26 to 50 of 489 SLA Jobs in the UK

with at least one year of hands-on IT support experience within a professional services setting. You will be confident working in a structured, SLA-driven environment and comfortable balancing competing priorities. Key attributes and experience include: Strong customer service skills across phone, face-to-face and digital channels ...

assignments, and access modifications across Microsoft tools. Technical Troubleshooting: Remotely diagnosing faults across Windows operating systems, desktop applications, hardware peripherals, and core networking protocols. SLA Compliance: Proactively managing individual queues to ensure all client requests meet target response and resolution times. Maintaining a high level of customer service when responding ...

complex NHS or comparable environment, including prioritisation, dependencies, risk and benefits. Understanding of resource and capacity planning to deliver services based around customer expectations, SLA’s and KPI’s. Understanding of the regional and national NHS landscape and experience working within it. Experience Significant experience of leading and line-managing ...

incident bridge calls, investigations, and recovery activities* Collaborate with technical leads to develop structured action plans, assigning clear ownership, timelines, and accountability to meet SLA targets* Provide matrix management across teams, processes, and third-party suppliers, proactively resolving conflict to maintain progress towards resolution* Take overall accountability for restoring service ...

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 ...

development pathways for technical staff and future leaders. Service Operations Own day-to-day service performance across incidents, requests, escalations and problem management. Ensure SLA performance, ticket ownership and customer communications remain at the highest standards. Act as the senior escalation point for priority incidents and complex customer issues. Lead ...

service mapping capabilities, and governance controls. Ensure CMDB data accuracy, completeness and compliance. Build executive and operational dashboards using modern reporting tools. Develop KPI, SLA and performance reporting frameworks. Implement automated notifications, reporting schedules and exception management. Support continuous service improvement through analytic and automation. Essential Skills & Experience 3+ year ...

Mitigating infrastructure and operating system security vulnerabilities MS Office 365 platform support; SharePoint, OneDrive, Teams, Intune management Working within a ticket management system with SLA and KPI adherence Any certification or working experience supporting or implementing several of the infrastructure technologies listed below would be an advantage. Linux Server configuration ...

client-facing service delivery engagements. Experience managing offshore delivery and support teams. Strong background in: Incident Management, Problem Management, Change Management, Service Governance, and SLA & KPI Management. Experience working with ticketing systems such as Jira, ServiceNow, Zendesk, or similar. Strong stakeholder management and communication skills. Ability to manage multiple priorities ...

team (ILS, Training, application onboarding) to ensure continuous service delivery and development and a seamless customer experience Service Reporting Produce monthly reporting packs covering SLA performance, KPIs, backlog, trends, and risks Develop and maintain dashboards in relevant Service Management toolsets Support audit evidence gathering and compliance checks as required Continuous ...

suite level stakeholder management Good understand of M365 and associated licencing models Strong analytical problem-solving skills Confident communication Job responsibilities Manage SLA and tracking of service obligations and overall performance for your customers in accordance with the contract Work closely with Service Desk and other delivery teams to ensure ...

November 2026 Other suitable Skills & experience include:- Experience managing £1m+ budgets, leading teams, ITIL service management, stakeholder and supplier management, service improvement planning, SLA and KPI monitoring, risk management, major incident management, service continuity, operational reporting, UK GDPR and the Data Protection Act 2018. ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning,cutting ...

engagement sessions to promote data literacy and evidence-based decision-making. KPI Management Define, track, and report on KPIs for Service Desk operations, including SLA compliance, resolution times, and customer satisfaction. Establish a robust reporting framework to monitor performance and drive continual service improvement. Provide insights that inform resource planning ...

breadth and depth across infrastructure technologies to understand technical discussions, challenge weak diagnoses and recognise when an investigation is heading in the wrong direction. SLA performance and continuous improvement sit with you, and the role stays hands-on rather than managing from a distance. Responsibilities Build a structured development pathway ...

support for Google Workspace services and applications. Manage user accounts, permissions, access requests, and administration activities. Resolve incidents and service requests in line with SLA requirements. Support and troubleshoot: Gmail Google Meet Google Drive Google Chat Google Docs, Sheets, and Slides Manage and update tickets through ITSM platforms and incident ...

vendor renewal activities, onboarding, transitions, and offboarding processes. Support financial governance activities, including tracking spend, invoicing oversight, and vendor performance reporting where applicable. Ensure SLA reporting aligns with contractual commitments and supports service excellence objectives. Reporting, Data & Process Improvement Support the production of governance dashboards, scorecards, management information reports ...

major and high-impact incidents. Provide technical direction to other 3rd Line engineers and help prioritise work based on customer impact, urgency and SLA risk. Review escalations from 1st and 2nd Line and make sure the right troubleshooting has been completed. Work with suppliers and internal specialists when an issue ...

asset inventories. Develop service mapping and governance capabilities. Implement audit and compliance controls. Reporting & Analytics Develop operational and executive dashboards. Create KPI and SLA reporting frameworks. Deliver trend analysis, performance monitoring, and data insights. Implement automated reporting and alerting mechanisms. Support continuous CMDB health monitoring. KPI Management Develop and maintain ...

accurate technical documentation and incident records. Participating in major incident response and structured 24/7 shift handovers. Delivering excellent customer service while maintaining SLA performance. Essential Skills Previous experience in a 2nd Line Network Support, Connectivity Engineer, NOC Engineer or Service Desk role. Strong troubleshooting and incident management skills. ...

Monitor and manage infrastructure alerts across cloud and on-premise environments Investigate, troubleshoot, and resolve infrastructure incidents Manage ticket lifecycles through ITSM processes and SLA targets Perform daily backup validation and support remediation activities Support monthly patching activities across Windows, Linux, Azure, and VMware estates Assist with Azure and VMware ...

prioritised, assigned and progressed effectively. Proactively manage ticket lifecycles, applying governance controls to minimise ticket ageing and maintain service quality. Drive the avoidance of SLA breaches through active queue management, escalation and coordination with resolver groups. Conduct regular ticket quality audits, identifying non-compliance and implementing corrective actions to improve ...

Windows Server, Active Directory, DNS and DHCP Support Microsoft 365, including Exchange Online and SharePoint Work tickets through an ITSM/PSA platform to SLA Assist with backup, disaster recovery and migration projects What you'll need Proven 2nd line experience, ideally within an MSP Strong hands-on Hyper ...

infrastructure across EMEA offices and showrooms, covering corporate hardware lifecycles (Windows/MacOS), M365 systems, conferencing technology, and automated onboarding/offboarding workflows. Vendor SLA Management: Manage local and regional hardware vendors, telecom partners, field support agencies, and POS providers, holding them accountable to strict ticket resolution timelines via ServiceNow. ...

Mitigating infrastructure and operating system security vulnerabilities MS Office 365 platform support; SharePoint, OneDrive, Teams, Intune management Working within a ticket management system with SLA and KPI adherence Any certification or working experience supporting or implementing several of the infrastructure technologies listed below would be an advantage. Linux Server configuration ...