326 to 350 of 379 SLA Jobs in the UK

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and ...

escalation processes Ensure timely response and resolution of incidents and service requests Act as an escalation point for complex or high-priority issues SLA & KPI Management Own and report on service desk performance against SLAs and KPIs Monitor metrics such as: First Response Time Resolution Time (MTTR) First Contact Resolution … Ensure clear boundaries between project work and support activities Assist in identifying opportunities for project work from recurring support issues Key Performance Indicators (KPIs) SLA compliance across all clients Reduction in ticket backlog Improvement in response and resolution times Customer Satisfaction (CSAT/NPS) Team utilisation and productivity Reduction ...

ownership, criticality, dependencies, routing, on‐call/escalation contacts and support boundaries. Service reporting pack covering incidents, MTTR, repeat incidents, change performance, service health, SLA/KPI performance, operational risks, controls evidence and decisions required. Day 1+ service maturity roadmap showing how the model evolves from people‐led launch control … stakeholder communications and post‐incident improvement in high‐availability services. Strong practical knowledge of ITSM processes, including incident, problem, change, request, knowledge, service catalogue, SLA/KPI management and operational reporting. Experience designing or improving service‐management tooling and workflows, ideally including Jira Service Management, ServiceNow or equivalent ITSM platforms. ...

support teams in accordance with defined escalation procedures, whilst retaining ownership of incidents and requests throughout their lifecycle, ensuring they meet agreed OLA and SLA targets, proactively managing and communicating progress where targets are at risk. Ensure timely and accurate escalation to second‐line and specialist teams, providing complete diagnostic … curious and investigative approach to problem-solving, balanced with the discipline to follow scripted processes and escalation paths Experience working in an OLA and SLA-driven service desk environment, with an understanding of prioritisation, breach prevention and customer communication Strong customer service mindset, with an emphasis on reducing customer effort ...

Service Delivery Manager Permanent Location: UK - Remote Salary: £75,000 - £85,000 (+ benefits) Skills: SC Clearance, IT Service Delivery, ITIL, Managed Services, SLA Management, Customer Relationship Management, Service Reviews, Stakeholder Management We're recruiting an SC Cleared Service Delivery Manager to join a leading technology consultancy delivering managed services … managed service customers. Acting as the primary point of contact for service delivery and customer engagement. Leading regular service reviews and reporting against SLA and KPI performance. Managing service risks, issues and escalations. Supporting the transition of new services into business-as-usual. Working closely with technical delivery teams, suppliers ...

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and ...

structured IT environment. You'll provide Level 1 & 2 support across multiple locations, handling incidents, requests, and hardware/software issues while ensuring SLA and security compliance. You'll also get involved in IT projects, service improvements, and end-user training. Provide onsite and remote Level 1 & 2 IT support … resolving incidents and service requests within SLA Log, update, and manage tickets in the IT Service Management system, escalating where needed Support Windows devices, Microsoft 365, Active Directory, mobile devices, and peripherals Manage hardware/software lifecycle including procurement, installation, configuration, and asset tracking Identify trends and contribute to service ...

PaaS). Demonstrated ability to lead technical teams and manage high-pressure incident response, including root cause analysis and service restoration in line with SLA commitments. Strong communication, documentation, and stakeholder engagement skills across technical teams, service desk, suppliers, and business units. Experience with IT service management practices, including Jira … SLA tracking, incident and problem management, and CAB processes. Solid expertise in Active Directory and related services, including Group Policy, DNS, and AD Sites and Services. ...

CAT5 and fibre network patching Provide hands-and-eyes support to suppliers Ticketing, SLAs & Communication Maintain clear ticket updates and resolution notes Resolve within SLA or escalate appropriately Keep users informed throughout the lifecycle Projects (when assigned) Coordinate small refresh or deployment projects Act as point of contact for leadership … Dell) Experience supporting HP multifunction printers Proficiency with Windows OS and Microsoft applications Solid PC and peripheral hardware knowledge Experience with ITSM processes and SLA adherence Familiarity with CAT5/fibre patching Full UK driving licence and eligibility for nuclear-licensed site clearance Desirable Skills & Certifications ITIL Foundation SCCM knowledge ...

management, incident response, and audit readiness. Supplier & Stakeholder Management Act as the primary technical authority with network service providers and hardware vendors, accountable for SLA adherence, capacity planning, and service improvement. Coordinate change windows, communications, and post-change validation with business and IT stakeholders. Documentation & Governance Owner of network documentation … changes in high-availability, mission-critical environments with minimal downtime. Experience collaborating with third-party vendors and suppliers to deliver critical services and oversee SLA compliance. KNOWLEDGE AND EXPERTISE Routing & Switching: Expert knowledge of BGP, static routing, route redistribution. VLANs, trunking, STP variants, LACP/EtherChannel. Cloud & Modern IT: Significant ...

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 ...

Incident diagnosis and resolution Escalate unresolved Incidents in line with Service Desk escalation procedures Support CCTV, access control, intruder alarm, and intercom systems Ensure SLA compliance and accurate ticket updates Adhere to security, compliance, and confidentiality requirements Provide remote support for on site engineers Contribute to Knowledge Management and Continual … level clearance Working as part of a team Desirable Good written and spoken English Commercially aware Competencies for Success First Contact Resolution (FCR) SLA compliance for response and resolution Accuracy of incident logging and categorization Customer Satisfaction (CSAT) scores Call quality and procedure adherence Escalation timeliness for priority incidents Inquisitive ...

stakeholder interface across IT, business and architecture teams to align tooling capability with strategic objectives Manage third-party vendors and suppliers, ensuring SLA adherence, performance optimisation and cost effectiveness Own budget management, resource planning and FinOps activity to ensure efficient platform and supplier spend Ensure compliance with governance, security … maturity at scale Excellent stakeholder management skills with the ability to influence senior technical and business stakeholders Strong vendor and supplier management experience, including SLA governance and performance management Experience managing operational budgets and driving cost optimisation, including FinOps practices Strong understanding of ITIL, service management, governance and secure cloud ...

Position: ICT Technician - Must Drive Location: Swindon Salary: £28k - £30k plus Benefits Our client are looking for a proactive and skilled ICT Technician to provide dedicated IT support to a group of primary schools. The ...

pivotal role of supporting the business with the release of software to customers, ensuring the availability of hosted, internal, and cloud systems within agreed SLA's. With a strong emphasis on diversity, equity, and inclusion, our client is committed to fostering a positive and collaborative working culture. Key Responsibilities: Coordinate … Client/Server, Linux environments, and SQL Server (desirable). Understanding of networking fundamentals (TCP/IP, DNS, routing, VPNs). Experience working in SLA-driven environments and handling multiple priorities. Skills & Aptitudes: Strong technical troubleshooting skills. Good understanding of Office 365 and general computer literacy. Ability to work methodically ...

responsible for the workflow and support of the Service Delivery Manager Major Accounts. This role manages customer services, ensuring adherence to SLA and being the first line support to the Service Coordinators where required. Key Responsibilities: Accountable for ticket management, ensuring allocation and tickets being resolved within SLA … Support the onboarding of new customers and engage with the Customer and Services Transition Manager to ensure seamless transition into BAU services Support service SLA s and manage the team accordingly to achieve the SLA alongside service-related tasks Support and engage with the Operational Managers to ensure order queries ...

ongoing management of boundary security and managed services protecting defence organisations' network perimeters. You will manage boundary security operations, lead service delivery teams, ensure SLA compliance, and maintain the security posture of critical defence network boundaries. This role requires deep expertise in boundary security technologies, managed service delivery and defence … Understanding of vulnerability assessment and remediation processes Familiarity with MOD security requirements, Classification Guides and defence standards Knowledge of managed service delivery models and SLA management Personal Attributes Exceptional leadership and team management capabilities Outstanding customer engagement and communication skills Strong decision-making under pressure, particularly in security incidents Detail ...

ownership, criticality, dependencies, routing, on‐call/escalation contacts and support boundaries. Service reporting pack covering incidents, MTTR, repeat incidents, change performance, service health, SLA/KPI performance, operational risks, controls evidence and decisions required. Day 1+ service maturity roadmap showing how the model evolves from people‐led launch control … stakeholder communications and post‐incident improvement in high‐availability services. Strong practical knowledge of ITSM processes, including incident, problem, change, request, knowledge, service catalogue, SLA/KPI management and operational reporting. Experience designing or improving service‐management tooling and workflows, ideally including Jira Service Management, ServiceNow or equivalent ITSM platforms. ...

Processors, and Contract Administration teams Drive a high-performance culture focused on customer service, operational efficiency, and service quality Manage resource planning to maintain SLA performance and operational consistency Oversee real-time allocation of Fire & Security engineers to reactive service works Ensure emergency and critical system faults are prioritised effectively … proactive customer engagement Handle escalated service issues and high-profile customer concerns professionally Oversee accurate sales order processing and contract administration Ensure contract information, SLA details, asset data, and pricing are maintained accurately Own and manage KPIs including SLA adherence, retention, WIP, dispatch efficiency, and PPM completion Identify and implement ...

2. Service Performance & Reporting*** Own the production and delivery of monthly and ad-hoc service reporting packs, including: + Platform availability and uptime against SLA + Performance metrics (latency, throughput, capacity utilisation) + Incident volumes, trends, and resolution times* Translate complex engineering data into client-relevant insights and narratives.* Ensure … + Mean time to resolution (MTTR) and root cause themes* Ensure adherence to FNZ incident management practices focused on rapid restoration of service within SLA targets.* Drive post-incident reviews and ensure corrective actions are implemented.**4. Production Support & Operational Oversight*** Maintain visibility of open issues, backlog, and production support ...

escalation point for incidents. Troubleshoot issues using logs, configuration reviews and SQL queries. Own incidents through to resolution, ensuring accurate prioritisation and SLA compliance. Participate in major incident management and provide timely customer updates. Perform first-line diagnostics and escalate issues where required. Ensure requests are validated, compliant and delivered … within SLA targets. Support reporting activities for the Team Leader. Identify recurring issues and improve support processes through knowledge sharing. Skills & Experience 1-3 years' experience in Application or Product Support (B2B/SaaS preferred). Strong troubleshooting and analytical skills. Good understanding of ITIL 4 principles. Strong SQL skills ...

related incidents and service requests. Troubleshoot and resolve issues across routing, switching, wireless, security, and broadband technologies. Manage tickets through to resolution, ensuring all SLA commitments are achieved. Perform detailed technical diagnostics and identify appropriate escalation paths where required. Deliver clear and professional communication to customers throughout the support lifecycle. … principles. Experience working with broadband and connectivity services. Familiarity with firewall technologies and network security best practices. Experience using ticketing systems and working within SLA-driven environments. Excellent troubleshooting and problem-solving capabilities. Strong verbal and written communication skills with the ability to engage effectively with customers and stakeholders. Desirable ...

Ensure contractual commitments are fully executed Act as key interface between customer and internal teams Own post-go-live operational performance Lead KPI and SLA reviews Monitor operational performance and customer outcomes Drive adoption and value realisation Build long-term customer relationships, support long-term partnership development with key customer … Metrics) Project Delivery Excellence (On-Time, On-Quality, On-Budget) Revenue Realisation and Cash Collection Performance Customer Satisfaction and Account Health Operational KPI and SLA Performance Contract Execution Accuracy and Value Realisation Risk Identification, Escalation Resolution, and Governance Effectiveness Continuous Improvement and Operational Excellence Requirements Proven experience in project delivery ...

team around them. You will: Execute daily real-time and end-of-day index production processes, ensuring delivery within strict deadlines and SLA compliance across global markets Monitor real-time production systems, investigate alerts, and perform root cause analysis - driving resolution independently rather than waiting for direction Lead quality assurance … executing UAT, and validating system changes in operational environments Strong understanding of financial markets, index concepts, and corporate actions Experience working in time-sensitive, SLA-driven operational environments with a strong ownership mindset Proficiency in SQL and Excel; working knowledge of Python or scripting preferred Practical exposure to AI-enabled ...

Reporting & Stakeholder Communication Produce regular vulnerability reporting (weekly, monthly, quarterly) Build tailored remediation outputs for technical teams Prepare executive and governance reporting packs Track SLA performance, aged vulnerabilities, and remediation progress Ensure clear evidence of reporting distribution and stakeholder engagement Remediation Management Maintain remediation tracking and follow-up logs Drive … audit Ensure vulnerability status updates are current and traceable Provide closure summaries for reporting and governance Governance & Continuous Improvement Support KPI/KRI and SLA reporting dashboards Contribute to governance meetings and reporting cycles Maintain action logs and continuous improvement backlog Support improvements in data quality, ownership, and workflow consistency ...