626 to 650 of 771 SLA Jobs

specific product areas for customer systems and provide support for hardware and software maintenance calls and implementation requests within the required Service Level Agreement (SLA). Providing both planned and unplanned backfill for Site Engineers, attending scheduled Customer Tech Bars (Surgeries), and provide customer business as normal support. To meet ...

Hybrid/IT Operations Management/SLA Management/Vendor Management - A global Japanese fashion brand is currently recruiting an IT Service Delivery/IT Operations Manager to establish and manage its day-to-day IT service across Europe. You will own the service desk experience, end-user computing, vendor … retail users as the European business separates from the regional organisation. The ideal candidate should have strong IT service delivery and service desk, SLA management experience, hands-on ServiceNow and Microsoft 365 knowledge, and experience managing vendors and IT services across multi-site retail environments. (Ref: YC47664 - Please include this ...

skills with the analytical judgement to understand what the data is telling us and communicate it with confidence. Key Responsibilities Define and maintain consistent SLA frameworks across partners and intermediary clients Collaborate with Technology, Legal, and Relationship Management teams on SLA design, updates, and reporting Produce accurate, recurring service reports … years’ experience in Service Delivery, IT Service Management, or related roles within financial services, SaaS, or managed service environments Strong knowledge of ITIL principles, SLA management, and service governance processes Demonstrated experience in preparing executive-level and customer-facing reports Excellent communication and presentation skills with the ability to engage ...

Service Team, supporting the delivery of services around its range of products. This is a customer-facing role focused on service delivery, supplier management, SLA performance and continual improvement, working with stakeholders across the UK and Europe. The Role The successful candidate will be responsible for creating, negotiating, implementing, monitoring … translating these into effective service processes Coordinating technical teams and suppliers to ensure agreed service levels are achieved Monitoring service performance and analysing SLA/contract performance Leading regular customer service reviews and producing performance reports Identifying opportunities for continual service improvement Supporting ITIL-based service management initiatives Managing communication ...

Walk Up welcome desk, assisting customers with a wide range of software and hardware-related issues. Monitor support ticket queues, maintaining awareness of SLA response times and identifying high-priority issues for escalation. Liaise with customers to gather the information needed for effective triage and resolution. Diagnose and troubleshoot incidents … service requests, with awareness of SLA resolve times. Maintain accurate and concise incident records, avoiding unnecessary technical jargon. Carry out standard request tasks, such as user account creation and maintenance. Ensure effective communication and regular updates to customers throughout the lifecycle of the ticket. Manage and prioritise your individual ticket ...

actions. Promote a "customer first" culture across the service desk. Performance Management Own the Service Desk KPI dashboard including: Call answer performance Response times SLA compliance Work order completion Customer satisfaction Engineer utilisation Backlog management Aged jobs Escalation trends Process Improvement Develop andmaintainstandard operating procedures. Standardise service desk processes across … managing a busy Service Desk, Helpdesk or Customer Service operation. Experience leading multi-disciplinary teams. Strong knowledge of CAFM systems. Experience managing KPI and SLA performance. Experience within Facilities Management, Building Services or Engineering. Experience delivering operational change. Excellent stakeholder management skills. Strong analytical and reporting capability. Desirable ITIL Foundation ...

actions. Promote a "customer first" culture across the service desk. Performance Management Own the Service Desk KPI dashboard including: Call answer performance Response times SLA compliance Work order completion Customer satisfaction Engineer utilisation Backlog management Aged jobs Escalation trends Process Improvement Develop andmaintainstandard operating procedures. Standardise service desk processes across … managing a busy Service Desk, Helpdesk or Customer Service operation. Experience leading multi-disciplinary teams. Strong knowledge of CAFM systems. Experience managing KPI and SLA performance. Experience within Facilities Management, Building Services or Engineering. Experience delivering operational change. Excellent stakeholder management skills. Strong analytical and reporting capability. Desirable ITIL Foundation ...

Onboarding Team to Support, including effective handover of configuration knowledge and documentation. Oversee ticket triage and incident management, ensuring issues are handled within SLA and coordinated across Product and Engineering teams. Maintain and evolve support standards, processes, and documentation in line with ITIL best practices. Support the Senior EDM Support … Manager in all aspects of service delivery, including SLA performance, team capacity planning, financial tracking, and customer satisfaction. Coordinate blended support teams across multiple geographies and stakeholders to ensure knowledge sharing and responsive service. Lead on client reporting and regular service reviews with both customers and internal stakeholders. Manage support ...

Onboarding Team to Support, including effective handover of configuration knowledge and documentation. Oversee ticket triage and incident management, ensuring issues are handled within SLA and coordinated across Product and Engineering teams. Maintain and evolve support standards, processes, and documentation in line with ITIL best practices. Support the Senior EDM Support … Manager in all aspects of service delivery, including SLA performance, team capacity planning, financial tracking, and customer satisfaction. Coordinate blended support teams across multiple geographies and stakeholders to ensure knowledge sharing and responsive service. Lead on client reporting and regular service reviews with both customers and internal stakeholders. Manage support ...

Database Administration (DBA) services. The role leads through strong service management, technical aptitude and vendor governance, coordinating multiple third‐party partners to meet agreed SLA/XLA commitments, drive continuous improvement and manage operational risk and managing delivery via 3rd‐party service partners. What will be your key deliverables? Operational … service provider (TechMahindra) Manage multiple third‐party partners delivering Network, Cloud/Server and DBA services. Run effective governance through service reviews, KPI/SLA/XLA performance management, escalation handling, dispute resolution and improvement action tracking. Coordinate cross‐vendor working during incidents and complex changes to secure one‐team ...

service delivery. Overall delivery of the Evergreen Service to customer On site customer visits - as required Production of MI and dashboard reports SLA and contractual delivery Understands and engages customer ITIL process Ensures all users are identified, approved, and scheduled for release and communicate outcomes to all stakeholders Provide weekly … process and Verdant tooling Proactively manage exceptions and challenges relating to Feature Release deployments Production of Management Information where required (KPI's/SLA's) Collaboration with all Evergreen team members New Customer/Rotation - 10% Manages on-boarding process and identifies any gaps New customer adoption/acceptance into ...

performing engineering culture. Serve as the primary escalation point for complex regional network incidents and service delivery issues. Maintain regional network performance against global SLA and KPI frameworks. Represent your region in global network leadership discussions. Network Engineering & Operations Remain hands-on in the deployment, configuration, testing, and commissioning … with the Network Platform team. Own senior technical relationships with carriers, wavelength providers, colocation partners, and equipment vendors. Manage circuit delivery, service activation, and SLA performance across regional connectivity suppliers. Partner with Sourcing and Commercial teams on carrier procurement, capacity planning, and supplier contract management. Lead technical escalations with carriers ...

Field Services Engineer Technician Full Time, Permanent We are looking for customer-focused Field Services Engineer to act both as a specialist in specific product areas for customer systems and provide support for hardware and ...

Field Services Engineer Technician Full Time, Permanent We are looking for customer-focused Field Services Engineer to act both as a specialist in specific product areas for customer systems and provide support for hardware and ...

Field Services Engineer Technician Full Time, Permanent We are looking for customer-focused Field Services Engineer to act both as a specialist in specific product areas for customer systems and provide support for hardware and ...

Field Services Engineer Technician Full Time, Permanent We are looking for customer-focused Field Services Engineer to act both as a specialist in specific product areas for customer systems and provide support for hardware and ...

from change design and estimation through to development, testing and deployment Own defect resolution end-to-end, coordinating triage, prioritisation, routing and resolution within SLA, with root causes fixed so issues do not recur Support ISO 27001 and Cyber Essentials Plus compliance activity with the Head of IT – tracking remediation … business predictably, with timely reporting into local and wider business governance to ensure the picture is always clear Defects are resolved quickly, within SLA and with control to ensure first time resolution and recurring issues are the exception Compliance actions are closed promptly and evidenced ...

from change design and estimation through to development, testing and deployment Own defect resolution end-to-end, coordinating triage, prioritisation, routing and resolution within SLA, with root causes fixed so issues do not recur Support ISO 27001 and Cyber Essentials Plus compliance activity with the Head of IT – tracking remediation … business predictably, with timely reporting into local and wider business governance to ensure the picture is always clear Defects are resolved quickly, within SLA and with control to ensure first time resolution and recurring issues are the exception Compliance actions are closed promptly and evidenced ...

Penetration Testing and other services; • Support the QA process to ensure high quality client reports are delivered in accordance with applicable Service Level Agreement (SLA); • Any other appropriate job duties in line with the associated skill and experience of the post holder. SKILLS AND EXPERIENCE REQUIRED • Proven industry experience ...

resources across development, testing, DBA, Scrum Master, and other technical streams. The role will be responsible for service governance, stakeholder management, KPI/SLA performance, operational excellence, and continuous improvement.Key ResponsibilitiesOwn end-to-end service delivery for the Application Management Services engagement.Lead, manage, and coordinate a cross-functional team … reporting tools.Experience in continuous improvement, automation, Lean, or operational excellence programs.Experience managing enterprise applications and customer-facing managed services.Key Success MeasuresConsistent achievement of contractual SLA and KPI targets.Improved application availability, service stability, and customer satisfaction.Reduction in repeat incidents, backlog, resolution time, and operational risks.Effective delivery of continual service improvement initiatives.Accurate ...

We are currently recruiting for a Service Desk Support Specialist working within a rapidly expanding Audio-Visual company based in Maidenhead. Our ideal candidate will have strong customer service experience with clear communication, experience with ...

work through complex commercial negotiations. Can build strong relationships with named suppliers. Can produce and analyse appropriate Group statistics/KPI's/SLA's and customer reporting where required. Can suggest and implement process improvements. Can work across multiple geographies to support Group wide process. Performance indicators Ensure department … meets SLA, KPI and contribution targets. Support key customer contracts to maintain and improve contribution. Maintain & improve stakeholder satisfaction levels. Understand and adhere to GTS policies and procedures. Demonstrate strong data analytical skills using excel and Computacenter systems. What you'll needSkills and Experience neededA willingness to learn ...

escalation processes as appropriate Acting as Tier 2/Tier 3 support for Windows related issues & problem resolution, performing incident response, investigation & remediation within SLA timeframes Coordinate with incident & Technical managers, following incident management process during high-severity incidents Identify underlying root causes of reoccurring incidents, assisting in implementation … findings, as part of continuous improvement cycle Responsible for ensuring update and closure of all incidents & requests assigned to team queue in accordance to SLA Support with monitoring and alerting across restricted secret & above networks Responding proactively to alerts & implementing threshold and health-based remediation actions Monitor and optimise network ...

designing and implementing new systems under the direction of the Senior Platform Lead. Key Responsibilities Ensure all incidents and requests are processed within SLA and in line with customer expectations. Ensure problems are identified and managed in line with the ITIL framework. Identify and document technology risks and provide solutions … including WebLogic & Oracle Database and other Java and Linux based applications as necessary Interacting with Vendor support for the resolution of issues within prescribed SLA’s Good working knowledge of Banking and Payment technologies include Faster Payments, BACS & Swift Working within an ITIL environment Working within an ISO27001 Framework Develop ...

commissioning and handover. Critical Data Center Operations – EMEA Sites Own 24x7 critical operations across current EMEA sites, with accountability for uptime, availability, safety, and SLA performance, including critical environment management (electrical, mechanical, cooling, controls) and lifecycle management of critical assets. Implement and govern operational standards, SOPs/MOPs/EOPs … maintenance and change management frameworks, and KPIs (uptime, SLA, MTTR, energy, safety, staffing, customer experience) across all EMEA sites. Lead incident management, escalation, and RCA with timely, transparent customer communication; ensure business continuity and disaster recovery processes are maintained and tested; partner with the GNOC for 24x7 monitoring and service ...