2 of 2 Contract SLA Jobs in Lancashire

processes. Key Responsibilities Own and manage IT services across their full lifecycle Lead ITSM processes including Incident, Problem, Change and Service Request Management Ensure SLA and KPI targets are defined, monitored and achieved Chair CAB meetings and oversee change governance Drive service improvement initiatives and CSI plans ...

operations while driving continuous improvement through Zendesk reporting and analytics. Key responsibilities include: Leading and overseeing the Customer Service team to ensure KPI and SLA targets are consistently achieved Monitoring and analysing performance using Zendesk reporting tools (response times, resolution times, CSAT, etc.) Managing and optimising Zendesk workflows and automations ...