26 to 47 of 47 SLA Jobs in the North West

introduced through the PRA/FCA regulation around Operational Incident Reporting (PRA SS1/26)Third Party Vendor Management Monitoring important third-party arrangements, SLA performance, & KPIs. Third-party due diligence and ongoing monitoring. Onboarding and lifecycle management of vendors including contract reviews. Third-party arrangement inventory & systems records additions ...

deliverables, proactively resolving scope creep and contractual risk. Partner with Commercial and Legal teams during negotiations, renewals, and dispute resolutions. Monitor and report SLA/KPI delivery for internal leadership and clients, treating complete compliance as a non-negotiable success metric. Challenge cross-functional stakeholders (Sales, Delivery, Procurement) when commitments ...

days from home, reporting to the Head of Group IT. You will drive SOP adoption, manage rota coverage, and act as escalation point for SLA risks while partnering with the People team to ensure staff growth, onboarding, and performance accountability across the desk. #J-18808-Ljbffr ...

defining, governing, and continuously improving the service-level framework that underpins custody data delivery across the Enterprise Custody Services platform. The Product Owner ensures SLA performance is proactively managed, transparently measured, and deeply integrated in click apply for full job details ...

clearly defined, tracked, and implemented. Identify systemic issues and opportunities to reduce incident recurrence. Reporting, Insights & Trend Analysis Produce regular incident reporting, including KPIs, SLA performance, and impact analysis. Provide statistical and trend analysis to identify recurring themes, risks, and service weaknesses. Present insights and recommendations to senior stakeholders … tight timelines. Experience producing RCA documentation and leading continuous improvement initiatives. Analytical mindset with experience in data interpretation, reporting, and trend analysis. Understanding of SLA/KPI frameworks and service management principles (e.g., ITIL desirable). Calm and decisive under pressure Highly organised with strong attention to detail Clear ...

function. You will play an active part in Major Incident Management, Service Reviews for Tier 1 suppliers, ensuring that our Tech Department meets its SLA with the business, internal customer reviews and business wide communication related to operational service and stakeholder management. Additionally, you will support IT Admin on invoicing … escalations regarding incidents, service requests or problems related to the GTS trains Perform Ticket triage across all GTS train queues, reporting on trends and SLA breaches and escalating to team and train Product Managers/Product Owners Monitor all GTS train helpdesk queues for level 2 & level 3 alerts Work ...

transactions and invoice processing in the Purchase to Pay (P2P) process in line with the service specification outlined in the Service Level Agreement (SLA) and internal procedures. What you will be doing: Purchase to Pay (P2P): To organise your own workload and ensure outputs are delivered in line with targets ...

across assigned Tribe’s, ensuring service levels and business objectives are met. Coach, train and support Tribe members on Service Management processes, procedures and SLA requirements, acting as an accessible point of contact for guidance. Monitor compliance, throughput and performance trends, identifying risks, issues and improvement opportunities through insight … ability to identify risks, root causes and opportunities for continuous improvement. Strong analytical and data-driven decision-making skills, including monitoring service performance, SLA compliance, trends and operational risks. Excellent communication, reporting and stakeholder management skills, with the confidence to influence senior leaders, manage challenging conversations and secure ...

limited to: Supporting internal staff over 2 sites on a weekly basis Receiving and handling requests for service, following agreed procedures and SLA’s, accurately and to a high-quality originating from our portal, telephone, and face to face. Logs incidents and service requests and maintains relevant records: Identifies … Liaising with 2nd and 3rd line support teams and 3rd party/vendor support teams Escalating calls where necessary, monitoring 2nd and 3rd line SLA’s Maintain the IT asset register You will be required to travel to other offices as and when required Support hours are currently ...

focused culture. Incident, Problem & Change Management Governance Own Incident Management lifecycle and governance of Problem and Change processes. Ensure effective triage, escalation, ticket hygiene, SLA compliance, and operational KPIs. Drive continuous improvement in incident handling and classification. Major Incident Coordination Coordinate Major Incident processes and bridge calls with Service Desk … communication standards, approve formats, prepare Post‐Incident Reports, and track corrective actions. Enhance the Major Incident framework continually. Reporting, Performance & Continuous Improvement Manage monthly SLA and incident reports ensuring accuracy and contractual alignment. Analyse trends and incidents to drive service improvements and update operational standards. Experience 3 years leading distributed ...

potential business impact Ensure the organisation's risk appetite is understood and applied, and confirm all suppliers meet patch management requirements tied to SLA/KPI obligations Analyse and escalate risks from SLA/KPI shortfalls, feeding into the Governance, Risk, and Compliance structure Oversee the development, maintenance, and continuous ...

will be expected to challenge existing processes, identify opportunities for improvement and implement practical solutions that reduce ticket volumes, improve resolution times, strengthen SLA performance and ultimately improve the experience for both IT teams and end users. Key Responsibilities Lead the end-to-end transformation of the Service Desk … support processes for POS, payment terminal, network and store technology failures . Coordinate effectively with field engineers, technology partners and hardware vendors, ensuring appropriate SLA performance. Build strong relationships with senior stakeholders and communicate service improvements clearly across technical and non-technical audiences. Drive a culture of continuous service improvement ...

Service Delivery Manager to drive operational service within our Tech function. You will handle major incidents, service reviews with Tier 1 suppliers, and ensure SLA delivery while coordinating cross-functional stakeholders. You will also support IT Admin on invoicing and assist the Cyber & Operations Director on budget input. The role ...

defining, governing, and continuously improving the service-level framework that underpins custody data delivery across the Enterprise Custody Services platform. The Product Owner ensures SLA performance is proactively managed, transparently measured, and deeply integrated into workflow tools such as Staff Workstation, Reporting, and Notification Manager, enabling operational teams to deliver … data governance, client-service excellence, and operational oversight to drive high-quality, timely, and reliable service monitoring for BNYs global custody clients. Key Responsibilities SLA Strategy, Governance & Operating Model Define and maintain the end-to-end SLA framework, including metrics, prioritization logic, risk exposure drivers, and data quality requirements. Embed ...

developing the technical team Conducting one-to-ones and appraisals, as well as supporting recruitment and onboarding Taking ownership of service delivery and ensuring SLA commitments are achieved Managing workloads and allocating engineering resources across support and project requirements Acting as a senior escalation point for complex technical issues Remaining … Support, Managed Services, Managed Service Provider, MSP, Service Delivery, IT Projects, Technical Support, Infrastructure, Microsoft 365, Microsoft Azure, Modern Workplace, Kaseya, Autotask, PSA, RMM, SLA, Middlewich, Cheshire, Crewe, Northwich, Winsford, Knutsford, Sandbach. ...

KPMG, Xoserve, Gemserve Driving effectiveness (compliance with industry & ESG processes) and efficiency of service delivery, with specific focus on: Process Improvement & Automation. Managing to SLA - driving a 'zero service credit' culture throughout Efficiency improvements year on year in Productivity, Efficiency & Effectiveness Customer retention through excellent quality of service delivery … software industry releases into Production service Ensure team 1-2-1s and coaching are completed Attendance Management to staff contractual hours at SLA thresholds, managing work peaks and troughs effectively and minimizing any requirement for overtime Performance Management to maintain productivity Training and Development Plans to encourage staff personal ...

Category teams as required potentially dedicating up to half your time to cross-functional collaboration within the wider procurement community. Manage supplier relationships through SLA/KPI performance monitoring; resolve disputes effectively while mitigating commercial risks. What you bring: Your proven track record in technology procurement will enable … application of Procurement Act 2023 legislation within various contracting models. Proven ability to manage complex contracts including dispute resolution; experience working with suppliers through SLA/KPI performance frameworks. Excellent networking skills combined with strong stakeholder engagement capabilities at all organisational levels from front-line leaders to senior executives. Commercial ...

managing and developing the technical team Conducting regular one-to-ones and appraisals, alongside recruitment and onboarding Taking ownership of service delivery and ensuring SLA commitments are achieved Allocating technical resources across support and project requirements Monitoring operational KPIs and implementing service improvements Acting as a senior escalation point … Support Manager, IT Operations Manager, IT Services Manager, Managed Service Provider, MSP, Managed Services, IT Support, Service Delivery, Technical Support, IT Infrastructure, IT Projects, SLA, RMM, PSA, Kaseya, Autotask, Microsoft 365, Azure, Middlewich, Cheshire, Crewe, Northwich, Winsford, Sandbach, Knutsford. ...

with their incident progress either by phone or by using ConnectWise Manage (Our service desk ITSM application) in a timely manner in alignment with SLA’s. Act as a knowledgeable point of technical escalation, with the ability to break down technical information into clear communications for non/less-technical … rota. Remain forward-looking, seeking opportunity to streamline operations by shifting to proactive over reactive approaches to resolution. Adhere to LIMA’s operational SLA/KPI metrics, setting the standard for junior members of the service desk. Create, peer-review, and identify missing pieces of documentation and/or knowledge ...

tickets that breach or are at risk of breaching SLA. Lead the accountability conversation with desk staff, using Halo ITSM data on ticket handling, SLA performance and priority accuracy. Support team growth activities, including the successful recruitment and onboarding of new team-members. Report Service Desk performance into the weekly … rather than only running a steady-state team. Exposure to multi-site or multi-entity organisations. Formal ITIL certification. Key performance indicators Service Desk SLA compliance % and ticket-aging trend across supported business units. SOP adherence across the Service Desk team. Staff retention and engagement within the Service Desk team. ...

finance; articulate outcomes, milestones, and measurable benefits. Insights and Decision Support Lead complex quantitative/qualitative analyses: throughput/capacity modelling, unit economics, SLA/defect metrics, productivity, and client impacts. Stand up KPI frameworks, dashboards, and narrative packs; track benefits realization versus plan and highlight trade‐offs. AI‐Enabled … operations or risk; able to translate business problems into testable hypotheses and measurable pilots. Strong financial acumen (business cases, benefit tracking) and operational metrics (SLA, throughput, quality, controls). Exceptional written/verbal communication, executive presence, and cross‐functional stakeholder management. Thrives as a high‐impact sole contributor; proactive, accountable ...

days from home. Reporting to the Head of Group IT, you will manage the Principal Support Analysts and Support Analysts, embed SOPs, ensure SLA adherence, and drive performance. You will also recruit and onboard new staff and feed into weekly SLT reporting. #J-18808-Ljbffr ...