1 to 25 of 53 SLA Jobs in the Midlands

tracking and lessons learned. Support Change Management processes, including CAB participation, risk assessment, change governance and communication of scheduled changes. Monitor service performance, analysing SLA/KPI trends and identifying opportunities for continuous improvement. Build effective relationships with internal teams, managed service providers and third-party partners to drive operational ...

complex NHS or comparable environment, including prioritisation, dependencies, risk and benefits. Understanding of resource and capacity planning to deliver services based around customer expectations, SLA’s and KPI’s. Understanding of the regional and national NHS landscape and experience working within it. Experience Significant experience of leading and line-managing ...

November 2026 Other suitable Skills & experience include:- Experience managing £1m+ budgets, leading teams, ITIL service management, stakeholder and supplier management, service improvement planning, SLA and KPI monitoring, risk management, major incident management, service continuity, operational reporting, UK GDPR and the Data Protection Act 2018. ...

timescales. Monitor and analyse key performance indicators (KPIs), including: Ticket resolution times First-contact resolution rates Customer satisfaction scores Allocate resources efficiently to meet SLA commitments and changing business demands. Act as the primary escalation point for complex issues and service-related concerns. Client Relationship Management Build and maintain strong ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning,cutting ...

accurate technical documentation and incident records. Participating in major incident response and structured 24/7 shift handovers. Delivering excellent customer service while maintaining SLA performance. Essential Skills Previous experience in a 2nd Line Network Support, Connectivity Engineer, NOC Engineer or Service Desk role. Strong troubleshooting and incident management skills. ...

Work Schedule: Mon-Fri 09:00-17:30 Key Responsibilities Undertake incident and request tasks Possess 2nd line responsibility for resolving incidents with SLA Maintain a 2% incident per month target Be responsible for the completion of assigned works within allocated timeframes Undertake Project Tasks, supporting both internal and external ...

complex NHS or comparable environment, including prioritisation, dependencies, risk and benefits. Understanding of resource and capacity planning to deliver services based around customer expectations, SLA's and KPI's. Desirable Understanding of the regional and national NHS landscape and experience working within it. Experience Essential Significant experience of leading ...

documentation, enabling accurate progress tracking and adherence to established policies, procedures and Configuration Management requirements Monitoring and improving Change Management performance through KPIs, SLA/OLA targets and continual improvement activities, driving greater efficiency, effectiveness and customer service Engaging and collaborating with stakeholders to align Change Management processes, providing effective ...

system uptime targets, whilst ensuring systems are upgraded, patched, and maintained in a proactive and timely manner Be responsible for delivery of agreed incident SLA’s and ensure all the support issues are fully understood, managed, and resolved Own root cause targeting for the team to minimise the volume ...

hybrid role based in the UK. The position involves supporting a single end-customer, handling incident management and project work, and ensuring SLA targets are met. The role requires extensive Windows Server, Active Directory, Entra ID and VMware experience in a large hybrid environment, with ITIL familiarity and strong communication ...

technical problems and working in a collaborative, onsite team environment. What you’ll do Offering solutions and workarounds to incidents/problems. Working to SLA’s and deadlines. Reviewing services and application delivery. Prioritising and managing several tasks at a single time. Establishing a good working relationship with wider teams ...

equivalent practical experience. ITIL Foundation or equivalent service-management experience; broader technical qualifications are welcome. Strong knowledge of Microsoft cloud, infrastructure, security and SLA led service delivery. A proven track record of leading change, developing teams and improving engagement, able to demonstrate what you can bring to the role Experience ...

experience supervising, mentoring or acting as a senior escalation point within a support team Has a good understanding of 1st and 2nd Line Support, SLA-driven service delivery and ticket management, with the ability to prioritise workloads and manage competing demands effectively Demonstrates strong leadership, communication and customer service skills ...

designers and wider business teams to support complex network and security environments. • Proven incident leadership capability, managing multiple incidents, making effective decisions to meet SLA targets, and leading technical teleconferences to resolve major or complex security issues.## **Desirable Skills/Experience**• Exposure to ServiceNow reporting and dashboarding. • Exposure to AlgoSec ...

DHCP, VPNs and firewalls Experience supporting multiple customer environments Strong troubleshooting and problem-solving skills Experience working with PSA/RMM tools and SLA-driven support environments Confident communicating directly with customers and supporting less experienced engineers Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst would be advantageous ...

work at home 100% of the time.## **Your role*** Proficient in IT Service Management principles handling incidents and service requests to meet client SLA’s/OLA’s.* You will be responsible for ensuring the integrity of client IT infrastructures and follow core IT Service Management Principles. This includes ...

maintain data pipelines and integration solutions within Azure. Integrate and transform data from multiple enterprise systems. Support operational reporting, service performance metrics, KPIs and SLA reporting. Improve data quality, consistency, governance and accessibility. Work with service management teams to support reporting and service improvement. Collaborate with architects and stakeholders ...

resolution of incidents, root cause analysis and completion of change requests. The roles will focus on incidents, increasing the first time fix rates, ensuring SLA’s are met, and wider call management. What you’ll do Technical 80% Call and incident Management Respond to service calls and resolve incidents … ensure SLA targets are achieved Increase the First Time Fix rate Adhere to escalation procedures Assist with technical escalations for other team members Monitor call queue and follow up with specialist support teams for resolution Adhere to customer’s and Computacenter’s Security Policies Administration 20% Participate in team ...

this role will be primarily focused on project delivery. Technical 80% Call and incident Management Respond to service calls and resolve incidents to ensure SLA targets are achieved Increase the First Time Fix rate Adhere to escalation procedures Assist with technical escalations for other team members Monitor call queue … incidents Ensure accurate completion of all incident records and associated paperwork Monitor and update the call management system as required Assist with SLA reporting What you'll need? 5+ years' experience managing, maintaining, configuring and troubleshooting large scale hybrid environments 3+ years' experience with Microsoft Windows Server Operating Systems, Windows ...

operational ownership and leadership of IAM services within a BAU environment Managing operational service delivery, performance and service-related issues KPI/SLA management, reporting and service improvement IAM Service Design and Target Operating Model Leading service transition, knowledge transfer and shadowing Stakeholder, risk and issue management Driving continuous service ...

Collaborate with IT to scope and build daily operational reporting tools and distribute daily performance reports across internal and external teams. Build and maintain SLA and KPI reports for both clients and internal teams. Develop peak planning documents for multiple fulfilment sites. Interpret customer forecasts to align resource planning. Identify ...

Salesforce Administrator you will be responsible for providing operational and technical support to AspireCRM’s customer base and their respective Salesforce implementations, within defined SLA periods. You will take complete ownership of all investigating, analysing, planning and implementation of support requests including bug fixes, queries and small scale development requests. ...

technical stakeholders A collaborative, team-first mindset aligned with our values of being Humble, Hungry, and Smart Experience working to formal incident management and SLA frameworks, and improving them Experience with observability and monitoring tooling (CloudWatch, Grafana, Datadog, or similar) Experience picking up an unfamiliar codebase and making it dependable ...

What will you bring? Understanding of network management and use of Network Management Platform tools Proven track record of successfully prioritising simultaneous activities within SLA Proven track record in complex delivery of multiple teams and interfaces Self-motivating individual with the ability to develop strong customer relationships as well ...