1 to 25 of 93 SLA Jobs in the North of England

Wider IM&T Teams Operational Managers Patient Experience/User Experience Leadership External: Third-Party Vendors Skills & Knowledge: Key Performance Measures Ticket resolution time First Contact Resolution Rate (FCRR) SLA compliance Customer Satisfaction Score (CSAT) Analyst utilization Support escalation efficiency Person Specification The ideal candidate will demonstrate adaptability, the ability to manage multiple priorities, and a proactive approach to issue More ❯

Escalating any discovered issues to the relevant teams. Ad-hoc Responsibilities: Monitor, respond, resolve and escalate calls logged to the team within Vantage's Incident management system within agreed SLA's. Ensure IG and IT security is maintained to standard. Any other duties that may reasonably be considered as falling under the remit and responsibilities of this post. Requirements: Essential More ❯

first point of contact reported via all mediums * Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement * Maintaining and updating incidents and requests in your own as well as the Service Desk ticket queues * Alerting Senior Analysts and Managers of reoccurring incidents and potential issues * Keeping More ❯

a 24/7 world. Join us to help deliver smoother, smarter operations across the nation. Service Delivery Manager - What you'll do: Manage incident and service escalations, ensuring SLA and KPI adherence Conduct daily reviews of closed incidents and root cause analysis of SLA failures Maintain accurate, up-to-date service documentation Create and deliver customer SLA performance reports More ❯

a 24/7 world. Join us to help deliver smoother, smarter operations across the nation. Service Delivery Manager - What you'll do: Manage incident and service escalations, ensuring SLA and KPI adherence Conduct daily reviews of closed incidents and root cause analysis of SLA failures Maintain accurate, up-to-date service documentation Create and deliver customer SLA performance reports More ❯

a large IT Support Team/s. A real leader, who can motivate, inspire, drive, and encourage staff, working to deliver exceptional customer service and maintain high levels/SLA s with both colleague and customer satisfaction. Office based role, based in Stoke on Trent however the client have offices throughout the UK. More ❯

a large IT Support Team/s. A real leader, who can motivate, inspire, drive, and encourage staff, working to deliver exceptional customer service and maintain high levels/SLA’s with both colleague and customer satisfaction. Office based role, based in Stoke on Trent however the client have offices throughout the UK. More ❯

Mediant SBCs andSIP Trunking via Aspire's Core Voice Network. 3CX (On-premise and Cloud Identify trends in technical requirements and implement changes to satisfy customer requirements. Working to SLA's for incidents and requests, prioritising and managing workload effectively, managing several open Incidents and requests whilst following existing procedures and best practices. Liaising with third-party suppliers/vendors More ❯

stakeholder management skills - focussed on service excellence and customer success, supported by ITSM reporting and communication practices. A data-driven mindset — comfortable with ITSM toolsets, dashboards, performance metrics, and SLA monitoring. Excellent coaching skills - able to embed a culture of ownership, accountability, and shared success using ITIL service principles. Strong communication skills – a flexible mindset and an agile, practical approach More ❯

experience, preferably in fast-paced environments Expertise in service delivery management and cross-team coordination Experience with DevOps, Azure cloud services, and automation tools Knowledge of ITSM processes and SLA management Hands-on experience with Azure and automation technologies Understanding of DevOps and Agile methodologies Skills: Effective communication, leadership, and interpersonal skills Strong analytical and problem-solving skills Ability to More ❯

hardened against malicious attacks. Act as technical point of escalation to Betfred Service Desk, ensuring all Incidents are promptly acknowledged, in line with the Incident Management process and internal SLA's. Participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed. Standard system administration duties including server install, System/Application install and patch management, Windows More ❯

that suits your lifestyle and helps you reach your ambitions. THALES has an exciting opportunity for a Service Delivery Manager to be responsible on the end to end service delivery, SLA management and customer services/relationships for the DIS Operated Managed Services Portfolio. Location: Cheadle What can we offer you? On offer is a competitive salary and benefits package … and retailers Gym membership discounts What will you deliver? Effective service delivery, customer SLA management, expert knowledge and practical implementation of the ITIL V3 framework. Contractual knowledge of Service Level Agreement, OLA, CSF, KPIs and Service Credit structures for specific customer services. Monitoring and awareness of the overall performance of secure networks customer services Building service reports, delivering on them More ❯

Managed Services company that supports the Education sector. IT Support Technician - main responsibilities: • To manage all incidents and customer requests from receipt to resolution and closure• To ensure service level agreement standards are met• To promptly complete any admin paperwork and documentation• Keep accurate records of all site information using IT Service Management tools• Promote best practices and adhere to … with Team Lead IT Support Technician - skills & experience: • Experience in using Windows Server/Active Directory• Experience in using Office 365 Admin• Exposure to Cloud support • Experience working with SLA’s• Experience in Timekeeping and Administration Some highlights of working with my client: • Personalised training platform• Skills assessment and personalised progression plans• Microsoft Gold Partner and Google Partner• Microsoft and More ❯

Engineer is required for our cient. The successful candidate will provide remote and desk side technical support to internal and external stakeholders across the business. Key Responsibilities: Working towards SLA's by picking up and dealing with service desk tickets whilst providing a high level of customer service. Hands on experience with Windows 10 and O365 Escalate tickets to the More ❯

include: Proactive and Reactive Management : Oversee and manage our server and desktop infrastructure, ensuring everything runs seamlessly. Problem Management : Collaborate with specialist areas to tackle issues head-on, ensuring SLA targets are consistently met. Technical Escalation Point : Act as the go-to expert for resolving technical incidents involving servers, networks, telephony, and desktops. Senior IT Support : Provide top-tier IT More ❯

and efficient service Provide deskside and remote IT support to the business user base. Manage service & security incidents within a service desk ticketing solution to agreed processes, adhering to SLA's, meeting required KPIs and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolver groups Perform daily, weekly and monthly system check processes Troubleshooting More ❯

and bring a “can-do” attitude to every challenge. What Success Looks Like Customer SLAs met consistently: Fast first responses Timely resolution of high-priority tickets (80%+ within SLA) Quality of service: Clear, detailed ticket notes and strong team shadowing performance Happy customers, engaged team, and a service desk that runs like clockwork If this looks like your perfect More ❯

through various training platforms to enhance technical and business acumen. Analyse and diagnose issues to identify root causes, implementing solutions and/or escalating when necessary. Meet KPIs and SLA thresholds, working to reduce overall incident and request counts. Manage potential safety and major incidents throughout their lifecycle, maintaining logs of critical incidents. Produce and keep up to date, documentation More ❯

don't have a Service Delivery Manager allocated to them. Key to the role will be proactive engagement with customers to ensure that their service is meeting expectations, evidencing SLA achievement, and addressing any service shortfalls that may arise. In addition, as part of the wider team the role will play a key part in recording, tracking, and coordinating continuous … of service provision to a portfolio of customers Proactively undertaking 'Service Check-In' calls to all allocated customers. Owning and driving service issues through to completion. Providing evidence of SLA achievement utilising existing reports. Acting as an intermediary in the relationship between Redcentric and the customer Being a point of contact for customer queries and escalations. Logging, tracking, and co More ❯

hours/week). What you'll be doing to make a difference: Providing excellent customer service with clear communication and empathy. Logging and responding to support queries within SLA guidelines. Investigating and resolving issues. Escalating tickets to higher support levels as necessary. Collaborating with internal teams to align support with implementation and operational goals. Contributing to the development of More ❯

make a difference: Provide an excellent customer experience day to day through clear communication, empathy and understanding. Log and respond to support queries by phone and email within agreed SLA's. Investigate and problem solve incoming queries and issues. Triage and escalate tickets to our 2 nd and 3 rd Line Support teams. Work closely with other internal teams to More ❯

tickets and uphold high service levels. Team Leadership: Lead, develop, and appraise Service Desk Analysts. Service Improvement: Drive continuous improvement via ITIL, training, and 24/7 team collaboration. SLA Management: Monitor SLAs, report on targets, and optimise performance (balancing data with team support). Support Delivery: Provide remote and face-to-face troubleshooting. Required Skills: Proven Service Desk Experience … Solid background, ideally with team leadership. ITIL Familiarity: Good understanding for continuous improvement. ITSM Tool Proficiency: Experience with tools like Solarwinds Service Desk, ServiceNow, FreshDesk, or similar. SLA-Driven Mindset: Ability to work to SLAs, understanding key metrics. Strong Communication & Diagnostic Skills: Crucial for remote support and team cohesion. Innovative Approach: Valued for new ideas; freedom to implement improvements. Benefits More ❯

To allocate more complex service issues to the relevant IT Support member • To arrange for external technical support where problems cannot be resolved in house • To ensure that all SLA's are met • To maintain an inventory of computer assets with the aim to have continual stock available(within reason) Experience & Qualifications Knowledge of core enterprise IT systems, infrastructure, and More ❯

broader operational teams. Key tasks include making sure all processing is reconciled, any rejects are resolved timely, outgoing merchant funding is completed daily, all operational settlements are completed within SLA’s. You will join a highly motivated team and be part of a growth business working with colleagues who care about our customers. Working hours: 37.5 Location: Hull, office based More ❯

staff, and third-party service providers Oversee daily service desk operations, including ticket triage, resolution workflows, and escalations Drive service quality through the continuous improvement of standards, processes, and SLA adherence Build and maintain strong customer relationships, serving as an escalation point and trusted advisor Produce and present performance reports and insights to senior management Identify out-of-scope work More ❯