17 of 17 SLA Jobs in the City of London

incidents and contribute to incident reportsReview and approve planned work in readiness for deploymentCollect metrics for vendor 4th Line escalation and ensure deadlines and SLA are met.Maintain comprehensive and accurate documentation of all aspects of the production environment.Work with Head of Trader Voice to provide system monitoring improvements and alerting ...

cyber security incidents. Drive continual improvement across SOC processes, playbooks and operational procedures. Monitor and improve key SOC performance metrics including MTTD, MTTR and SLA performance. Ensure effective use and optimisation of SIEM, EDR/XDR and SOAR technologies. Coordinate major cyber incidents and lead post-incident reviews. Work closely ...

points and opportunities. Translate operational insights into product improvements that drive efficiency, cost reduction, and customer satisfaction. Define and track key product metrics (fulfilment SLA, cost per order, inventory turnover, on-time delivery rate, return rate, etc.). Use data to prioritise, measure impact, and drive continuous optimisation. Partner closely ...

operations and client expectations, translating technical engineering data into clear, actionable executive updates. Performance Governance: Lead formal monthly and quarterly progress reviews, presenting transparent SLA/KPI reporting, compliance metrics, and asset performance insights. Technical Leadership & Operational Excellence Technical Authority: Serve as the final on-site escalation point across complex ...

toward more proactive monitoring. Customer outcomes and regulatory conduct standards sit at the centre of the role. Key Responsibilities Resolve incidents and requests within SLA Manage problems using an ITIL-aligned approach Identify and mitigate technology risks Maintain documentation and knowledge articles supporting information security and compliance standards Perform regular ...

warm and complete all the time with all the internal and external stakeholders/customers. Track record of executing the web development projects in SLA driven committed delivery model. Well documented and process driven project management practice, which is anytime audit ready. Should have strong analytical ability, Feasibility analysis ...

stakeholder management capability Experience in Managed Services, Operate, or industrialized service models Familiarity with service lifecycle constructs (onboarding/offboarding, in‐flight change, SLA/OLA frameworks, operating model governance). Experience working in global, matrixed delivery environments What we offer you At EY, we’ll develop you with future ...

skills Experience delivering projects and process improvements Desirable Experience in Document Management or Information Management environments Data visualisation and dashboard reporting experience Knowledge of SLA-driven services About You You'll be someone who can confidently combine: Records Management Information Governance Systems & Data Management Reporting & Analysis Team Leadership Project Management ...

risk, and vendor claims IT procurement and commercial management experience in a financial services or similarly complex organisation Contract and vendor management: MSA, SOW, SLA negotiation experience Asset lifecycle management and CMDB-linked financial tracking Understanding of managed service models and outsourced IT delivery Advantageous Familiarity with AWS Marketplace ...

individual who'll actively find efficiency and commercial upsides, being a true value add to their business What you'll d o Hold SLA performance and operational stability through the transition/integration Take full responsibility for the group operations, reporting directly to the CEO/board Support the integration ...

regional workflows; conduct process maturity assessments and publish a global service playbook. Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions. Cross‐Functional Service Integration: Identify inefficiencies and handoff … global operating model with clear accountability and standardized workflows. Reduced regional process variation and improved cross‐region collaboration to 90%. Measurable improvements in SLA performance, MTTR and CSAT to 90%. Improve interaction with SNOW, reducing handoff and escalation delays by 90%. Enforce SOP adoption rate >= 90% compliance ...

complex client customisation requests within algorithmic trading systems and MTF platform. Manage and optimise team processes including chat, queue, and mailbox workflows to ensure SLA adherence. Perform advanced troubleshooting and analysis of order routing, trade flow, and post-trade issues. Lead the ‘follow the sun’ support model coordination, working closely … influence decision-making Passionate about customer satisfaction and service excellence Excellent organisational skills with the ability to prioritise under pressure Disciplined approach towards Service Level Agreement adherence and minimising Mean Time to Resolve (MTTR) Willing to embrace core business values demonstrated by day-to-day work ethic Analytical and disciplined ...

least two of Dash, Domo, Snowflake UI tooling, or comparable data visualisation platforms Experience building dashboards or data‐intensive tools in high‐throughput, SLA‐bound environments Ability to work with backend services in Python or Java to debug and extend the full data path Familiarity with data visualisation libraries such ...

oversee complex client customisation requests within algorithmic trading systems and MTF platformManage and optimise team processes including chat, queue, and mailbox workflows to ensure SLA adherencePerform advanced troubleshooting and analysis of order routing, trade flow, and post-trade issuesLead the 'follow the sun' support model coordination, working closely with global … executive team) and influence decision-makingPassionate about customer satisfaction and service excellenceExcellent organisational skills with the ability to prioritise under pressureDisciplined approach towards Service Level Agreement adherence and minimising Mean Time to Resolve (MTTR)Willing to embrace core business values demonstrated by day-to-day work ethicAnalytical and disciplined approach ...

Agile Coach and Dev team, tracking progress, risks, dependencies and decisions Manage the onboarding of new teams and vendors onto the standard metric and SLA set as a structured workstream, including scoping legitimate variants (for example, a newly onboarded vendor with a different SLA template) and coordinating the resulting Jira … leadership on a regular cadence Team and workstream leadership Direct and coordinate contributions from the Development team (Jira, Power BI) and Agile Coach (SLA definitions) as part of a structured delivery plan Drive multiple concurrent workstreams to completion without close oversight, escalating early where dependencies or resourcing put delivery ...

/ticketing and project management tools (HubSpot ideal) Multi-vendor cashless payment systems Implementation, Customer Support and Logistics & Operations teams Service Level Agreement (SLA) monitoring and reporting Nice to Haves Background in events, hospitality or ticketing technology Experience supporting pre-sales, including joining technical demos Why Join/Projects ...

cost-efficient cover across the full 7-day window, including weekend on-call for urgent escalations. You'll configure HubSpot Service Hub yourself (SLA rules, routing, CSAT, dashboards, workflows), design the escalation matrix from first line through to Product and Finance, and work closely with other teams so tickets land … environment Experience managing or working closely with an outsourced/offshore support partner (BPO) at scale Confident working with CSAT, first-time resolution and SLA metrics to drive decisions Hands-on experience across multiple support channels: phone, email and live chat A strong people manager who coaches and develops ...