLA design, transition delivery and continuous improvement.Experience coaching junior colleagues and supporting capability development in client and consulting teams.What You'll Love About Working HereAs ...

This job is with JLL, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. JLL empowers you to shape a ...

/ticketing and project management tools (HubSpot ideal) Multi-vendor cashless payment systems Implementation, Customer Support and Logistics & Operations teams Service Level Agreement (SLA) monitoring and reporting Nice to Haves Background in events, hospitality or ticketing technology Experience supporting pre-sales, including joining technical demos Why Join/Projects ...

cost-efficient cover across the full 7-day window, including weekend on-call for urgent escalations. You'll configure HubSpot Service Hub yourself (SLA rules, routing, CSAT, dashboards, workflows), design the escalation matrix from first line through to Product and Finance, and work closely with other teams so tickets land … environment Experience managing or working closely with an outsourced/offshore support partner (BPO) at scale Confident working with CSAT, first-time resolution and SLA metrics to drive decisions Hands-on experience across multiple support channels: phone, email and live chat A strong people manager who coaches and develops ...

rebuild customer and leadership confidence Break the L1/L2/L2.5/L3 "ticket‐bouncing" pattern by clarifying escalation paths, triage ownership and SLA accountability across support tiers Introduce interim KPIs and management reporting so performance, risk and improvement actions are visible, evidence‐based and tracked to closure rather … than reactive and undocumented Define and enforce ITIL 4‐aligned operational standards and controls, spanning Incident, Major Incident, Problem, Change, Release and SLA management, with full traceability and audit readiness, closing the current gaps in compliance and governance rigor Support the design and mobilization of a new offshore/nearshore ...

running of the FM helpdesk and scheduling team * Planning and coordinating engineers to maximise utilisation and efficiency * Monitoring and improving KPI and SLA performance across reactive and planned works * Ensuring jobs are allocated, completed and closed out within agreed service levels * Identifying process improvements to enhance operational performance and customer … delivery The successful Helpdesk Manager will have: * Previous experience managing or supervising an FM Helpdesk or Service Desk * Strong knowledge of SLA and KPI-driven service environments * Experience scheduling engineers within Facilities Management or Building Services * Excellent organisational skills with the ability to prioritise reactive workloads * Experience using CAFM ...

Engineer directs daily the Operations Site Team, its associated activities and Vendors to ensure that the Data Center is operated and maintained safely, within SLA, and with minimal risk. As the main point of contact, the Lead Engineer undertakes the day-to-day management of all activities of the Technical … issuing of permits to work. Manage planned and reactive maintenance tasks on building services infrastructure, ensuring compliance with CMMS systems and operational procedures. Monitor SLA compliance, communicate effectively with client representatives, and facilitate incident management processes. With support from Site Engineers, and in collaboration with the Technical Ops planning team ...

Responsibilities Design and implement a vendor performance management framework covering all strategic technology partners Define a standard set of KPIs and metrics (delivery quality, SLA adherence, cost, throughput, roadmap alignment, resourcing, risk) applied consistently across vendors Build processes to aggregate data from multiple sources, including Jira, roadmap/delivery tooling … financial services, telecoms, retail or similar) advantageous Desirable Prior consulting background (Big 4 or boutique strategy/technology consultancy) Familiarity with vendor scorecarding and SLA governance frameworks Experience standing up a PMO or governance function from scratch Contract role, outside IR35, initial 3-6 months assignment, remote first, expect ...

Design and implement an IT vendor performance management framework covering all strategic technology partners Define a standard set of KPIs and metrics (delivery quality, SLA adherence, cost, throughput, roadmap alignment, resourcing, risk) applied consistently across vendors Build processes to aggregate data from multiple sources, including Jira, roadmap/delivery tooling … financial services, telecoms, retail or similar) advantageous Desirable Prior consulting background (Big 4 or boutique strategy/technology consultancy) Familiarity with vendor scorecarding and SLA governance frameworks Experience standing up a PMO or governance function from scratch Contract role, outside IR35, initial 3-6 months assignment, remote first, expect ...