25 of 25 SLA Jobs in the Midlands

migrations, software implementations, and asset register management. Documentation & Reporting · Maintain accurate and up-to-date documentation of incidents, resolutions, and system configurations. Contribute to SLA adherence, reporting, and continuous service improvement initiatives. User Support & Training · Provide end-user support and guidance, ensuring effective use of IT systems and promoting best ...

identify effective solutions. Monitor and manage ERP incidents, ensuring timely resolution and clear communication with customers. Escalate high-priority incidents and non-conformance with SLA as needed. Provide guidance and assistance to end-users on system functionality, processes, and best practices. Effectively manage and prioritise the outstanding call list. Proactively ...

service desk engineers, driving performance and professional growth Act as the senior escalation point for complex technical issues, ensuring swift and effective resolution Own SLA management, ticket workflows, resource planning, and shift coverage across the service desk Monitor and report on team KPIs and metrics, presenting findings to senior leadership ...

Interfaces: IT Service Desk (1st Line) Infrastructure & 3rd Line Engineers Business system owners External suppliers and partners IT Operations Manager Measures of Success SLA adherence and ticket resolution times First-time fix rate/reducti ...

tickets Coach and support Team Leaders, ensuring they are effective and well-supported Performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery Identify and drive practical improvements to processes, ways of working, and service flow across 1st, 2nd, and 3rd Line Your background: We need ...

supporting the teams success, making a real impact on our customer experience. What youll do Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk ...

fast-paced environment Desirable Windows Server administration Linux administration SQL Server Networking fundamentals (TCP/IP, DNS, Routing, VPNs) Experience working within SLA-driven support environments What's in it for you? Opportunity to work with modern software delivery technologies Exposure to CI/CD, automation and cloud platforms Collaborative ...

IMAC (Install, Move, Add, Change) activities. Diagnose and resolve technical issues using available tools, resources, and technical expertise. Complete all assigned support tickets within SLA targets and maintain communication with service coordinators. Escalate complex issues when necessary while keeping customers informed throughout. Install, configure, and support network printers and peripheral ...

e.g., loss ratio improvement, leakage reduction, NB premium, campaign ROI uplift, cycle-time reduction). Maintain product-level scorecards and dashboards tracking usage, quality, SLA performance, and business impact. Manage seamless AI product integration into Value streams (martech/Claims, etc) and Change initiatives (Modernisation, Underwriting Transformation, etc.). Governance ...

successful delivery of Managed Services across a diverse portfolio of clients. This is a strategic leadership role focused on ensuring service excellence, maintaining SLA performance, managing major incidents and escalations, and driving continuous improvement across the service function. You will act as a key client stakeholder, leading service reviews, overseeing ...

Intapp, etc.). Aderant Expert and related systems, with the Aderant table structure, etc Experience with ITSM platforms such as ServiceNow, including queue and SLA management. Knowledge of SQL Role: Act as 1st line support for Aderant finance systems issues and requests via ServiceNow. Resolving or escalating incidents in line ...

mitigation. 3rd party/vendor liaison with respect to technical build, support and maintenance. Meet levels of service in line with published/agreed SLA's. Adherence to all Pilgrim's processes including: - Raising, reviewing and approval of Change Controls. Identify, investigate, update and resolve problem records. Ensuring the configuration ...

execution phases of different IT related projects to make sure that the projects are delivered in-time and as per expectations Maintaining agreed SLA levels and assuring Quality of delivery at all times ...

negotiate, and onboard new carrier partners to expand network capability, improve service offerings, and support new business growth. Manage carrier performance through robust KPI, SLA, and cost management frameworks, driving continuous improvement across delivery, compliance, and customer experience metrics. Act as the key transport and carrier subject matter expert within ...

Previous field service engineering experience, with particular experience in supporting printers, multifunctional devices, and scanners Experienced in working within a service-led environment to SLA targets Demonstrates a good understanding of networking, connectivity and software troubleshooting Naturally solutions-focused, with strong fault-finding and diagnostic skills Superb organisation skills, able ...

associated changes. Leading proof of concepts (POCs) to assess the value of middleware tools and technologies. Ensuring systems are scalable, optimised, and meet SLA and performance requirements. Overseeing integration application uptime, monitoring, and support operations. Managing and maintaining the technical debt backlog across integration platforms to ensure a healthy, maintainable ...

Remarketing Managers are provided with swift response so these vehicles can be entered in to sale as soon as possible. Ensure all customer SLA’s are adhered to and report any delays to senior management for support. Collate and store all branch responses in orderly manner and keep data base ...

lineage, data contracts and compliance requirements Working closely with stakeholders to understand data usage, dependencies and impact Ensuring data products meet quality, performance and SLA expectations What Were Looking For Strong experience in data engineering and pipeline development A solid understanding of data modelling, governance and quality frameworks Experience working ...

pivotal role of supporting the business with the release of software to customers, ensuring the availability of hosted, internal, and cloud systems within agreed SLA's click apply for full job details ...

pivotal role of supporting the business with the release of software to customers, ensuring the availability of hosted, internal, and cloud systems within agreed SLA's. With a strong emphasis on diversity, equity, and inclusion, ou... WKCL1_UKTJ ...

responsible for the workflow and support of the Service Delivery Manager Major Accounts. This role manages customer services, ensuring adherence to SLA and being the first line support to the Service Coordinators where required. Key Responsibilities: Accountable for ticket management, ensuring allocation and tickets being resolved within SLA … Support the onboarding of new customers and engage with the Customer and Services Transition Manager to ensure seamless transition into BAU services Support service SLA s and manage the team accordingly to achieve the SLA alongside service-related tasks Support and engage with the Operational Managers to ensure order queries ...

support via our Service Desk system for a wide range of external and internal applications, operating systems, virtual environments and hardware and achieve team SLA’s Acting as the 1st point of contact in delivering the best possible support to our customers and internal user base To log, update … take ownership of problems and be proactive when dealing with all issues Provide basic maintenance and break-fix solutions of internal systems within SLA’s To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents Communication with all areas of the business including service notifications ...

support via our Service Desk system for a wide range of external and internal applications, operating systems, virtual environments and hardware and achieve team SLA’s. Role Provide 1st line support via our Service Desk system for a wide range of external and internal applications, operating systems, virtual environments … hardware and achieve team SLA’s Acting as the 1st point of contact in delivering the best possible support to our customers and internal user base To log, update and manage all calls via the IT call logging system Incident categorisation, prioritisation and escalation of service desk incidents and requests ...

pivotal role of supporting the business with the release of software to customers, ensuring the availability of hosted, internal, and cloud systems within agreed SLA's. With a strong emphasis on diversity, equity, and inclusion, our client is committed to fostering a positive and collaborative working culture. Key Responsibilities: Coordinate … Client/Server, Linux environments, and SQL Server (desirable). Understanding of networking fundamentals (TCP/IP, DNS, routing, VPNs). Experience working in SLA-driven environments and handling multiple priorities. Skills & Aptitudes: Strong technical troubleshooting skills. Good understanding of Office 365 and general computer literacy. Ability to work methodically ...

Target first-touch resolution for all queries. Oversee implementation orders and track all in-flight projects. Ensure Customer Experience Executives deliver structured, SLA-aligned responses. Own all customer cases, engaging specialist teams where needed. Maintain CRM accuracy and onboard new service pillars with correct billing. Run daily case reviews … end. Work with Customer Success to drive product adoption and retention. Collaborate with wider teams to ensure a consistent customer experience. Governance & Compliance Ensure SLA adherence and escalate risks appropriately. Maintain regular service review cycles, including performance, lifecycle, and end-of-life planning. Success Measures Net value retention SLA achievement ...