9 of 9 SLA Jobs in Wales

commercial teams to ensure a seamless customer experience What Success Looks Like Excellent customer satisfaction and long-term relationship management Consistent achievement of SLA and KPI targets Successful delivery of continual service improvement initiatives Effective management of service risks and escalations Strong collaboration between customer and internal teams Efficient, commercially ...

delivery across multiple concurrent workstreams. Experience operating with or implementing a PMO or project governance function, even informally, is important, as is familiarity with SLA management and service reporting in a commercial context. Experience in field services, configuration, or network operations is highly desirable. You're highly organised, capable ...

Level Agreements. Be an escalation point for service desk tickets for 3rd line escalations. Accountable for tickets assigned for investigation, resolution, customer communications and SLA escalation Ownership an input to solution designs at all levels (High Level, Low Level and Technical) Creation of test plans to ensure required quality ...

reduce repeat issues, enhance efficiency, and deliver measurable benefits. You will analyse service performance data to produce insights, drive preventative actions, and improve SLA outcomes. You'll also provide governance and oversight across support teams, ensure adherence to processes, act as an escalation point, and deputise for the Helpdesk Manager ...

Incident Management (Advanced Comms): Diagnose and resolve escalated telecoms and connectivity incidents in line with ITIL best practice. Service Level Management: Manage tickets within SLA, ensuring accurate updates, detailed diagnostics, and clear resolution notes. Ownership & Escalation Control: Take full ownership of escalated incidents and avoid unnecessary re-escalation. Technical Troubleshooting ...

Excellent documentation and stakeholder communication skills. Desirable Experience with virtualisation technologies. Exposure to enterprise backup platforms and disaster recovery solutions. Experience working to strict SLA-driven environments. Microsoft or infrastructure-related technical certifications. Experience within highly regulated or secure environments. If you are interested in this role, please feel free ...

financial strategy - Team leadership - Overseeing budgets - Analysing financial risk, financial accounting and reporting - Management of third party IT service providers and contracts - Ensuring SLA's are met across IT support - IT licence monitoring To be considered suitable for this role you will need the following skills and experience: - Fully qualified ...

Sale) partners and systems. They ensure that customers orders successfully flow through the Olo ecosystem with a spotlight on revenue by driving critical SLA s, uptime and overall performance when it comes to integrations with external partners. This position is perfect for someone who has experience in the POS domain ...

agile working with the distributed team across locations. Your responsibilities: Vendor Management of on shore Client and Service Provider Clear understanding of KPI/SLA requirements SME or go to person for UK Payroll queries Ensure policies and procedures are followed and Zero noncompliance across the engagement Ensure the Service ...

technical standards, procedures and knowledge base articles. Work closely with Service Leadership to improve operational performance. KPI & Performance Management Monitor and report on: Response SLA Performance Resolution SLA Performance Ticket Backlog Ticket Ageing Escalation Volumes Re-open Rates Team Utilisation CSAT Performance Produce regular performance reports for the Head ...

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 ...

overseeing access authorizations, and ensuring network access integrity. Integration & Evaluation: Evaluating, testing, and integrating new hardware and software products into the existing program infrastructure. SLA-Driven Support: Providing high-quality second-line support to resolve incidents and service requests efficiently within a strict SLA framework. Team Leadership: Guiding and mentoring ...