24 of 24 SLA Jobs in the West Midlands

incident and service requests. Where appropriate, reassign tickets to second line for technical resolution liaise with third party providers to ensure incidents are resolved in line with their Service Level Agreement manage and deliver key service rollouts/upgrades of hardware and software. Experience and skills Essential knowledge of supporting Microsoft Operating systems, Windows 10/11 knowledge of supporting More ❯

backlog of tickets and also offer desktop support. The vacancy is primarily due to sickness within the team and the client wanting to stay on top of things before SLA's are impacted. We are looking for 1st/2nd line, IT engineer/technician, deskside/desktop support level experience who will report to the SDA Lead, the role More ❯

backlog of tickets and also offer desktop support. The vacancy is primarily due to sickness within the team and the client wanting to stay on top of things before SLA's are impacted. We are looking for 1st/2nd line, IT engineer/technician, deskside/desktop support level experience who will report to the SDA Lead, the role 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 ❯

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

the business. You will need to have experience of working on basic SQL Server queries and have superb soft skills, as well as experience of having worked in an SLA driven ticket environment. The communication side of this role is as important as any so clear and concise communication is essential. What you will need Experience of having worked in More ❯

process management, and people leadership. Key responsibilities of the role: Lead and manage support teams, driving a culture of accountability, collaboration, and innovation. Oversee ITIL-based service delivery, ensuring SLA/KPI targets are consistently met. Manage Jira Service Desk operations, incident resolution, and root cause analysis. Build insightful Power BI dashboards to track and report on service performance. Act More ❯

systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution. Ensure that all incidents are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary. Be able to communicate at all levels of the organisation including where there may be communication difficulties, either on the More ❯

by their nature are a challenge, whether that be that physically, technically, financially or politically. This role will ensure we deliver Service and/or infrastructure against the relevant SLA and business needs. This is achieved by: Driving deliveries forward; working with a broad spectrum of teams and suppliers on one coherent plan Ensuring we effectively manage and report risks More ❯

Specialists and Senior 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. The More ❯

support to our customers and communicate effectively via email, our portal and telephone. Accurately log, track and resolve issues in a timely manner, working within the help desk agreed SLA's. Work with our technical team to address and resolve customer faults and queries with our live software, escalating complex issues where needed. Receive our monitoring alerts and recognise what More ❯

Systems Executives and Administrators. Overseeing the allocation of workloads and manage team capacity, ensuring efficient service delivery of all mandatory tasks and project work is delivered within the set SLA's/agreed deadlines. Developing a positive culture of delivering feedback to Operational Teams. Continuously Improve Processes – Constantly look for ways to improve internal processes to support good client outcomes More ❯

ll Be Doing: Field-Based Work (UK-wide): Install and maintain our intelligent key systems at police sites and commercial locations Respond to callouts, typically with a 48-hour SLA Carry out system diagnostics, repairs, and preventative maintenance Travel extensively, including overnight stays (often Mon–Fri), with van and expenses provided Workshop & Production Support: When not on site, help build More ❯

organisation. As Engineering Team leader you will always represent Swisslog in a professional manner. Ensure that all work is carried out to a satisfactory level as per the Service Level Agreement for the customer. Conduct performance management reviews. Coach and mentor your team and be a positive role model. Able to understand teams' strengths and weaknesses. Able to analyse and More ❯

organisation. As Engineering Team leader you will always represent Swisslog in a professional manner. Ensure that all work is carried out to a satisfactory level as per the Service Level Agreement for the customer. Conduct performance management reviews. Coach and mentor your team and be a positive role model. Able to understand teams' strengths and weaknesses. Able to analyse and More ❯

and implement small works projects Review service performance identifying areas where improvement is required and developing action plans. Provide escalation point for resolution of service performance. - Monitor and control SLA agreements and evaluate KPI and contract progress - Hold responsibility for P&L Identifying, Pricing and Quoting small works Assistance in mobilisation of new contracts. Compliance management Management of maintenance engineers More ❯

projects. Communication - Strong communication and organisational skills. What would be 'good to have' MSP/Consultancy background - experience of having worked in a client facing environment to deadlines and SLA's. Passion for advancement and Technology - To be genuinely passionate about technology and advancements within technology, with a keen interest in developing your skills and try new things. To apply. More ❯

longevity of contractual terms Ability to negotiate ensuring the very best price is obtained at all times Regular and effective communication with the rest of the team to ensure SLA, KPI s and delivery dates are achieved Produce detailed quotations and reports for new and existing customers Identify competitor users within the field and keep a detailed log Complete all More ❯

strategic growth. With expert level knowledge of the ServiceNow platform - particularly Performance Analytics, ITSM, and CSM - this role provides the data foundation for monitoring service performance, customer satisfaction, and SLA achievement. A key part of the role is transforming raw data into meaningful insights and executive level narratives that drive improvement, enable capacity planning, and inform the integration of AI … driven insight that informs the development and implementation of AI and automation solutions. Help identify suitable AI use cases and monitor performance outcomes post deployment. Enable the tracking of SLA compliance, customer satisfaction, volume trends, resolution times, and service efficiency metrics through robust reporting frameworks. Collaborate with the Head of Service Performance to produce high quality performance packs, dashboards, and More ❯

the CEO £20m turnover business, expected to double to £40m, with 146% growth in the last 2 years Suitable for a senior Operations Manager with experience in field operations, SLA management, and mobilisation Requires some engineering background or technical understanding, especially related to electrical, software, or hardware interfacing Salary: £75,000 - £85,000 plus car or allowance; over More ❯

in the last 2 years This Field Operations Manager jobs role/Director of Operations jobs role would suit a senior Ops Manager who has managed field operations driving SLA, mobilisation etc You will need some sort of engineering background/understanding its more electrical/software/interfacing a piece of hardware into a client solution (so some sort More ❯

team Communicating with management and technical support colleagues in a clear and consistent manner Writing and fixing computer code Overseeing software development initiatives Making certain that every SLA (Service Level Agreement) is fulfilled To guarantee robust functionality and optimisation, trials, testing, and quality checks are conducted. Maintaining thorough documentation of development procedures Fulfilling the standards and expectations of each individual More ❯

are delivered in line with expectations, know the projects in flight · Work with CX Executives to ensure all responses to customers are coherent, well structured and responded to with SLA · Maintain strong relationships within the customer · Own all cases and responses, use other teams to input as required · Ensure all customer contact details are updated in the CRM · Onboard new … processes, upsell revenue lead indicators. · Written, Verbal and Numerical literacy is a must · Must be organised and attention to detail oriented Key Measures of Success · Net value retention · Achieve SLA targets · Customer satisfaction survey CSAT · Revenue Growth · EBSTA score Excellent benefits are on offer with this role, including every other Friday off. More ❯

printing, copying) Dealing with incoming and outgoing mail, Courier bookings, and digitisation of documents To deliver an efficient and responsive business process service to the customer, to meet agreed SLA’s and customer satisfaction. Help solve operational problems quickly and efficiently to ensure the most efficient service is provided. Build relationships with users and manage their perception and expectations, including … site requirements to meet the business needs and client expectations. To ensure all work carried out is to the highest quality to ensure it meets customer confidentiality, customer deadlines, SLA and KPI’s. Follow and adhere to all Ricoh UK policies and procedures, including compliance with all Ricoh EHS (Environmental, Health and Safety) procedures and guidelines. Ensure the site is More ❯