22 of 22 SLA Jobs in the West Midlands

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 ...

multi-system environment. Strong understanding of application architecture, integration, and lifecycle management. Demonstrated experience leading application support and development teams, including vendor management and SLA delivery. Experience of modern platforms such as Microsoft Azure, M365, Power Platform, or equivalent enterprise ecosystems. Knowledge of integration technologies (APIs, middleware ...

ordinating other parties involved in the project. To document and verify test results. To manage the incident management process in accordance with agreed SLA when raising, recording and monitor details of incidents encountered during testing. To produce daily and weekly test reports including the metrics on tests executed and incidents ...

surveys) Strong customer retention and long-term account growth Identification and delivery of upsell and revenue-enhancing opportunities Profitable, cost-effective service delivery Consistent SLA performance and operational excellence Experience & Qualifications ITIL v4 Foundation (essential); additional ITIL certifications advantageous Minimum 2 years’ experience in a customer-facing service management role ...

first point of contact on the Service Desk. New Starters and Leavers administration from the technical perspective Working to and within already agreed SLA’s and KPI’s Providing Application Support when needed Providing high levels of 1st call fix where possible Reporting faults and maintaining logs on desktop ...

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. ...

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. ...

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 ...

ownership of customer problems or incidents until the situation has been resolved to the customers satisfaction and in compliance with their agreed Service Level Agreement Candidate Requirements: Able to work on your own with minimal supervision and to be able to manage your time effectively and pro-actively Good level ...

strong relationships with the customer’s IT leadership, acting as their trusted advisor on Azure cloud strategy, roadmaps, and future-state architecture . Oversee SLA/OLA performance for infrastructure and Azure managed services , ensuring KPIs and contractual commitments are met. Support and mentor team members, fostering deep Azure capability ...

highly professional manner when dealing with clients/customers Be responsible for cascading & managing QEHS information to all staff Monitor and deliver contractual SLA's Maintain tight operational and financial control over all projects Be responsible for delivering financial targets for all contracts; and setting budgets and forecasts A strong ...

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 ...

Role Summary Acting as the first point of contact to both internal and external customers. Managing incoming telephone calls/queries to client SLA standards. Managing outgoing telephone calls/queries. Managing customer e-mails to company quality standards. Logging incoming calls and emails into incident ticketing tool. Provide initial ...

strong plus) SaaS or high-growth B2B experience preferred What success looks like Consistent, high-quality pipeline generation across EMEA Strong inbound conversion and SLA adherence ABM programs tied to measurable revenue A motivated, high-performing BDR team with low regretted attrition Why Join? This role offers the opportunity ...

environments. Acting as the senior escalation point for complex issues and lead the support team of 5 in maintaining strong client relationships and meeting SLA commitments. Lead IT Support Engineer experience: * Lead a team of 5 IT Support Engineers, providing technical escalation support, coaching, and workload prioritisation. * Managed escalated tickets … maintain a high-performing team. * Ensured adherence to ITIL-based processes, including incident, problem, and change management. * Monitored team performance metrics, ticket queues, and SLA compliance, identifying areas for improvement and implementing corrective actions. * Delivered advanced IT line support across a wide range of client infrastructures, including Microsoft 365, Azure ...

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. ...

reporting mechanisms. Chair service review boards and governance forums to drive accountability and transparency. Service Performance Management Monitor and report on service performance, SLA compliance, and incident trends. Drive continual service improvement initiatives to enhance availability and end-user experience. Oversee network change, incident, and problem management processes to ensure … leadership. Foster collaboration across Infrastructure, Cloud, Security, and Business IT teams. Key Deliverables Network Service Governance Framework and policy documentation Monthly performance dashboards and SLA reports Vendor scorecards and governance review packs Network risk and compliance reports Service improvement and optimisation roadmap Success Indicators High SLA/KPI achievement ...

SAP Support Analyst - Birmingham - Permanent Hybrid working - 1 day per week on site required in Birmingham Salary - Competitive SAP Support Analyst required to provide 2nd line support across SAP applications. This position is focused around ...

satisfaction, liaising with the NRTS NOC, field O&M/customers during the life of the open problem, endeavouring to meet customer contractual SLA's/KPIs. Updating and documenting Service Requests on a Remedy system Participation in a 24-hour call out rota for outside of normal working hours … applicable to the NOC, field O&M and propose Action Plan Key Objectives: Deliver to agreed service standards - including monitoring and tracking of SLA's/KPIs Support Corp Network project for Cisco ISE, ASA and Umbrella Provide Network Design and architect responsibilities. Provide the required Management Information & regular management ...

various DC applications and stakeholders, ensuring that acceptable solutions are found in a timely manner. Manages Aldis partners within contract guidelines, ensuring performance and SLA's are monitored and recorded to aid in continuous improvement. Ensure change control procedures are adhered too for site applications. Testing & Deployment support for site … prioritise tickets based on business need/impact Working as part of an IT support function Incident coordination End User device support Strong Communicator SLA knowledge Supply Chain/Warehouse Automation experience working with automation vendors (Desirable) Working as part of an IT support function within an automated warehouse (Desirable ...

satisfaction, liaising with the NRTS NOC, field O&M/customers during the life of the open problem, endeavouring to meet customer contractual SLA's/KPIs. - Updating and documenting Service Requests on a Remedy system - Participation in a 24-hour call out rota for outside of normal working hours … applicable to the NOC, field O&M and propose Action Plan Key Objectives: - Deliver to agreed service standards - including monitoring and tracking of SLA's/KPIs - Support Corp Network project for Cisco ISE, ASA and Umbrella - Provide Network Design and architect responsibilities. - Provide the required Management Information & regular management ...

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and ...