1 to 25 of 32 SLA Jobs in the West Midlands

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 ...

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. ...

documentation, enabling accurate progress tracking and adherence to established policies, procedures and Configuration Management requirements Monitoring and improving Change Management performance through KPIs, SLA/OLA targets and continual improvement activities, driving greater efficiency, effectiveness and customer service Engaging and collaborating with stakeholders to align Change Management processes, providing effective ...

equivalent practical experience. ITIL Foundation or equivalent service-management experience; broader technical qualifications are welcome. Strong knowledge of Microsoft cloud, infrastructure, security and SLA led service delivery. A proven track record of leading change, developing teams and improving engagement, able to demonstrate what you can bring to the role Experience ...

experience supervising, mentoring or acting as a senior escalation point within a support team Has a good understanding of 1st and 2nd Line Support, SLA-driven service delivery and ticket management, with the ability to prioritise workloads and manage competing demands effectively Demonstrates strong leadership, communication and customer service skills ...

DHCP, VPNs and firewalls Experience supporting multiple customer environments Strong troubleshooting and problem-solving skills Experience working with PSA/RMM tools and SLA-driven support environments Confident communicating directly with customers and supporting less experienced engineers Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst would be advantageous ...

operational ownership and leadership of IAM services within a BAU environment Managing operational service delivery, performance and service-related issues KPI/SLA management, reporting and service improvement IAM Service Design and Target Operating Model Leading service transition, knowledge transfer and shadowing Stakeholder, risk and issue management Driving continuous service ...

optimise support operations Stakeholder Engagement Collaborate proactively with SRT and third-party teams to ensure equipment and systems are maintained according to contractual and SLA commitments. Represent your department during weekly review meetings, highlighting risks and resource needs Operational Meetings & Handover Processes Lead weekly meetings with in-country partners, project ...

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 ...

support environments, processes, and service delivery principles. Commercial awareness and excellent problem-solving abilities. Experience within a Managed Services environment. Knowledge of SLA management, service governance, and escalation management. Experience delivering a premium, customer-centric or white-glove support service. Background in continual service improvement and service reporting. Why Join ...

lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance. This is an ideal opportunity for someone with an MSP background who enjoys developing people, driving service excellence, and remaining technically involved when required. … continuous improvement across the service desk. Key Responsibilities Leading and managing a team of IT, Network, and Voice Engineers. Monitoring ticket queues and ensuring SLA and KPI targets are achieved. Managing escalations and supporting the resolution of complex technical issues. Communicating with customers and attending remote meetings when required. Coaching ...

stakeholder management and continuous improvement . Key responsibilities include: IAM Service Design and Target Operating Model Leading transition, knowledge transfer and shadowing KPI/SLA management and reporting Stakeholder, risk and issue management Driving continuous service improvement What we're looking for Strong IAM Service Leadership experience in a hybrid ...

What will you bring? Understanding of network management and use of Network Management Platform tools Proven track record of successfully prioritising simultaneous activities within SLA Proven track record in complex delivery of multiple teams and interfaces Self-motivating individual with the ability to develop strong customer relationships as well ...

lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance. This is an ideal opportunity for someone with an MSP background who enjoys developing people, driving service excellence, and remaining technically involved when required. … continuous improvement across the service desk. Key Responsibilities Leading and managing a team of IT, Network, and Voice Engineers. Monitoring ticket queues and ensuring SLA and KPI targets are achieved. Managing escalations and supporting the resolution of complex technical issues. Communicating with customers and attending remote meetings when required. Coaching ...

Professional Services within SaaS, enterprise software or another complex technology environment. A proven track record of improving customer experience, reducing support demand and strengthening SLA performance at scale. Experience leading services organisations through significant operational or commercial change, with clear evidence of improved customer and business outcomes. Strong commercial experience ...

ParentPay Group in Coventry is seeking a Service Desk Team Leader to lead, coach and develop a team of Service Desk Analysts, ensuring delivery of exceptional support across ParentPay Group products. You will drive efficient ...

lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance click apply for full job details ...

seeking a Support Services Supervisor in the Technology & Change department. This full-time role involves supervising the Support Services teams, hands-on technical support, SLA management, and serving as a technical escalation point. The role includes participating in the on-call rota to ensure continuous support. You will drive service ...

logo accountsBuild and maintain strong relationships with clients to ensure repeat business, referrals and identification of new opportunitiesLead quarterly business review meetings covering performance (SLA's/KPI's), customer satisfaction, innovation, quality and improvementsLead sales opportunities developed both directly through our Commercial team or through our strategic technology partnerships ...

data analytics, or transformation roles. Advanced Power BI development and dashboard design experience, Advanced Excel and data visualisation skills. Strong understanding of KPI, KRI, SLA, and performance management frameworks. Experience establishing and managing data governance and data quality controls. Proven ability to interpret complex datasets and translate findings into actionable ...

Proactively manage queues and workloads to maintain timely case resolution and balanced team capacity. Monitor demand and adjust resources to minimise backlogs and prevent SLA breaches. Ensure effective triaging and prioritisation of cases based on urgency and impact. Act as a key escalation point between the Service Desk, Product … ITIL practices, including Incident, Problem and Service Management. Strong communication and stakeholder management skills, with ParentPay product and finance system experience highly desirable. Strong SLA performance, improved resolution times and effective backlog management. Consistent, high-quality omni‐channel service delivery and improved customer satisfaction. Effective use of service management tools ...

Convergence Group is seeking an Incident Manager to own incidents from start to finish, drive resolution and keep customers informed. This hands-on role sits at the heart of our Service Desk and NOC, requiring ...

experiences that both customers and internal product teams can consume. Own platform success metrics: adoption, engagement, time-to-value for builders, platform reliability/SLA impact, and contribution to vertical revenue/AI data consumption. Lead high-stakes product decisions that cut across multiple teams (e.g. data model changes, identity ...

oversee day-to-day delivery of support for the Kainos EDM product, manage people, customer interactions, processes, releases, and reporting, all while ensuring SLA adherence. You’ll balance new and existing customer needs with awareness of the product roadmap and internal capacity. You’ll collaborate with Product, Engineering and Sales ...

tooling the New Business and Success teams rely on daily. Automate the manual steps in the sales and onboarding pipeline — lead routing, pipeline reporting, SLA alerts, member/introducer onboarding. Turn ARR, pipeline and deposit-conversion data into dashboards leadership can act on without asking ...