23 of 23 SLA Jobs in the West Midlands

with experience in incident, change, and problem management processes. Proficiency in Power BI, with the ability to build dashboards that visualise deployment metrics, cloud cost trends, incident volumes, and SLA performance, using DAX and Power Query for data modeling. On-Call Support - Provide on-call support outside of standard working hours as and when required to ensure continuity of service More ❯

in a technical support role Strong troubleshooting skills across Windows 10/11 environments Good knowledge of O365, Active Directory, Exchange and Intune Solid ticket management experience in an SLA-driven environment Customer-first mindset and excellent communication skills Curious, proactive, and keen to learn - someone who takes real ownership ITIL awareness or certification (desirable) Experience supporting hardware, printers, mobile More ❯

resolution. - Proactively engage with all members of the System Management Team to support a continuous improvement program for TPCMS and the service provided with the customer. - Ensure all Service Level Agreement targets are exceeded. - Support the transition of the TPCMS service to other parties by aiding the development and training needs of candidates. Who you are: This role would be More ❯

resolution. - Proactively engage with all members of the System Management Team to support a continuous improvement program for TPCMS and the service provided with the customer. - Ensure all Service Level Agreement targets are exceeded. - Support the transition of the TPCMS service to other parties by aiding the development and training needs of candidates. Who you are: This role would be More ❯

resolution. Proactively engage with all members of the System Management Team to support a continuous improvement program for TPCMS and the service provided with the customer. Ensure all Service Level Agreement targets are exceeded. Support the transition of the TPCMS service to other parties by aiding the development and training needs of candidates. Who you are: This role would be More ❯

the data collation and tool sets provided for network analysis, offering recommendations and undertaking any corrective action. You will undertake or support rapid restoration of network fault resolution within SLA (and prior to critical Service failure where possible) You will Investigate network problems identified using pro-active (management) tools - where possible before critical Services are impacted You will ensure that More ❯

customer service for all support queries Logging all calls on the system and maintaining full documentation Allocating service requests to the dedicated service provider Monitoring supplier performance against agreed SLA's and reporting using KPI's Communicating with and chasing service providers for updates Updating relevant documentation with precise notes Passing end-of-day notes to the out-of-hours More ❯

based on customer-specific challenges and threat landscapes. Collaborate on statements of work (SOWs) and influence product roadmaps. Service Delivery Assurance Oversee performance and quality of services delivered, ensuring SLA and KPI compliance. Implement governance mechanisms and standardised methodologies. Act as the primary escalation point for complex engagements. Conduct regular client reviews to identify enhancement opportunities. Budget and Financial Management More ❯

on and offboarding, risks and issues, change management, and project planning Service Analyst – You will be working within a Service team, focusing on the performance and achievement of Service Level Agreement’s for Services into the client. This includes the management and trending of incident, problems, changes, and continual improvements, whilst driving compliance, and collaborating with technical teams to deliver More ❯

and Microsoft tablets, Lenovo/Dell Desktops and Laptops, KVM switches, Routers. Knowledge of Windows operating system and associated technologies Knowledge of peripherals and their maintenance printers, scanners. Be SLA focused and familiar with call management products. Familiarity with support procedures, scripts, and processes. Proven troubleshooting skills. Awareness of Payment Card Industry (PCI) compliance would be desirable. Valid UK Drivers More ❯

teams, our Linux team needs an engineer who has a solid background in Linux and Virtual Machines, alongside working on AWS. What you will be doing.... Working to the SLA's set out you'll be responsible for BAU tasks escalated from the service desk as well as documentation and continual client service, alongside project work with Designs and implementations More ❯

network problems identified using pro-active management tools. What youll bring Understanding of networkmanagementand use of Network Management Platform tools Proven track record of successfully prioritising simultaneous activities within SLA Proven track record in complex deliveryof multiple teams and interfaces Self-motivating individual with the ability to develop strong customer relationships as well as functioning in a team environment Must More ❯

and replication operations. Resolve database performance and data-related issues. Collaborate with SAP and IT teams to ensure smooth operations and issue resolution. Deliver infrastructure services in line with SLA and compliance targets. Ensure adherence to ITIL processes and security standards. Produce and maintain technical documentation and non-technical summaries. Experience Requirements Minimum 3 years’ experience as a SAP HANA More ❯

and resource forecasting. Key Responsibilities: Own the Pre-Sales COR process and pipeline for NGET/NESO Collaborate with business development and delivery leads Coordinate and review CORs, ensuring SLA compliance and sign-offs Align pipeline with strategic priorities and capacity Maintain accurate reporting for PMO and stakeholders Support demand forecasting and delivery planning Ensure smooth handovers to delivery Identify More ❯

and their applications; Ideally previous SISS Proven fault-finding skills and experience including the use of suitable test equipment; Proven IT skills (laptop, Office 365); Experience of working with SLA driven maintenance contracts. Good organisational skills, including multitasking and time management Full UK driving licence The additional benefits with this role: 34 days holiday, including public holidays, plus the option More ❯

and life-long learning opportunities Opportunity to join Europe's largest privately-owned IT Company Role purpose: To support the successful delivery of customer projects and contracts, to deadline, SLA, compliance and quality requirements. Key responsibilities: Undertaking large volumes of Hybrid Mail printing, photocopying, scanning, binding and booklet making Liaising with staff and clients, receiving incoming requests, communicating deadlines and More ❯

wider teams, working to resolve issues promptly. Provide balance sheet management including balance sheet reconciliations and support audit reviews. Create and set up critical business management artefacts within agreed SLA's, including finance system access requests & project code requests. Work closely with internal and external stakeholders and demonstrate effective communication. Continually identify measures to improve processes and maximise the accuracy More ❯

wider teams, working to resolve issues promptly. Provide balance sheet management including balance sheet reconciliations and support audit reviews. Create and set up critical business management artefacts within agreed SLA's, including finance system access requests & project code requests. Work closely with internal and external stakeholders and demonstrate effective communication. Continually identify measures to improve processes and maximise the accuracy More ❯

and responsiveness. Identify and resolve performance anomalies or trends, escalating issues where required. Participate in incident management, providing clear updates to stakeholders during high-pressure situations. Generate and interpret SLA and KPI metrics to support service reporting. Maintain accurate documentation and reporting on monitoring activities. Your Skills: Familiarity with EBS modules (e.g. Financials, HRMS, SCM) and system architecture. Proficiency with … queue management within EBS. Analytical mindset with strong attention to detail in identifying performance issues. Excellent communication skills , confident in engaging with stakeholders during incidents. Experience generating and interpreting SLA/KPI metrics. Strong documentation and reporting skills. Nice to have: Experience monitoring and supporting Oracle E-Business Suite (EBS) in a production environment. Exposure to ITIL processes (Incident, Problem More ❯

and responsiveness. Identify and resolve performance anomalies or trends, escalating issues where required. Participate in incident management, providing clear updates to stakeholders during high-pressure situations. Generate and interpret SLA and KPI metrics to support service reporting. Maintain accurate documentation and reporting on monitoring activities. Your Skills: Familiarity with EBS modules (e.g. Financials, HRMS, SCM) and system architecture. Proficiency with … queue management within EBS. Analytical mindset with strong attention to detail in identifying performance issues. Excellent communication skills , confident in engaging with stakeholders during incidents. Experience generating and interpreting SLA/KPI metrics. Strong documentation and reporting skills. Nice to have: Experience monitoring and supporting Oracle E-Business Suite (EBS) in a production environment. Exposure to ITIL processes (Incident, Problem More ❯

Printers, MFDs, and basic network connectivity. Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates To provide infrastructure administration functions Providing on-site cover as … requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service Providing daily ticket updates to ensure users are fully updated on updates Move equipment associated with service requests, inline with health and safety More ❯

the business evolve strategically. Key Responsibilities · Lead, mentor and develop Support Desk and Onsite Project teams. · Oversee training, development plans and performance reviews. · Set and monitor KPI’s and SLA’s to drive excellence. · Foster a culture of collaboration, accountability and continuous improvement. · Ensure effective workforce planning and scheduling. Service Delivery · Act as the senior technical escalation point for advanced … support issues · Oversee daily Support Desk and Project performance to maintain SLA targets · Work closely with the Service Delivery Manager to uphold exceptional service · Drive improvements in efficiency, first-time fix rates and client satisfaction. · Build strong relationships with customers to support retention and growth. Strategy · Report directly to the Technical Director as part of the senior leadership team. · Provide More ❯

Senior Technical Support Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You’ll also work closely with your global peers, Product, and Support Operations to continuously raise the bar on operational excellence and user outcomes. This … a technical support environment Proven ability to drive support team performance, productivity, and accountability at a regional or functional level Strong understanding of case management principles, support tooling, and SLA-driven operations Demonstrated success implementing performance improvement plans and structured coaching Excellent organizational and execution skills with a bias toward action and clarity Effective communicator, able to lead with transparency More ❯