12 of 12 SLA Jobs in the North East

Ensuring that there is sufficient cover on the desk in 1st Line on a daily basis Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards. Escalation Point: Initial escalation point for customer escalations Part of the internal Service Desk escalation team, acting as a technical point of contact for the More ❯

or urgent issues, representing the business professionally What you will bring Excellent communication and a genuine customer service mindset Experience in an IT support role with ticket ownership and SLA awareness Hands on administration of Microsoft 365, especially SharePoint, OneDrive and Outlook Confident troubleshooting on Windows and macOS Full UK driving licence and willingness to work on client sites regularly More ❯

workers. What you'll be doing Perform onsite deskside support for Virgin Money colleagues in the Newcastle Gosforth Location Take ownership of incident tickets, and deliver good outcomes within SLA targets Provisioning hardware for new starters and to replace faulty equipment Represent the team in meetings, drive forward ways to improve the office working environment Participate in project work Apply More ❯

team to deliver outstanding service while continuously improving processes and performance. Key Responsibilities Lead and develop a customer service team to exceed performance targets. Monitor ticket volumes and ensure SLA compliance. Handle escalations and complex client queries with professionalism. Collaborate across departments to ensure seamless service delivery. Use PSA and CRM tools to manage workloads and extract performance data. Drive More ❯

training, and threat updates Maintain a security risk management framework using IMP and audit data Issue regular and remedial security threat bulletins Collaborate with the SSA team to meet SLA targets for fraud investigations What’s in it for you? A generous base salary (pro-rata for part time), and great flexibility with your working schedule, we offer training, development More ❯

on application security, licensing, upgrades, backups, and disaster recovery. Ensure support requests are handled efficiently and in line with service standards. Manage relationships with third-party suppliers to ensure SLA compliance. Skills & Experience Experience supporting Oracle E-business Suite financials Proven experience in 2nd and 3rd line Applications Support Team leadership experience ITIL Foundation qualification (or equivalent) preferred Strong communication More ❯

me rcial a w are n e s s an d ab ility t o influ e n ce and shape s upp lie r con tra cts . • SLA management. Sta keh old e r re lat ionsh ip s: • Collab orate wi th other IT functions. T h is jo b d e s crip tio n s More ❯

customer management process encompassing both internal and external relationships, liaising with commercial manager where necessary. Operate a structured supplier management process framework ensuring standard documentation is maintained covering OLA, SLA, contact, reporting, product catalogue and other information for each supplier. Attend commercial meetings where necessary to support price and service negotiations with suppliers. Demonstrates a deep understanding of core CIO More ❯

and driving engagement Partner with stakeholders to identify and implement continuous improvements Configure and maintain reports, business processes, and security policies Test new functionality and manage incident resolution within SLA guidelines Leverage Workday Community and Success Plans to stay aligned with best practices Support training activities and maintain user documentation To be successful in this role, the Senior Functional Partner More ❯

and driving engagement Partner with stakeholders to identify and implement continuous improvements Configure and maintain reports, business processes, and security policies Test new functionality and manage incident resolution within SLA guidelines Leverage Workday Community and Success Plans to stay aligned with best practices Support training activities and maintain user documentation To be successful in this role, the Senior Functional Partner More ❯

with commercial manager where necessary. Including the UK Vodafone contract and HPE contracts as example Operate a structured supplier management process framework ensuring standard documentation is maintained covering OLA, SLA, contact, reporting, product catalogue and other information for each supplier. Ensure team establishes regular service review meetings with each supplier, involving relevant teams from TS: Local in UK and Ireland … QUALIFICATIONS/ACCREDITATIONS AND EXPERIENCE ITIL Intermediate level qualification (MALC) and education to degree level is desirable, but not essential. blue chip company experience. Experience of working in an SLA driven environment. Experience of working with suppliers preferable. Experience in an IT Operations environment. In depth Customer IT Support experience (preferably in a high profile, mission critical environment). An More ❯

About Us A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global More ❯