1 to 25 of 342 SLA Jobs in the UK excluding London

work independently in a remote environment Team collaboration and stakeholder management Problem-solving mindset Commitment to continuous improvement How Success Is Measured Achievement of SLA and service targets First-time fix rate Incident resolution times Customer satisfaction scores Printer and print service availability Accuracy of documentation and ticket updates Working ...

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

reviews, and asset management. Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications. Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals. Participate in after-hours support, escalation rotations, and major incident response activities as required. ...

ability to engage effectively with both technical and non-technical stakeholders. Ability to manage multiple priorities while maintaining attention to detail and meeting SLA commitments. Technical Skills Experience with a number of the following technologies is highly desirable: Microsoft 365 Windows 11 Microsoft Exchange Online Microsoft Entra ID Microsoft Intune ...

Provide clear and engaging updates to senior stakeholders on service performance, risks, trends, and improvement initiatives. Monitor and report on service availability, customer satisfaction, SLA performance, and supplier outcomes. Identify and champion opportunities to improve service quality, efficiency, customer experience, and value. Build trusted and effective relationships with business leaders ...

well as possess the ability to liaise with stakeholders at all levels of seniority, including the customer. Adherence to resolving issues and problems within SLA levels and ensuring KPI's are met is also required. 3rd Line Engineers will; Have excellent knowledge of Virtualized Environments such as VMware and Hyper ...

problem-solving skills Understands ITSM tools, And having goods hands on in Service Now Proven ability to multi-task, effectively determine priorities and meet SLA Excellent communication relationship-building and internal customer service skills Adaptable and flexible in a fast-changing industry and work environment Willing to work off-hours ...

diverse customer base. Take ownership of incidents and service requests, prioritising and managing your own workload to ensure issues are resolved within agreed SLA timescales. Investigate and resolve technical issues, escalating to specialist teams or suppliers where appropriate. Support the installation, configuration, maintenance and upgrade of desktop hardware, software ...

time entries, dependencies and next actions Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact Provide clear and timely customer updates throughout complex incidents, Problems and engineering activity Own assigned Problem records, identify recurring incidents, complete Root ...

Contributing to infrastructure projects and change initiatives alongside day-to-day ticket work Resolution of escalated colleague service requests or incidents as assigned within SLA, logged and tracked via service desk Building, configuring, and maintaining Azure infrastructure — virtual machines, networking, storage, and app services Supporting Azure governance activities — naming/ ...

resets and user account support Ensure all tickets are fully documented and updated in the ITSM system Monitor and manage ticket queues to meet SLA targets Identify recurring issues and contribute to problem management Escalate complex or unresolved issues to 2nd/3rd line support Previous experience ...

Essential Experience Leadership experience within service delivery, operations management or programme delivery environments. Experience managing complex customer-facing operational services. Strong background in SLA, KPI and performance management. Experience leading teams and driving operational improvements. Excellent stakeholder management and communication skills. Experience managing escalations, risks and operational incidents. Knowledge ...

telephone, email, chat, and self-service Carry out initial triage and diagnostic of problems and resolve where possible in a timely manner according to SLA’s Complete service request fulfilment, including ordering new equipment and ensuring it is sent to the customer directly or to an IT centre for configuration ...

line technical support to users across a large customer base. Take ownership of incidents and service requests, ensuring issues are resolved within agreed SLA timescales. Diagnose and resolve complex hardware, software, connectivity and application issues. Install, configure, maintain and replace desktop hardware, software and end-user devices. Support Microsoft Windows ...

line technical support to users across a large customer base. Take ownership of incidents and service requests, ensuring issues are resolved within agreed SLA timescales. Diagnose and resolve complex hardware, software, connectivity and application issues. Install, configure, maintain and replace desktop hardware, software and end-user devices. Support Microsoft Windows ...

platform experience across Windows, macOS, and Linux (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling) Strong service management discipline including SLA ownership, ITSM process design, and experience operating a ticketing platform such as Jira Service Management or equivalent Track record of building metrics‐driven support operations ...

well as possess the ability to liaise with stakeholders at all levels of seniority, including the customer. Adherence to resolving issues and problems within SLA levels and ensuring KPIs are met is also required. You will have; Have excellent knowledge of Virtualized Environments such as VMware and Hyper-V. Have ...

incident bridge calls, investigations, and recovery activities* Collaborate with technical leads to develop structured action plans, assigning clear ownership, timelines, and accountability to meet SLA targets* Provide matrix management across teams, processes, and third-party suppliers, proactively resolving conflict to maintain progress towards resolution* Take overall accountability for restoring service ...

mapping capabilities. Support asset, infrastructure, application, and service inventories. Implement governance and audit mechanisms. Reporting & Analytics Develop operational and executive dashboards. Implement KPI and SLA reporting. Create automated reporting schedules. Design real-time monitoring and performance indicators. Deliver trend analysis and predictive insights. KPI Management Develop and maintain indicators such ...

operational resilience, business continuity, and disaster recovery frameworks. Experience implementing service automation, self-service, observability, or service experience improvements. Supplier management experience, including SLA monitoring, service reviews, and performance improvement initiatives. Previous people management, coaching, or team development experience. WHAT YOU’LL LOVE: You can help shape a resilient, high ...

operational resilience, business continuity, and disaster recovery frameworks. Experience implementing service automation, self-service, observability, or service experience improvements. Supplier management experience, including SLA monitoring, service reviews, and performance improvement initiatives. Previous people management, coaching, or team development experience. WHAT YOU’LL LOVE: You can help shape a resilient, high ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning,cutting ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning, cutting ...

support for Google Workspace services and applications. Manage user accounts, permissions, access requests, and administration activities. Resolve incidents and service requests in line with SLA requirements. Support and troubleshoot: Gmail Google Meet Google Drive Google Chat Google Docs, Sheets, and Slides Manage and update tickets through ITSM platforms and incident ...

levels, ensuring issues are understood, expectations are managed, and regular updates are provided throughout the lifecycle of a ticket Prioritise workload effectively to meet SLA targets, ensuring timely response and resolution in line with agreed service levels Maintain accurate and detailed ticket notes to support transparency, handovers, and audit requirements ...