1 to 25 of 42 SLA Jobs in the West Midlands

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

operation of our 1st, 2nd and Escalation Support teams.• Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling.• Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency.• Reduce unnecessary escalations through improved workflows, coaching and service standards.Customer Service & Operational Excellence• Lead major incidents, customer escalations and service ...

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

diverse customer base. Take ownership of incidents and service requests, prioritising and managing your own workload to ensure issues are resolved within agreed SLA timescales. Investigate and resolve technical issues, escalating to specialist teams or suppliers where appropriate. Support the installation, configuration, maintenance and upgrade of desktop hardware, software ...

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 ...

Lead, mentor and develop teams across Helpdesk, Field Services, Projects and Technical Specialists Own day-to-day IT service delivery, ensuring SLA, KPI and customer service targets are achieved Manage resource planning, workload, utilisation and capacity across BAU support and project delivery Act as the senior escalation point for complex ...

within a complex technology or engineering environment. Experience working with warehouse automation, logistics technology, WMS or industrial/IT-OT environments. Strong understanding of SLA, KPI and contractual service management. Experience managing incidents, problems, changes and escalations. Strong customer and stakeholder management skills. Experience coordinating multi disciplinary technical and operational ...

technical meetings and provide expert guidance to both technical and non-technical stakeholders. · Support service delivery by maintaining high levels of customer satisfaction and SLA performance. · Undertake occasional onsite visits where required. Continuous Improvement · Identify recurring issues and implement long-term solutions. · Drive improvements through automation, AI and process optimisation. ...

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. ...

line support in resolving the 60000 incidents logged annually, working to established and set processes and procedures to resolve incidents satisfactorily and within SLA timescales for users Responsible for 1st line support and resolution of incidents in relation to desktop devices, applications and enabling user access to systems, in accordance ...

line support in resolving the 60000 incidents logged annually, working to established and set processes and procedures to resolve incidents satisfactorily and within SLA timescales for users Responsible for 1st line support and resolution of incidents in relation to desktop devices, applications and enabling user access to systems, in accordance ...

maintain strong relationships with customer stakeholders, becoming a trusted partner for Oracle Cloud service delivery and optimisation.Lead regular Service Review Meetings, presenting service performance, SLA achievements, risk management activities, and improvement initiatives.Manage customer escalations, major incidents, service risks, and business-critical issues through to successful resolution.Drive Continual Service Improvement ...

dependencies relating to AI services. Accountable for compliance with relevant policies, AI governance principles and regulatory obligations.Providing regular operational reporting across service performance, SLA adherence and delivery progress to both leadership and key stakeholders.You’ll need to have:Strong experience operating and supporting AI or advanced analytics platforms ...

patch-related issues and routing/connectivity incidents. Produce patch compliance reports and present to network management and security teams. Drive patching SLA adherence: Critical vulnerabilities within 72 hours, High within 14 days. TECHNICAL SKILLS & KNOWLEDGE Expert-level CLI skills: Cisco IOS/IOS-XE/NX-OS, Juniper JunOS ...

tasks for patch management teams across EUC, Data Center, Networks, and Application Infra; define acceptance criteria for closure. Define, publish, and enforce the VM SLA policy; escalate breaches to asset owners and management. Lead the vulnerability exception and risk acceptance process: assess compensating controls, document residual risk, and obtain formal ...

confident managing engineers, customers and operational performance. Essential Experience: Leadership experience within an MSP. Managing Service Desk, Projects or Technical Services teams. KPI and SLA management. Customer escalation management. Strong people leadership and coaching skills. Commercial awareness and customer relationship management. Technical pre-sales and solution design experience. Full ...

confident managing engineers, customers and operational performance. Essential Experience: Leadership experience within an MSP. Managing Service Desk, Projects or Technical Services teams. KPI and SLA management. Customer escalation management. Strong people leadership and coaching skills. Commercial awareness and customer relationship management. Technical pre-sales and solution design experience. Full ...

running EUC services in a professional manner to provide a secure, cost effective service ensuring customer satisfaction.ServiceResponding to incidents and requests against agreed SLA’s on EUC services and all tasks associated with running and maintaining the service.Monitor Service Now Dashboards and maintain call queues at acceptable level adhering ...

guidance to report writers. Provide technical assistance to the Information Department to help ensure that the data warehouses and processes fully support Contracting/SLA reporting requirements including Payment by Results (PbR) and SUS data submissions. Ensure that the data warehouses are structured to support efficient data aggregation and analysis ...

technical teams within an MSP environment. Proven experience managing Service Desk, Projects or Technical Services teams. A strong understanding of service delivery, KPIs and SLA management. Experience managing customer escalations and complex technical environments. Excellent leadership and people development skills. Strong commercial awareness and customer relationship management experience. Experience supporting ...

Lead, coach and develop a large team of nationwide Field Service Engineers, driving performance and accountability · Own day-to-day service operations, ensuring SLA delivery, efficiency and high customer satisfaction · Manage technical escalations, resolving complex issues quickly and professionally · Oversee installation projects nationwide, ensuring deadlines and installation targets are met. ...

Customer or portfolio of Customer accounts of annual account revenues between 500k and 4m. The Service Delivery Manager fully understands the contract, commercials and SLA’s/KPI’s within their Customer portfolio and is a key customer advocate, acting as the voice of the customer internally. The role requires ...

vendor best practices and technical standards. Hold relevant vendor certifications and accreditations through approved training programs. Deliver high levels of customer service while meeting SLA and operational requirements. Additional Information: An Active SC Clearance is Must How to Apply: If you're interested in this role, click 'apply ...

vendor best practices and technical standards. Hold relevant vendor certifications and accreditations through approved training programs. Deliver high levels of customer service while meeting SLA and operational requirements. Additional Information: An Active SC Clearance is Must How to Apply: If you're interested in this role, click 'apply ...

channels (phone, chat, email) in a fast-paced Executive Care environment Balancing premium service delivery with operational KPIs such as productivity, handle time, and SLA adherence Building long-term relationships with Executive travellers through consistent, high-quality service Collaborating closely with peers to maintain a high-performance, elite service culture ...