23 of 23 SLA Jobs in Scotland

achieve first-call resolution rates above 75% for incidents within my scope Customer satisfaction scores remain above 4.5/5 for all support interactions I meet or exceed agreed SLA targets for response and resolution times End users provide positive feedback about the quality and professionalism of support received I maintain accurate and comprehensive ticket documentation that enables seamless handovers More ❯

software, and network issues promptly and effectively. Fix 70% of incidents at first contact (when possible). Achieve overall customer satisfaction of 95%. Achieve overall customer service level (SLA) of 98%. Ensure adherence to performance targets. Ensure that incidents are dealt with according to customer and priority needs. Log all support interactions and maintain accurate records of user More ❯

software, and network issues promptly and effectively. Fix 70% of incidents at first contact (when possible). Achieve overall customer satisfaction of 95%. Achieve overall customer service level (SLA) of 98%. Ensure adherence to performance targets. Ensure that incidents are dealt with according to customer and priority needs. Log all support interactions and maintain accurate records of user More ❯

software, and network issues promptly and effectively. Fix 70% of incidents at first contact (when possible). Achieve overall customer satisfaction of 95%. Achieve overall customer service level (SLA) of 98%. Ensure adherence to performance targets. Ensure that incidents are dealt with according to customer and priority needs. Log all support interactions and maintain accurate records of user More ❯

forward-thinking service strategy aligned to business and customer goals Build strong relationships with key customer stakeholders and manage executive service reviews Drive continuous service improvement, performance monitoring, and SLA adherence Collaborate with Sales and Technical teams to support retention and growth Champion customer satisfaction, insight-driven change, and service excellence Develop robust reporting alongside Sales to ensure customer satisfaction More ❯

requests, fault reports and IT-related job or equipment requests, via the departments IT Service Management (ITSM) system. You will escalate incidents when considered appropriate in order to maintain SLA expectations. This role can be based in any of the following locations: Inverness, Dundee, Johnstone, Cambuslang and Newbridge. There will be an assessment centre day held on the 30th of More ❯

as set out in the contract. The role will be to deliver on the agreed contract and execute the Operational delivery that will require monitoring and reporting on the SLA, MI reporting on a number of topics and leading the review management directly to the allocated customers face to face. Main Mission & Expected Results Build strong, long-term relationships with More ❯

on a variety of equipment including, plumbing, boiler plant, ventilation, pumps, would be beneficial. • Experience of working within a mobile service delivery contract. • An understanding of Service Level Agreements (SLA's), service targets and objectives and Key Performance Indicators (KPI's) and ability to interpret management information. • Knowledge of Health & Safety and safe working practices. • Excellent communication skills. • Supervisory management More ❯

Team and the Infrastructure Operations Team members based on the ticket severity and priority Track the incidents/service requests/problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/problems/Service/Change requests as per the escalation mechanism Analyze the ticket trend and provide reports with improvement actions, create basic documents and More ❯

UK and overseas. The job description below will outline this position: Technical Service Manager Typically, this person will be responsible for managing all UK Government CSCS4 support cases, ensuring SLA/KPI targets are met or exceeded. Acting as the key link between internal teams, MOD stakeholders, and senior management, you'll coordinate technical cases from start to finish, ensuring More ❯

UK and overseas. The job description below will outline this position: Technical Service Manager Typically, this person will be responsible for managing all UK Government CSCS4 support cases, ensuring SLA/KPI targets are met or exceeded. Acting as the key link between internal teams, MOD stakeholders, and senior management, you'll coordinate technical cases from start to finish, ensuring More ❯

UK and overseas. The job description below will outline this position: Technical Service Manager Typically, this person will be responsible for managing all UK Government CSCS4 support cases, ensuring SLA/KPI targets are met or exceeded. Acting as the key link between internal teams, MOD stakeholders, and senior management, you'll coordinate technical cases from start to finish, ensuring More ❯

required: Experience working with GCP Strong Kubernetes Knowledge and hands-on experience of IaaC with Terraform Scripting skills: Python or Bash Previous SRE experience including knowledge about SLO/SLA/SLI and error budgets, is advantageous *Bonus* - Experience with HashiCorp Vaul If this is of interest and you have the required skills, please submit your CV over for immediate More ❯

and interpret splicing diagrams, plans, and BT network schematics. • Conduct testing using OTDR, ILM, and power meters to verify fibre integrity and performance. • Troubleshoot and resolve fibre faults within SLA timeframes. • Ensure all work is carried out safely and in compliance with BT Openreach standards and health & safety regulations. • Liaise with site managers, engineers, and Openreach coordinators to ensure project More ❯

and interpret splicing diagrams, plans, and BT network schematics. • Conduct testing using OTDR, ILM, and power meters to verify fibre integrity and performance. • Troubleshoot and resolve fibre faults within SLA timeframes. • Ensure all work is carried out safely and in compliance with BT Openreach standards and health & safety regulations. • Liaise with site managers, engineers, and Openreach coordinators to ensure project More ❯

Stores/Part/Engineering Management Teams Maintain a rigorous activity/workstack review and management procedure throughout the group, ensuring that backlogs are minimised, exceptions are captured and SLA jeopardy management is in place Projects Provide support during the mobilisation and implementation of new contracts in line with agreed processes. Contribute to service design, execution of mobilisation plan and … least ITIL foundation certified Strong service attitude and aiming to build lasting customer relationships Be able to identify and own the implementation of service improvement activities Experience of managing SLA’s and KPI’s Experience in problem management and change management Ability to demonstrate exceptional interpersonal skills and able to develop lasting working relationships with clients and colleagues Ability to More ❯

technology that just works? What will a Service Analyst 's job involve? Ensure delivery of work package or elements thereof, incidents or service requests in-line with outcome or SLA/KPI commitments. Support during incidents with production services, with clear communication to stakeholders. Identify and help people who are resolving issues. Engage with customer to understand their needs and … ensure those expected outcomes are met. Produce relevant reports on SLA/KPI in a standard format and agreed timeframe. Promote Continual Improvement. Provide customer focused assistance for staff and volunteers within BRC in locations across the UK and overseas. Support colleagues both remotely and in person. Troubleshoot issues across the operational eco-systems. Investigate issues and work with colleagues More ❯

Event Management requirements when required Support the Incident Manager role for all major Incidents impacting the allocated customer base Demonstrate a strong sense of urgency in meeting customer needs SLA Management Liaise with Sword operational support to ensure SLA objectives are achieved ITIL focused Previous experience in an admin and/or people management environment, where co-ordination and prioritisation More ❯

surrounding areas, Perth and nearby locations, Inchture & Abernyte) Role 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 will be required for this role. Key responsibilities: Will be required … with Call Administration teams and the Field Delivery Manager throughout the day to effectively manage all call details real-time and gain a 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 by way More ❯

surrounding areas, Perth and nearby locations, Inchture & Abernyte) Role 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 will be required for this role. Key responsibilities: Will be required … with Call Administration teams and the Field Delivery Manager throughout the day to effectively manage all call details real-time and gain a 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 by way More ❯

and scheduling installations, to maintaining their products and services upon conclusion of setup and installation. The role ensures the delivery of exceptional customer service, consistently meeting and exceeding agreed SLA’s in respect of customer contact and query resolution by working in collaboration with the team to maintain regular communication with the customer and manage expectations. Customer Answering calls to … customer interactions, committing to the Company’s direction of customer excellence. Supplier Assist in collaborating with suppliers/providers on faults and service interruptions while ensuring supplier/provider SLA’s are met, as well as ensuring the customer is informed at all stages in line with our own SLA’s; Liaise with suppliers on customer porting and service transition … to ensure the business meet their obligations under agreed SLA’s while ensuring that suppliers meet their own SLA obligations to the business and where issues arise, escalating to the Client Services Manager; Develop and maintain sustainable working relationships with key personnel within suppliers the business work with to facilitate a positive working relationship and the prompt & timely resolution of More ❯

surrounding areas, Perth and nearby locations, Inchture & Abernyte) Role purpose: To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA) click apply for full job details More ❯

If you have a passion for IT technology and a knack for delivering exceptional service, we want to hear from you! We're looking for a DC Services Engineer to join an innovative team in Edinburgh! In this full-time More ❯