24 of 24 SLA Jobs in Scotland

telephone, email, chat, and self-service Carry out initial triage and diagnostic of problems and resolve where possible in a timely manner according to SLA’s Complete service request fulfilment, including ordering new equipment and ensuring it is sent to the customer directly or to an IT centre for configuration ...

operational resilience, business continuity, and disaster recovery frameworks. Experience implementing service automation, self-service, observability, or service experience improvements. Supplier management experience, including SLA monitoring, service reviews, and performance improvement initiatives. Previous people management, coaching, or team development experience. WHAT YOU'LL LOVE: You can help shape a resilient, high ...

performing service functions. Strong understanding of ITIL-aligned Service Management practices. Demonstrable experience across: Incident Management Major Incident Management Service Request Fulfilment Escalation Management SLA and KPI Management Queue Management Experience using ServiceNow or other enterprise ITSM platforms. Proven track record of delivering: Service improvement initiatives Shift-left strategies Automation ...

maintain strong relationships with customer stakeholders, becoming a trusted partner for Oracle Cloud service delivery and optimisation.Lead regular Service Review Meetings, presenting service performance, SLA achievements, risk management activities, and improvement initiatives.Manage customer escalations, major incidents, service risks, and business-critical issues through to successful resolution.Drive Continual Service Improvement ...

overall operational efficiency.Contributing to solution architecture and implementation activities, including Jira Service Collection configuration, portal design, request type definition, workflow and automation setup, SLA management, asset schema design, reporting, and adoption planning for the Atlassian Service Collection.Collaborating on service delivery and operational transformation initiatives alongside the wider Atlassian CoESupporting teams ...

overall operational efficiency.Contributing to solution architecture and implementation activities, including Jira Service Collection configuration, portal design, request type definition, workflow and automation setup, SLA management, asset schema design, reporting, and adoption planning for the Atlassian Service Collection.Collaborating on service delivery and operational transformation initiatives alongside the wider Atlassian CoESupporting teams ...

cloud hosted and privately hosted environments. You will be self-motivated and be able to multitask in line with project plans and customer SLA’s. You must be comfortable speaking to customers and have very good written and oral communication skills. A high level of organisational ability is a must ...

careers site Careers | Ashurst Perkins Coie About you: Relevant Cyber Security and/or IT experience Experience in metric reporting and KPI/SLA management Experience with security technologies such as firewalls, SIEM, DLP and endpoint protection Experience working with Jira, Azure DevOps, ITSM tools such as Cherwell and ServiceNow ...

internal telephone systems. My client operates a JIRA system to manage the service desk tickets and to ensure requests are responded to within agreed SLA’s. It would also be great to hear from anyone that has core networking exposure of CISCO and DNS/DHCP knowledge. ...

site Careers |Ashurst Perkins CoieAbout you:The successful candidate will have:Relevant Cyber Security and/or IT experienceExperience in metric reporting andKPI/SLA managementExperience with securitytechnologies such as firewalls, SIEM, DLP and endpoint protectionExperience working with Jira, AzureDevOps, ITSM tools such as Cherwell and ServiceNow and the MSOffice ...

Sword Group is seeking a Service Delivery Manager to shape and lead service delivery, ensuring efficiency and KPI/SLA alignment. You will support growth and strengthen customer relations across geographies, while maturing service management practices with an ITIL framework. The role offers opportunity to influence processes, manage diverse teams ...

channels (phone, chat, email) in a fast-paced Executive Care environment Balancing premium service delivery with operational KPIs such as productivity, handle time, and SLA adherence Building long-term relationships with Executive travellers through consistent, high-quality service Collaborating closely with peers to maintain a high-performance, elite service culture ...

channels (phone, chat, email) in a fast-paced Executive Care environment Balancing premium service delivery with operational KPIs such as productivity, handle time, and SLA adherence Building long-term relationships with Executive travellers through consistent, high-quality service Collaborating closely with peers to maintain a high-performance, elite service culture ...

platform managed service contract Fast-growing technology consultancy specialising in the energy sector Location - Aberdeen. Based on the customer’s site Accountable for SLA and KPI attainment, service governance and customer reporting on a single major contract Large hybrid multi-cloud estate — Azure, AVS, Arc, AVD/Citrix … regime — track exposure, understand where performance is drifting, and act before credits are incurred Produce the monthly service report covering incident and request volumes, SLA and KPI attainment, patch compliance, change performance, backup performance, and trends and improvement actions Run the monthly service review and quarterly business review with ...

deploy, and maintain database systems and solutions Provide expert technical guidance to colleagues, stakeholders and customers Support database systems to ensure availability, performance and SLA compliance Manage database security, integrity, and compliance with data standards. Develop, implement, and maintain backup and disaster recovery procedures Deploy and configure database solutions into ...

deploy, and maintain database systems and solutions Provide expert technical guidance to colleagues, stakeholders and customers Support database systems to ensure availability, performance and SLA compliance Manage database security, integrity, and compliance with data standards. Develop, implement, and maintain backup and disaster recovery procedures Deploy and configure database solutions into ...

senior stakeholders within vendors to triage, escalate and resolve client support queries and ensuring the customers are kept up to date within the appropriate SLA'sLead technical quarterly business reviews for strategic ITAM vendors providing constructive feedbackBe at the forefront of new product technology/service offerings through vendor training ...

cost-benefit and risk management criteria. • To assure the OT services delivery to business areas, with the quality levels defined in the agreed SLA’s. • Responsible for OT Service conformance in accordance with ITIL best practice and Group Global standards for Service Desk operation, Change Management, Incident Management, Configuration Management … services including testing and invocation. • Budgetary delivery of agreed services against budget. Dimensions • Delivery of agreed SLAs across appropriate suppliers. • Compliance with enduring SLA management framework. • Management of support functions for the SPR Office OT Services and the support handover of new OT projects into enduring production support. • Capable ...

weekly Change Advisory Board, and keep knowledge management current so learnings, workarounds and known errors are reused. Performance & improvement Own the team's SLA performance across response time, resolution time and customer satisfaction, monitoring through HubSpot, Jira and Grafana and acting early on risks. Produce weekly reporting on volumes, SLA ...

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). Key Competencies Calm and decisive under pressure Highly organised with strong attention to detail ...

weekly Change Advisory Board, and keep knowledge management current so learnings, workarounds and known errors are reused. Performance & improvement Own the team's SLA performance across response time, resolution time and customer satisfaction, monitoring through HubSpot, Jira and Grafana and acting early on risks. Produce weekly reporting on volumes, SLA ...

privately-owned IT CompanyRole purpose:To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). To work efficiently and proactively to deliver IT support services to a wide range of customers.Security clearance or willingness to apply will be required … Field Delivery Manager throughout the day to effectively manage all call details real time and gain full understanding of the customer’s SLA requirements.Utilise a mobile device to check and update allocated calls in a timely manner to achieve required commit time, and reflect actual work done in real time ...

privately-owned IT CompanyRole purpose:To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). To work efficiently and proactively to deliver IT support services to a wide range of customers.Security clearance or willingness to apply will be required … Field Delivery Manager throughout the day to effectively manage all call details real time and gain full understanding of the customer’s SLA requirements.Utilise a mobile device to check and update allocated calls in a timely manner to achieve required commit time, and reflect actual work done in real time ...

privately-owned IT CompanyRole purpose: To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). To work efficiently and proactively to deliver IT support services to a wide range of customers. Security clearance or willingness to apply will … Field Delivery Manager throughout the day to effectively manage all call details real time and gain full understanding of the customer's SLA requirements. Utilise a mobile device to check and update allocated calls in a timely manner to achieve required commit time, and reflect actual work done in real ...