1 to 25 of 41 SLA Jobs in the Midlands

with experience in incident, change, and problem management processes. Proficiency in Power BI, with the ability to build dashboards that visualise deployment metrics, cloud cost trends, incident volumes, and SLA performance, using DAX and Power Query for data modeling. On-Call Support - Provide on-call support outside of standard working hours as and when required to ensure continuity of service More ❯

reporting, and build long-term relationships by understanding client goals, challenges, and success metrics. Confidently handle conversations up to C-level. Drive data-driven reporting : Monitor and report on SLA metrics, create service reports, and support licensing, capacity, and availability planning. Transparency is key. Champion process improvement : Identify root causes, streamline workflows, and introduce innovations that enhance client outcomes. Collaborate More ❯

and troubleshoot complex problems to identify effective solutions. Monitor and manage ERP incidents, ensuring timely resolution and clear communication with customers. Escalate high-priority incidents and non-conformance with SLA as needed. Provide guidance and assistance to end-users on system functionality, processes, and best practices. Effectively manage and prioritise the outstanding call list. Proactively monitor and update assigned incidents More ❯

this system, there is no opportunity for remote working and the support team work flexibly to maintain a constant presence during working hours. There are no out-of-hours SLA's associated with this system. Skills Required: Management Azure DevOps environment and infrastructure Virtual and physical servers (Windows and Linux) and administration of VMware vSphere environment Knowledge DevOps concepts and More ❯

solving complex challenges while supporting others to grow, this could be your next step. You will: Leadership & Delivery: Manage a small team of engineers, oversee work allocation, and ensure SLA/KPI targets are met. Technical Expertise: Act as a senior escalation point, approve high-risk changes, and contribute to technical projects and onboarding. Automation & Innovation: Identify opportunities to streamline More ❯

stakeholders. ensuring service needs are translated into effective OCT solutions. As Support Lead Team Leader you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service, and be a conduit between support, DevOps, and other teams.You will need to have strong communication skills, both written and verbal and the More ❯

requests and supporting compliance, youll play a key role in keeping our customers environments running smoothly. What youll do Manage and resolve network incidents and service calls to meet SLA targets Increase First Time Fix rates and reduce escalations Monitor call queues and follow up with specialist teams Support technical escalations and assist team members Ensure accurate documentation and incident More ❯

resolution. - Proactively engage with all members of the System Management Team to support a continuous improvement program for TPCMS and the service provided with the customer. - Ensure all Service Level Agreement targets are exceeded. - Support the transition of the TPCMS service to other parties by aiding the development and training needs of candidates. Who you are: This role would be More ❯

resolution. - Proactively engage with all members of the System Management Team to support a continuous improvement program for TPCMS and the service provided with the customer. - Ensure all Service Level Agreement targets are exceeded. - Support the transition of the TPCMS service to other parties by aiding the development and training needs of candidates. Who you are: This role would be More ❯

resolution. Proactively engage with all members of the System Management Team to support a continuous improvement program for TPCMS and the service provided with the customer. Ensure all Service Level Agreement targets are exceeded. Support the transition of the TPCMS service to other parties by aiding the development and training needs of candidates. Who you are: This role would be More ❯

process management, and people leadership. Key responsibilities of the role: Lead and manage support teams, driving a culture of accountability, collaboration, and innovation. Oversee ITIL-based service delivery, ensuring SLA/KPI targets are consistently met. Manage Jira Service Desk operations, incident resolution, and root cause analysis. Build insightful Power BI dashboards to track and report on service performance. Act More ❯

on application security, licensing, upgrades, backups, and disaster recovery. Ensure support requests are handled efficiently and in line with service standards. Manage relationships with third-party suppliers to ensure SLA compliance. Skills & Experience Experience supporting Oracle E-business Suite financials Proven experience in 2nd and 3rd line Applications Support Team leadership experience ITIL Foundation qualification (or equivalent) preferred Strong communication More ❯

you will liaise with internal technical teams, customer stakeholders, and service management functions to ensure aligned delivery, transparency, and issue resolution throughout the mobile lifecycle. * Manage incident queues and SLA's, desirable technical knowledge of mobile automation tools, and a commitment to support the end user mobile estate. The ideal candidate will have a good working background in a 2nd More ❯

Key Responsibilities: Monitor and maintain ANPR cameras, signage, poles, power, and related hardware. Conduct scheduled maintenance inspections and proactive service visits. Respond to reactive faults and attend breakdowns within SLA timeframes. Use remote platforms to identify issues and provide root cause analysis. Collaborate with engineers, surveyors, and support teams to ensure service excellence. Maintain ISO-compliant documentation, reporting, and technical More ❯

Workspace ONE environments. Experience with JAMF and Samsung KNOX is desirable. You’ll work closely with 3rd line analysts and technical teams to ensure smooth MDM delivery and maintain SLA compliance. What You’ll Need Proven experience in a 2nd line MDM/mobile endpoint support role Hands-on experience with Apple Business Manager, Android devices, and Workspace ONE Knowledge More ❯

on and offboarding, risks and issues, change management, and project planning Service Analyst – You will be working within a Service team, focusing on the performance and achievement of Service Level Agreement’s for Services into the client. This includes the management and trending of incident, problems, changes, and continual improvements, whilst driving compliance, and collaborating with technical teams to deliver More ❯

and Microsoft tablets, Lenovo/Dell Desktops and Laptops, KVM switches, Routers. Knowledge of Windows operating system and associated technologies Knowledge of peripherals and their maintenance printers, scanners. Be SLA focused and familiar with call management products. Familiarity with support procedures, scripts, and processes. Proven troubleshooting skills. Awareness of Payment Card Industry (PCI) compliance would be desirable. Valid UK Drivers More ❯

Oversee the transition of infrastructure operations to offshore partner going live in January. Build a governance-led, process-driven model delivering consistent and reliable services. Service Management & Performance: Drive SLA performance, reporting, and continuous improvement across all regions. Embed a strong service culture and operational discipline. Architecture & Transformation: Review and modernise the infrastructure architecture (last updated 2019). Lead data More ❯

Cutting-Edge Technology – Exposure to the latest IT tools and solutions Key Responsibilities of the Helpdesk Support Technician: Be the first point of contact for support queries within defined SLA parameters Support and manage IT operations for clients Monitor and maintain customer backup regimes, escalating issues as needed Carry out anti-virus updates, scans, and system security checks Assist with More ❯

a wide client base. In this role, you’ll provide 2nd line technical support across servers, networks, PCs, and applications, resolving incidents both remotely and on-site while ensuring SLA targets are met. You’ll work closely with 1st line, 3rd line, and field engineers, offering technical guidance, maintaining documentation, and supporting project delivery. Alongside troubleshooting and escalations, you’ll More ❯

will be doing Undertake day to day operational work (including server/desktop/laptop/patching/LAN/printer/software) in designated customer sites to meet SLA and KPI requirements, ensuring that all incidents, service requests, project work and site maintenance work are effectively supported to ensure that the impact and disruption on the IT services are More ❯

network problems identified using pro-active management tools. What youll bring Understanding of networkmanagementand use of Network Management Platform tools Proven track record of successfully prioritising simultaneous activities within SLA Proven track record in complex deliveryof multiple teams and interfaces Self-motivating individual with the ability to develop strong customer relationships as well as functioning in a team environment Must More ❯

and resource forecasting. Key Responsibilities: Own the Pre-Sales COR process and pipeline for NGET/NESO Collaborate with business development and delivery leads Coordinate and review CORs, ensuring SLA compliance and sign-offs Align pipeline with strategic priorities and capacity Maintain accurate reporting for PMO and stakeholders Support demand forecasting and delivery planning Ensure smooth handovers to delivery Identify More ❯

systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution. Ensure that all incidents are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary What we are looking for: A graduate looking to start their IT career or someone who has previous service desk More ❯

of customer satisfaction Take responsibility and ownership of customer problems or incidents until the situation has been resolved to the customers satisfaction and in compliance with their agreed Service Level Agreement Candidate Requirements: Able to work on your own with minimal supervision and to be able to manage your time effectively and pro-actively Good level of mechanical/electrical More ❯