376 to 400 of 771 SLA Jobs

across multiple client contracts. You will drive performance, coach leaders and ensure high-quality customer service, incident and work-order management, and KPI/SLA delivery. You'll build a high-performing, customer-focused culture, oversee scheduling, governance, and continuous improvement initiatives, and partner with Contract Support and Account Managers ...

Head of Service Delivery in London on a hybrid basis. This fixed-term maternity cover will oversee IT service delivery across regions, ensure SLA adherence and strong client satisfaction while guiding a cross-functional team. You will establish service management frameworks, define KPIs, report to executives, and drive continuous improvements ...

team delivering high-quality IT service to colleagues across Bradford (with Leeds support as needed). The role focuses on incident and request handling, SLA adherence, and major incident management. You’ll develop the team, drive service improvements, manage 3rd party relationships, and report on customer satisfaction while coaching staff ...

Service Delivery Manager to lead a 24/7 Service Desk, ensuring rapid incident response and customer satisfaction. You will mentor the team, drive SLA adherence, and implement ITIL-aligned improvements across processes and workflows. You will communicate effectively with technical and non-technical stakeholders, balance day and night shifts ...

with structured technical progression and extensive training. You will oversee engineering delivery, mentor engineers and apprentices, and ensure compliance with safety, regulatory, and customer SLA expectations. A strong safety culture is essential. #J-18808-Ljbffr ...

will liaise with internal teams, customer representatives and third parties to ensure on-time, on-budget delivery, producing MI and dashboards, and managing SLA and contractual deliverables while following ITIL processes. This permanent, office-based role requires security clearance or eligibility. #J-18808-Ljbffr ...

senior stakeholders. Essential Experience Proven experience delivering customer service or contact centre transformation programmes. Strong understanding of customer service metrics including AHT, FCR, SLA performance, backlog management, deflection and containment. Experience taking transformation initiatives from discovery through to implementation. Working knowledge of Salesforce Service Cloud, including case management, Omni-Channel ...

equipped. Communicate schedule updates promptly to relevant parties. Support achievement of first-time fix performance. Respond promptly to urgent breakdowns in line with SLA requirements. Reprioritise schedules when necessary and manage customer expectations during delays. Issue certifications promptly and close jobs within the system. Track reactive versus planned workload balance ...

standards and including call scripts, standard reply paragraphs and FAQs Monitor all key customer service performance indicators Assist the Customer Service Manager in reporting SLA performance, customer satisfaction and net promoter scores Support The Economist’s customer feedback and query channels ensuring customer issues and requests are expedited Utilise customer ...

customer service and support for dedicated key accounts. Due to the nature of the Support Services business many of theses areas are subject to SLA s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld ...

customer service and support for dedicated key accounts. Due to the nature of the Support Services business many of theses areas are subject to SLA’s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld ...

available to support learning, teaching and administration, unless otherwise agreed through planned maintenance periods or change controls, in line with the Service Level Agreement (SLA). Ensure that essential maintenance is accurately planned and any disruption to availability is scheduled in agreement with the Customer under agreed change protocols. Create … backups and reporting status to the Company and Customer. Ensure that all tickets are triaged accurately and managed through to completion within the allotted SLA, considering potential impact on learning and teaching. Work with the Service Delivery Manager to identify any SLA failures and implement processes to prevent future reoccurrence. ...

recovery plans for at‐risk customer accounts. Service Reviews Plan, coordinate, and lead monthly and quarterly business review meetings. Present service performance metrics, SLA achievements, incident trends, improvement initiatives, and business risks. Translate technical information into meaningful business outcomes and commercial insights. Ensure agreed actions from service review meetings ...

Tier 1&2 responsibilities, namely:* First line of Support- User Focused* Second line of Support- User and Infrastructure Focused* Ensure proper support organization meeting SLA and target metrics* Meet the implemented SLAs following the guidance from the ITSM organization* Adhere to Information Technology Infrastructure Library (ITIL) standards and best practices ...

estate. You will be working from assigned service desk tickets to Investigate, assess and resolve customer and system issues in timescales laid down in SLA’s in accordance with defined procedures and adhere to all IS Policy documents, including Change & Release, Configuration, and Security etc... Maintain the security ...

Responsibilities Hybrid ecosystem oversight: Manage the triage, investigation and resolution of support tickets across both internally developed bespoke applications and external SaaS tools. Internal SLA accountability: Establish, monitor, report and be responsible for team adherence to internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to support core business ...

monitoring compliance with service agreements͏Handle technical escalations through effective diagnosis and troubleshooting of client queriesManage and resolve technical roadblocks/escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SESProvide product support and resolution to clients by performing a question ...

cycle supporting operational planning and performance decisions. This includes: Understanding changes in demand and customer contact behaviour Supporting forecasting, capacity and headcount decisions Evaluating SLA and service‐level trade‐offs Measuring throughput and productivity consistentlyIdentifying emerging risks or operational pressure points Helping leaders make evidence‐based prioritisation and resourcing decisions ...

concepts (e.g., float positions, FX exposure, cash reconciliation, balance sheet usage, liquidity management) Experience with data quality frameworks, data contracts, tiering/classification, or SLA management Experience creating leadership-level reporting, such as QBRs and MBRs Experience building financial reporting infrastructure - e.g. automated treasury processes, regulatory reporting, or finance close ...

seeking a SOC Shift Lead to oversee daily SOC shift activities and act as the primary escalation point for complex incidents. You will ensure SLA compliance, provide technical mentorship to analysts, and support threat hunting to improve service delivery. The role requires strong communication skills, experience in alert triage ...

engineering, and sales operations Day in the Life of BDR at Cloudflare Own and meet target quota related to number of qualified opportunities, response SLA, value of sales pipeline, and revenue Develop new business opportunities from inbound and marketing-generated leads Discover pain points and use case, map them ...

maintaining compliance with relevant policies and legislation. Key Responsibilities IT & Infrastructure Manage the relationship and performance of the external Managed Service Provider (MSP), including SLA monitoring and service reviews. Oversee IT security, Cyber Essentials accreditation, IT assets, user access controls, backups, and disaster recovery arrangements. Maintain oversight of website security ...

into the Strategic Account Manager will be responsible for all day to day relationship activities of their assigned clients. This will include contract and SLA management and identifying opportunities for growth. In line with our Customer Service Principles the candidate will work closely with the account management team driving ...

Line) team on behalf of our customers, ensuring an exceptional customer experience. Key Responsibilities includes: Resolve incidents and service requests for our customers, within SLA’s Utilise troubleshooting and configuration updates to provide immediate advice and resolution Ensure customers are kept informed on progress and resolution throughout ...

remuneration and benefits package. Key Responsibilities: Take full ownership of onsite support services to client. Provide Service Delivery across site against pre-agreed SLA including day to day support of the AV facilities. Proactively train and support end users as required. Locate faults and provide resolutions i.e. fix/loan ...