21 of 21 SLA Jobs in the City of London

scope, responsibility matrix, escalation routes and governance calendar, ensuring clear accountability for core infrastructure and cloud services.Lead operational service reviews and periodic strategic reviews.Validate SLA and KPI evidence covering availability, incident response and restoration, change success, patch compliance, recovery testing and capacity; agree corrective actions, owners and deadlines and track ...

/hot fixes Ensures optimization of architecture is accessed before, during and after cloud migrations Ensures vendors provide proper levels of support, maintain SLA’s and provide root cause analysis for escalated issues Works with application and Infrastructure teams, to ensure both new and existing systems follow BC/ ...

development pathways for technical staff and future leaders. Service Operations Own day-to-day service performance across incidents, requests, escalations and problem management. Ensure SLA performance, ticket ownership and customer communications remain at the highest standards. Act as the senior escalation point for priority incidents and complex customer issues. Lead ...

requests are handled efficiently and professionally. Act as the primary escalation point for complex technical issues. Monitor team workloads, queues, and performance to ensure SLA’s and customer satisfaction targets are consistently achieved. Conduct regular team meetings, one-to-ones, performance reviews, and development planning activities. Coordinate incident management activities … Foundation. Microsoft 365 Administrator, Endpoint Administrator, or related Microsoft certifications. ServiceNow certification desirable. Leadership, coaching, or people management qualifications advantageous. Key Performance Indicators (KPIs) SLA Achievement. Customer Satisfaction (CSAT). First Contact Resolution (FCR). Ticket Backlog Management. Incident Resolution Times. Escalation Reduction Rate. Knowledge Article Creation and Utilisation. Team ...

Troubleshooting any Trading Voice related issues. Certify new Software releases and assess new features. Adhere to Internal Controls and procedures. Ensure deadlines and SLA are met. Be part of the change process around production activities and review Vendor Provided SoWs. Liaise with external partners and vendors for support and change ...

function - ensure that the service is prioritised and all incidents, problems and service requests are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place. Provide on-call escalation support management. Responsible for the day to day vendor management of the offshore Helpdesk managed ...

onboarding, retention, service and loyalty journeys. Define lead-to-opportunity, opportunity-to-close, account management and forecasting processes. Design case management, knowledge management, entitlement, SLA and omnichannel service processes. Architect personalised, event-driven customer journeys across email, SMS, web and other channels using CIJ. Design segmentation, consent, preference management, lead ...

Required: Leadership: Proven experience managing a small service desk team in a structured environment. ITSM: Hands on experience managing a ticketing system and ensuring SLA adherence. Experience of setting one up is a real plus. Core Microsoft: Active Directory, Office 365 administration and MDM through Intune. Security: Zscaler experience would ...

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 ...

supports critical financial platforms, with shift-based, out‐of‐hours coverage between 7am and 7pm. You will log incidents, manage service requests to SLA, collaborate with IT teams and vendors, and drive continuous improvement and knowledge #J-18808-Ljbffr ...

reports to the Head of Infrastructure & Operations, requiring occasional UK travel. It is a full‐time, permanent position with a strong emphasis on governance, SLA/KPI oversight and continuous improvement. #J-18808-Ljbffr ...

seeking an Operations Manager to lead a team of senior leads and technical engineers delivering 24/7 customer support. You will drive SLA delivery, performance reviews, and resource planning, while ensuring training and accreditation requirements are met. You will run KPI driven reporting, support on-call rotations, and liaise ...

Connect-IT-I-Sverige-Ab is seeking an Operations Manager to lead a senior team delivering 24/7 support. You will ensure SLA adherence, coach senior leads, and drive KPI-based performance across the Services department. The role focuses on technical support, staff training, and supplier accreditation, with ...

days a week. Working alongside the other Operations Managers, the operations manager is responsible for ensuring we meet and exceed our contracted SLA’s. The role will focus on the technical side of support, ensuring our staff have the correct training and experience to perform their daily activities … Call Rota Be a point of contact/escalation and understand work practices for the Service Desk team managing Customers in line with contracted SLA’s Join major incident calls where required as an escalation point Encourage collaborative working within the team to identify issues promptly Ensure problems are identified ...

stakeholder interface across IT, business and architecture teams to align tooling capability with strategic objectives Manage third-party vendors and suppliers, ensuring SLA adherence, performance optimisation and cost effectiveness Own budget management, resource planning and FinOps activity to ensure efficient platform and supplier spend Ensure compliance with governance, security … maturity at scale Excellent stakeholder management skills with the ability to influence senior technical and business stakeholders Strong vendor and supplier management experience, including SLA governance and performance management Experience managing operational budgets and driving cost optimisation, including FinOps practices Strong understanding of ITIL, service management, governance and secure cloud ...

different business units, ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents. Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding … maintenance procedures, ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets. Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence, reviewing service scope, SLAs, OLAs and other agreements ...

Cyber services supporting EMEA, Americas Division (inc Canada & Brazil) and APAC. This includes end-to-end service integration, international service reporting, service catalogue management, SLA and KPI governance, service-performance controls and continual improvement. Operating within the EMEA-led SIAM integration hub, the role will coordinate Cyber teams, regional technology … Performance, Risk and Resilience Governance and Integrated Service Reviews Stakeholder and Supplier Engagement Continual Improvement and Service Maturity International Cyber Service Reporting, Catalogue and SLA Management Skills and Experience Strong experience in IT Service Management or service integration within a complex, multi-supplier environment Strong experience supporting Cyber or security ...

writing skills. Experience of enterprise monitoring systems Strong experience in working with ticket systems such as Service Now and an understanding of priorities and SLA’s. Operational Provide project support for the Production Linux environments with Symantec Clustering Technology. Responsibilities include Linux backup/restores, daily checks, maintenance tasks … Ensure that the BAU service is prioritised and all incidents, problems and service requests are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place. Investigate defects or problems; work with internal CLS teams and external vendors to Identify solutions and support any fixes ...

Service Desk team, acting as an escalation point for complex technical issues while ensuring incidents and service requests are managed efficiently and within agreed SLA targets. This is an excellent opportunity for an experienced Service Desk professional looking to take ownership of service delivery, drive operational improvements and develop … mentoring to ensure a consistent, high standard of service. Managing incidents and service requests , ensuring tickets are prioritised, allocated and resolved within agreed SLA targets. Acting as an escalation point for complex technical issues , working closely with technical teams and third-party providers to ensure timely resolution. Monitoring Service Desk ...

Comm Vault Storage Engineer - London - Hybrid - Inside IR35 - £500 - £600 per day Core Tasks To Include: Responsible for managing day to day operations working on BAU tickets including Incidents, Work Orders, Problems, BAU Improvements and ...

Banking Business area: payments acquisition Location : London canary wharf Permanent role salary £110-130,000 plus bonus Role requirements; Oracle Fusion Financials, including GL, SLA, AP, AR, Fixed Assets, Intercompany, Cash Management and AHCS and EPM. We require an exceptional Oracle Fusion Finance Applications Specialist to support the ongoing operation … resolution. Deliver enhancements from requirements and impact assessment through testing and release. Role requirements Deep hands-on experience in Oracle Fusion Financials, including GL, SLA, AP, AR, Fixed Assets, Intercompany, Cash Management and AHCS and EPM. Extensive understanding of Finance processes, including period-end close, reporting, reconciliations, controls and audit ...