1 to 25 of 29 SLA Jobs in the North of England

M365, collaboration tools, AV and meeting rooms Support business-critical meetings, events and senior stakeholder needs Manage tickets via ServiceNow, ensuring clear communication and SLA adherence Collaborate with wider IT teams and partners to resolve complex issues Contribute to service improvement, knowledge sharing and user guidance What You'll Bring ...

remain appropriate. ServiceNow Ticket Management: Own the ticket lifecycle for incoming incidents and service requests. Triage, categorise, prioritise, and either resolve or escalate. Maintain SLA compliance for response and update targets. Expected to handle 15-25 tickets per day across environments. Backup Validation: Perform daily Veeam Backup & Replication job status ...

processes, new computer systems. Desirable Experience of working within ITIL framework procedures Trained and have experience of Secure ID Checking Experience of working with SLA's and working to defined KPI's Experience working in an NHS IT department and understanding of NHS working practices Skills Essential Effective communications - able ...

appropriately * Provide a professional service at all times * Ensure that all customer problems are resolved to a satisfactory conclusion * Ensure all Incident OLA and SLA's are met * Work in collaboration with other departments within the business * Major Incident management Required Skills: * Experience and an understanding of Windows Server ...

professional manner. Create, update and maintain installation, implementation, maintenance and configuration documentation as needed. Support the wider business by ensuring system performance, uptime, customer SLA's and internal metrics are met. Abide by and comply with company compliance standards, policies, guidelines and or procedures. Support multiple environments; on-prem office ...

support function. Strong leadership, communication, and interpersonal skills. Demonstrated knowledge of ITIL and service management frameworks. Experience with performance monitoring, KPI tracking, and SLA management. Ability to manage high-pressure incidents and escalate appropriately. Familiarity with vendor management and third-party service delivery. Desirable ITIL Foundation (or higher) certification. Experience ...

ensure the records are kept up to date Ensure that all tickets are dealt with in a timely and professional manner, ensuring that all SLA’s are met Escalate issues to internal and external stakeholders in a timely manner with the correct information Provide the highest levels of service ...

supporting a team of 1st line engineers, driving performance and accountability Managing the service desk queue, ensuring tickets are prioritised, assigned, and resolved within SLA Providing both local and remote support across a global user base Acting as an escalation point for more complex technical issues Supporting infrastructure and user ...

Troubleshooting network issues across a range of technologies Logging and managing faults with third-party providers Ensuring all tickets are progressed and resolved within SLA Keeping customers updated via phone, email, and ticketing systems Configuring and supporting network equipment (routers, switches, WAPs) Supporting customer installations and project work Escalating complex ...

Cyber Essentials, ISO 27001, GDPR), patching, and access management. Experience managing third‐party IT suppliers, contracts, and licensing. Data‐literate, comfortable building KPI and SLA reporting (e.g. Excel, Power BI). Hardworking and can‐do attitude. Solution‐orientated looking to get to the bottom of an issue and use initiative. ...

tracking access and ensuring compliance Your role * Create IAM Service Design, detail TOM, Lead transition KT and Shadowing * IAM Service Leadership and Governance * KPI-SLA tracking and reporting * Continuous improvement * Stakeholder management * Risks and issues management Your skills and experience * Hybrid IAM Environment Service Leadership experience * Deep expertise across ...

required based on client's needs. Escalate any complaints which cannot be resolved at 1st touch to the customer care team. Always ensure Service Level Agreement adherence. Meet and exceed Key Performance Indicators. Arrange and sit Microsoft Teams meetings alongside clients with support queries. Required skills and experience In-depth ...

Manage rota planning to maintain continuous support coverage Drive improvements such as first-time fix and shift-left initiatives Monitor and improve key metrics (SLA, FTF, ASA, CSAT) Maintain high standards in ticket quality, documentation, and knowledge management Collaborate with wider IT teams (2nd line, technical operations, service management) Support ...

Strong communication skills, both written and verbal. Ability to prioritise workloads and manage multiple support tickets effectively. Comfortable working under pressure while consistently meeting SLA targets. Experience with integrations, APIs, extensions, third-party applications, or telemetry tools would be advantageous. Experience with Power Platform (Power BI/Power Apps/ ...

onboarding, screening, compliance, or regulated industry environments. Experience working closely with Software Development, Product, or Technology teams. Strong understanding of service management principles, KPIs, SLA management, and operational performance monitoring. Excellent communication and stakeholder management skills, with the ability to build strong relationships across departments and with clients. Desirable Skills ...

technologies, telephony systems, and network topologies. Excellent troubleshooting, fault-finding, and problem-solving skills. Strong communication and customer service abilities. Experience working within SLA-driven environments. Excellent organisational, documentation, and time management skills. Ability to build positive relationships with customers and internal stakeholders. A proactive approach to learning new technologies ...

planned deliverables. Automation of repeat tasks to create efficiency and remove error. Troubleshoot with and support o365 and MDM team members to achieve BAU SLA commitments. Produce working documentation/HLD re Toolset or service configuration. Involvement and leadership of new IT Infrastructure projects. Working across clients to share subject ...

achieve planned deliverables. Automation of repeat tasks to create efficiency and remove error. Troubleshoot with and support o365 andMDMteam members to achieve BAU SLA commitments. Produce working documentation/HLD re Toolset or service configuration. Involvement and leadership of new IT Infrastructure projects. Working across clients to share subject matter ...

technologies including Exchange Online, Teams, SharePoint, Entra ID (Hybrid), and Intune. Escalated complex issues to senior engineers or third-party providers while meeting SLA targets. Maintained IT documentation, knowledge base articles, and asset records. Assisted with IT projects, Microsoft Teams/video conferencing support, and user training. Delivered excellent customer ...

Azure experience. What Matters Most You take full ownership of what you're responsible for, whether that's hitting a >95% Linux patching compliance SLA, maintaining >98% backup success rates, or driving an escalated incident to resolution without needing to push it further up the chain. You're automation-first ...

performance directly to senior leadership and the Executive team Drive service transformation projects that improve efficiency and client outcomes Monitor client sentiment and SLA performance to identify and resolve emerging risks Reduce cancellations and attrition through root-cause analysis and cross-team collaboration Improve onboarding, payments and scheduling processes ...

system Taking ownership for the PPM schedule & reactive maintenance jobs To ensure all tasks are completed in line with the associate KPI’s/SLA’s To ensure 100% portal compliance in line with individual client’s requirements To ensure engineer/service reports are completed Tracking jobs progress against ...

CAFM system, scheduling and dispatching reactive works to engineers and subcontractors across multiple locations, and ensuring all tasks are completed within the required contractual SLA timeframes. The role also involves providing administrative support where necessary. Key Accountabilities The role will focus on the following requirements: Act as the first point ...

agreed processes and standards. Prepare and present service performance data for weekly productivity reviews. Produce weekly KPI reports using ticket management system data, highlighting SLA performance, identifying risks and proposing mitigation actions. Deliver comprehensive monthly service reports covering SLA achievement, productivity metrics, customer feedback, performance trends, work-in-progress updates … activities. Manage employee relations matters in partnership with HR, including performance management and disciplinary processes where required. Proactively monitor ticket dashboards to identify potential SLA breaches and communicate risks to relevant stakeholders. Maintain regular communication with local and remote teams through Microsoft Teams and other collaboration tools, ensuring concerns ...

ITSM SLA Analyst - 12 Month FTC - £35-£40k Overview An organisation is seeking an ITSM SLA Analyst to manage service performance governance, reporting, and continuous improvement across IT services. This role acts as the single source of truth for SLA performance , ensuring contractual obligations are met, risks are proactively managed … service quality remains high. Key Responsibilities Own SLA governance across IT services, ensuring consistent definition and measurement Monitor and report on performance (daily/weekly/monthly), highlighting trends, risks, and breaches Ensure compliance with contractual SLAs and KPIs Identify and mitigate SLA breach risks , driving corrective actions Maintain data ...