1 to 25 of 84 SLA Jobs in the Midlands

reporting, and build long-term relationships by understanding client goals, challenges, and success metrics. Confidently handle conversations up to C-level. Drive data-driven reporting : Monitor and report on SLA metrics, create service reports, and support licensing, capacity, and availability planning. Transparency is key. Champion process improvement : Identify root causes, streamline workflows, and introduce innovations that enhance client outcomes. Collaborate More ❯

with experience in incident, change, and 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 to ensure continuity of service More ❯

roadmaps. Deliver projects on time and within budget. Budget & Vendor Management Manage annual IT budgets and ensure resources are used cost-effectively. Build and maintain strong vendor relationships, ensuring SLA compliance. Technology & Innovation Stay up to date with technology trends and best practices. Recommend and implement innovations to improve IT operations. More ❯

roadmaps. Deliver projects on time and within budget. Budget & Vendor Management Manage annual IT budgets and ensure resources are used cost-effectively. Build and maintain strong vendor relationships, ensuring SLA compliance. Technology & Innovation Stay up to date with technology trends and best practices. Recommend and implement innovations to improve IT operations. If interested, apply directly or email your CV to More ❯

with experience in incident, change, and 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 to ensure continuity of service More ❯

access products (an advantage), User Endpoint Manager (Ivanti), Sophos, AV products Mobile Device Support – iOS (iPhone/iPad) and Android, email services. Time managed and organised, you can meet SLA’s that are prescribes and take appropriate action to ensure none of them are exceeded. Ability to work as a team with colleagues, building relationships, and discuss resolutions for issues More ❯

incoming telephone queries and using remote support tools. Proven ability to record detailed information accurately, prompting for additional information as required. Demonstrable ability to prioritise work to meet service level agreement targets. Previous use of ICT systems and tools to provide support including resolving incidents, reimaging devices and installing software. It is a requirement to hold a Full driving license More ❯

management Networking concepts (TCP/IP, DNS, DHCP), Routers, Firewalls Windows Server Administration Advantageous Experience Managed Service Provider (MSP) background ITIL v3/v4 Foundation Certification or ITIL experience SLA-focused service delivery High-volume call management ISO27001 security framework knowledge VOIP (PBX, SIP), Teams Phone Microsoft Terminal Services/RDS administration Professional Requirements Excellent written and spoken English Outstanding More ❯

customer expectations. This requires expertise in IT and Communication systems, as well as excellent customer service and communication skills. Job Duties Attend Incidents in a timely manner, to meet SLA's and restore customer equipment to a satisfactory working condition. Perform all types of scheduled maintenance activities for your assigned area including, but not limited to; system inspections, preventive maintenance More ❯

customer expectations. This requires expertise in IT and Communication systems, as well as excellent customer service and communication skills. Job Duties Attend Incidents in a timely manner, to meet SLA's and restore customer equipment to a satisfactory working condition. Perform all types of scheduled maintenance activities for your assigned area including, but not limited to; system inspections, preventive maintenance More ❯

with a cyber-first approach, including: Remote Management and Monitoring (RMM) EDR/MDR solutions Microsoft 365 management (Exchange, OneDrive, SharePoint, Teams) Patch and asset management Backup and recovery SLA-driven, ticket-based support (Halo or similar) The Role As an IT Support Engineer , you’ll provide remote support to customers across the UK, resolving issues across endpoints, users, and More ❯

and resolving requests in order to minimise business impact, whilst providing excellent Customer Service Principal accountabilities: Respond to incidents and service requests related to IT Services in line with SLA’s. Log all incoming incidents and service requests according to ITIL processes and local procedures. Ensure that incoming incidents and service requests are correctly categorised and all relevant information is More ❯

and resolving requests in order to minimise business impact, whilst providing excellent Customer Service Principal accountabilities: Respond to incidents and service requests related to IT Services in line with SLA’s. Log all incoming incidents and service requests according to ITIL processes and local procedures. Ensure that incoming incidents and service requests are correctly categorised and all relevant information is More ❯

customer-facing situations. Strong analytical mindset with attention to detail and problem-solving ability. Success looks like Accurate, timely issue resolution with low re-open and rejection rates. Consistent SLA performance and strong customer satisfaction scores. Proactive contribution to process improvements and knowledge sharing. Why join us Be part of a collaborative, forward-thinking team where your ideas are heard. More ❯

resolution. Proactively engage with all 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. Who you are: This role would be More ❯

resolution. Proactively engage with all 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. Who you are: This role would be More ❯

resolution. Proactively engage with all 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. Who you are: This role would be More ❯

access points and switches. Manage service desk tickets using ITSM tools, maintain accurate documentation and update knowledge-base articles. Work collaboratively with account managers and technical teams to ensure SLA compliance, client satisfaction and continuous improvement. Contribute to onboarding/migration projects, system updates or client site roll-outs where required. What we’re looking for Extensive service-desk/ More ❯

resolution. Proactively engage with all 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. Who you are: This role would be More ❯

on and offboarding, risks and issues, change management, and project planning Service Analyst – You will be working within a Service team, focusing on the performance and achievement of Service Level Agreement’s for Services into the client. This includes the management and trending of incident, problems, changes, and continual improvements, whilst driving compliance, and collaborating with technical teams to deliver More ❯

s IT infrastructure to ensure systems, networks, and services are reliable and secure. This includes leading a team of IT professionals, providing IT support in accordance with our service level agreement, monitoring system performance, troubleshooting issues, managing budgets, and implementing new technologies. Duties and Responsibilities Support the IT Director with the implementation of the firms IT and AI & Innovation Strategies More ❯

s IT infrastructure to ensure systems, networks, and services are reliable and secure. This includes leading a team of IT professionals, providing IT support in accordance with their service level agreement, monitoring system performance, troubleshooting issues, managing budgets, and implementing new technologies. Duties and Responsibilities Support the IT Director with the implementation of the firms IT and AI & Innovation Strategies More ❯

and Microsoft tablets, Lenovo/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 be desirable. Valid UK Drivers More ❯

Linux systems in production and development environments Apply regular patches and updates to ensure security and performance compliance Respond to alerts, incidents, and service requests, resolving technical issues within SLA Manage user accounts, permissions, and file systems Automate routine administration tasks using Bash or Python scripting Maintain documentation of processes, known issues, and resolutions Required experience Strong background in Unix More ❯

Oversee the transition of infrastructure operations to offshore partner going live in January. Build a governance-led, process-driven model delivering consistent and reliable services. Service Management & Performance: Drive SLA performance, reporting, and continuous improvement across all regions. Embed a strong service culture and operational discipline. Architecture & Transformation: Review and modernise the infrastructure architecture (last updated 2019). Lead data More ❯