1 to 25 of 30 SLA Jobs in the West Midlands

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 ...

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 and service ...

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 ...

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 ...

infrastructure, including health checks and reporting in parallel with managing incidents, problems, requests and changes in line with ITIL best practice and ensuring that SLA's are maintained. Managing incidents and problems appropriately within agreed service levels.Perform technical root cause analysis on reoccurring incidents or major incidents.Assist engagement with projects ...

Lead, mentor and develop teams across Helpdesk, Field Services, Projects and Technical Specialists Own day-to-day IT service delivery, ensuring SLA, KPI and customer service targets are achieved Manage resource planning, workload, utilisation and capacity across BAU support and project delivery Act as the senior escalation point for complex ...

technical meetings and provide expert guidance to both technical and non-technical stakeholders. · Support service delivery by maintaining high levels of customer satisfaction and SLA performance. · Undertake occasional onsite visits where required. Continuous Improvement · Identify recurring issues and implement long-term solutions. · Drive improvements through automation, AI and process optimisation. ...

accurate technical documentation and incident records. Participating in major incident response and structured 24/7 shift handovers. Delivering excellent customer service while maintaining SLA performance. Essential Skills Previous experience in a 2nd Line Network Support, Connectivity Engineer, NOC Engineer or Service Desk role. Strong troubleshooting and incident management skills. ...

dependencies relating to AI services. Accountable for compliance with relevant policies, AI governance principles and regulatory obligations.Providing regular operational reporting across service performance, SLA adherence and delivery progress to both leadership and key stakeholders.You’ll need to have:Strong experience operating and supporting AI or advanced analytics platforms ...

confident managing engineers, customers and operational performance. Essential Experience: Leadership experience within an MSP. Managing Service Desk, Projects or Technical Services teams. KPI and SLA management. Customer escalation management. Strong people leadership and coaching skills. Commercial awareness and customer relationship management. Technical pre-sales and solution design experience. Full ...

confident managing engineers, customers and operational performance. Essential Experience: Leadership experience within an MSP. Managing Service Desk, Projects or Technical Services teams. KPI and SLA management. Customer escalation management. Strong people leadership and coaching skills. Commercial awareness and customer relationship management. Technical pre-sales and solution design experience. Full ...

with preferred outsource providers to arrange out of hours cover as requiredDeal with approved suppliers to ensure devices are maintained in line with agreed SLA’s and all stock levels within the department are maintainedTo attend internal meetings and to take an active part in discussions and give feedbackEnsure ...

technical teams within an MSP environment. Proven experience managing Service Desk, Projects or Technical Services teams. A strong understanding of service delivery, KPIs and SLA management. Experience managing customer escalations and complex technical environments. Excellent leadership and people development skills. Strong commercial awareness and customer relationship management experience. Experience supporting ...

Customer or portfolio of Customer accounts of annual account revenues between 500k and 4m. The Service Delivery Manager fully understands the contract, commercials and SLA’s/KPI’s within their Customer portfolio and is a key customer advocate, acting as the voice of the customer internally. The role requires ...

functional, secure, and customer-ready. Key Responsibilities: Image and configure desktops, laptops, printers, tablets, and other assets per company standards and in line with SLA’s. Configure BIOS settings and apply required system customisations. Execute asset tagging and accurately record customer-specific data in asset management systems. Complete post-imaging ...

Prioritised consistently using agreed Client approaches o Tracked through remediation or formal risk acceptance Validate, track and monitor: o Remediation timelines and SLA adherence o Handling of high risk vulnerabilities, exceptions and waivers Identify risks relating to: o Incomplete asset coverage o Obsolescent, legacy or non-patchable systems Evidence & Assurance ...

oversight of TUPE and workforce transition activity. Ensuring data, systems and digital platforms are ready to support new and transitioning services. Establishing effective KPI, SLA and performance frameworks from contract inception. Leading assurance and governance reporting for senior stakeholders. Working closely with suppliers and partners to drive accountability and successful ...

outpatient clinics Actively participate in the BS10008 Annual Assessments Meet the daily Scanning Bureau key performance indicators (KPI's)and Service Level Agreements (SLA's) About us SWFT Clinical Services is a wholly owned subsidiary of the South Warwickshire University NHS Foundation Trust (SWFT). The company provides a number ...

contracted customers Triaging incidents and service requests that are logged by all customers, either by phone, email, live chat or portal Ensuring all SLA obligations are met in delivery of above services Recommendations of relevant improvements, new technical procedures, products or services to line management CANDIDATE REQUIREMENTS Independent skills Team ...

lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance. This is an ideal opportunity for someone with an MSP background who enjoys developing people, driving service excellence, and remaining technically involved when required. … continuous improvement across the service desk. Key Responsibilities Leading and managing a team of IT, Network, and Voice Engineers. Monitoring ticket queues and ensuring SLA and KPI targets are achieved. Managing escalations and supporting the resolution of complex technical issues. Communicating with customers and attending remote meetings when required. Coaching ...

mentor operational team members and service providers. Measures of success to include: Infrastructure Availability achievement of agreed service availability targets. Service Desk Performance SLA attainment and customer satisfaction scores. Incident Performance reduction in major incidents and improved resolution times. Change Success Rate percentage of successful infrastructure and application changes. Cyber … services. Cost Optimisation achievement of infrastructure cost and efficiency targets. Service Improvement Delivery successful implementation of approved improvement initiatives. Supplier Performance achievement of supplier SLA and contractual commitments. Preferred skills and experience Proven experience leading enterprise IT Infrastructure and Operations functions. Experience managing geographically distributed infrastructure environments across multiple sites. ...

privately-owned IT CompanyRole purpose:To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). To work efficiently and proactively to deliver IT support services to a wide range of customers.Security clearance or willingness to apply will be required … Field Delivery Manager throughout the day to effectively manage all call details real time and gain full understanding of the customer’s SLA requirements.Utilise a mobile device to check and update allocated calls in a timely manner to achieve required commit time, and reflect actual work done in real time ...

line network engineering support at customer sites. This includes managing complex technical incidents, maintaining clear communication with specialist engineers and client personnel, and ensuring SLA compliance. You will also be expected to follow contract governance processes and consistently prioritise site health, safety, and operational standards. What youll bring? Youll bring … Optel Gen3 programme, which will require a degree of out-of-hours working. You will conduct root cause analysis for major incidents, contribute to SLA and performance metrics, and participate in a rotational on-call schedule as part of the team. Due to the nature of the work, candidates must ...

privately-owned IT CompanyRole purpose:To attend customer sites to provide support of IT hardware and software products within the required Service Level Agreement (SLA). Work efficiently and proactively to deliver IT support services to the customer.Key responsibilities:Diagnose, repair, and maintain hardware (PC’s, laptops, local and network … site-specific Fire, Security and Health & Safety regulations. Ensure all incidents dealt with are processed on the appropriate call management (ITSM) tool and within SLA Embrace and train on any new technologies and maintain the skills and knowledge required to perform the role to the required standard Carry ...

closure. Log work requests accurately within the Maximo CAFM system. Allocate jobs to engineers or subcontractors. Monitor open jobs and chase updates to ensure SLA compliance. Schedule engineers and subcontractors appropriately. Close completed work orders accurately. Proactively manage jobs at risk of SLA failure. Administration Produce regular operational and compliance ...