76 to 100 of 795 SLA Jobs

performing service functions. Strong understanding of ITIL-aligned Service Management practices. Demonstrable experience across: Incident Management Major Incident Management Service Request Fulfilment Escalation Management SLA and KPI Management Queue Management Experience using ServiceNow or other enterprise ITSM platforms. Proven track record of delivering: Service improvement initiatives Shift-left strategies Automation ...

validated before service acceptance. Work closely with delivery, testing, operations, and service owners to confirm that testing validates the service design, support model, SLA expectations, resilience requirements, and readiness controls. Configuration and Knowledge Management Collaborate with ServiceNow, ITAM, and configuration management stakeholders to ensure service components, configuration items, ownership, relationships ...

incidents and service requests. Manage user accounts, system access and IT equipment. Escalate complex issues to specialist teams. Deliver excellent customer service and meet SLA targets. What We're Looking For Strong customer service and communication skills. Knowledge of Windows 11 and Microsoft 365. Previous helpdesk, service desk or customer ...

within a complex technology or engineering environment. Experience working with warehouse automation, logistics technology, WMS or industrial/IT-OT environments. Strong understanding of SLA, KPI and contractual service management. Experience managing incidents, problems, changes and escalations. Strong customer and stakeholder management skills. Experience coordinating multi disciplinary technical and operational ...

telephony and payment systems What Success Looks Like You’ll help us deliver an IT service our teams can depend on That means strong SLA and KPI performance, fewer recurring incidents, faster and better‐managed major incident resolution, improving customer satisfaction and ensuring our new properties and technology deployments ...

validated before service acceptance. Work closely with delivery, testing, operations, and service owners to confirm that testing validates the service design, support model, SLA expectations, resilience requirements, and readiness controls. Configuration and Knowledge Management Collaborate with ServiceNow, ITAM, and configuration management stakeholders to ensure service components, configuration items, ownership, relationships ...

Provide regular feedback for team members and support them in producing development plans where appropriate. Contract management Adherence and management of contractual obligations, including SLA management. Conduct regular service reviews and report on service performance using OKRs, KPIs and CSAT. Collaborating with user‐centred design and product teams to develop ...

clients on service delivery, governance and industry best practice Own and assure client service performance across share registration and share plan services, ensuring contractual SLA's and KPI's are met through proactive oversight, early risk identification and effective prioritisation with operational teams Lead MI-driven performance management, interpreting trends ...

oversee IT Service Management operations while governing the end-to-end Change Management process. The role will be responsible for ensuring service stability, SLA compliance, operational excellence, and effective change governance across application and infrastructure environments. The ideal candidate will have strong hands-on experience in ITIL processes, stakeholder management ...

support Windows 11 devices, mobile devices, printers, and Intune-managed endpoints. Manage incidents and service requests through Autotask PSA, ensuring accurate updates and SLA compliance. Assist with IT infrastructure upgrades, cloud migrations, cybersecurity initiatives, and new client onboarding projects. Create and maintain technical documentation, processes, and knowledge base articles using ...

hardware and software 1st level support of NSFT Clinical and Business Systems Knowledge Management Problem Management Provision of excellent customer service Achievement of Service Level Agreement and KPIs Project and operational support, as and when required. Active contribution to the Continual Service Improvement Plan Please find attached our Job Description ...

GovernanceDeliver all work in line with defined operational standards, customer requirements, and industry best practiceEnsure all incidents, changes, and service requests are managed within SLA, priority, and escalation frameworksExecute changes in line with formal change management processes, ensuring validation, testing, and controlMaintain fully auditable, structured technical documentationMaintain high-quality ticket ...

Excellent communication skills with the ability to simplify complex issues. Strong analytical and problem‐solving skills. Ability to work under pressure and within defined SLA windows. High attention to detail, especially in documentation and logging. Comfortable interacting with customers at all levels, especially operational teams. Background Experience supporting production‐critical ...

vendor renewal activities, onboarding, transitions, and offboarding processes. Support financial governance activities, including tracking spend, invoicing oversight, and vendor performance reporting where applicable. Ensure SLA reporting aligns with contractual commitments and supports service excellence objectives. Reporting, Data & Process Improvement Support the production of governance dashboards, scorecards, management information reports ...

Excellent communication skills with the ability to simplify complex issues. Strong analytical and problem-solving skills. Ability to work under pressure and within defined SLA windows. High attention to detail, especially in documentation and logging. Comfortable interacting with customers at all levels, especially operational teams. Background Experience supporting production-critical ...

major and high-impact incidents. Provide technical direction to other 3rd Line engineers and help prioritise work based on customer impact, urgency and SLA risk. Review escalations from 1st and 2nd Line and make sure the right troubleshooting has been completed. Work with suppliers and internal specialists when an issue ...

delivery teams in London, Singapore, and Australia Define the automation strategy and prioritise cross‐tower automation initiatives for maximum cost and quality impact Establish SLA/KPI frameworks, performance dashboards, and outcome‐based metrics for all towers Lead the offshore migration strategy: define which roles move offshore, governance model ...

delivery teams in London, Singapore, and Australia Define the automation strategy and prioritise cross-tower automation initiatives for maximum cost and quality impact Establish SLA/KPI frameworks, performance dashboards, and outcome-based metrics for all towers Lead the offshore migration strategy: define which roles move offshore, governance model ...

lifecycle access (Okta, Active Directory). Maintain ticket queues in ITSM platforms (e.g., Jira Service Management, ServiceNow), managing incidents and service requests within strict SLA targets. Troubleshoot productivity tools and SaaS platforms, including Google Workspace, Slack, Zoom, Microsoft 365, and Zoom Rooms. Partner with IT Infrastructure and Information Security teams ...

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. ...

with multiple suppliers to obtain incident updates and status reports Escalate overdue, recurring or high-impact security incidents Monitor incident volumes, resolution performance and SLA compliance Produce regular security incident reports, dashboards and management information Identify trends in incidents and escalations Support security and service governance forums Ensure consistent incident ...

part of a successful business, who offer excellent support and training. Responsibilities: Provide technical leadership, senior escalation support and mentor team members Meet SLA targets, identify any patterns, issues and support the team to maintain service levels Conduct regular client visits and build strong client relationships Lead the technical delivery ...

follow. Facilitation: You facilitate post‐incident reviews and continuous improvement workshops that turn lessons into measurable actions. Success Metrics (what good looks like) 85% SLA attainment on first response and resolution for priority tickets. Reduced mean time to resolve (MTTR) and fewer repeat incidents quarter over quarter. High client CSAT ...

RESPONSIBILITIES – TECHNICAL SUPPORT Take full ownership of incidents tickets through to final resolutions, ensuring client supported and updated to the closure Ensures customer SLA’s/KPIs and quality standards are met Communicate with the clients, providing regular updates along with realistic expectations Technical background with experience in technical support ...

technical problems and working in a collaborative, onsite team environment. What you’ll do Offering solutions and workarounds to incidents/problems. Working to SLA’s and deadlines. Reviewing services and application delivery. Prioritising and managing several tasks at a single time. Establishing a good working relationship with wider teams ...