5 of 5 Permanent SLA Jobs in Birmingham

with experience in incident, change, and 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 to ensure continuity of service More ❯

process management, and people leadership. Key responsibilities of the role: Lead and manage support teams, driving a culture of accountability, collaboration, and innovation. Oversee ITIL-based service delivery, ensuring SLA/KPI targets are consistently met. Manage Jira Service Desk operations, incident resolution, and root cause analysis. Build insightful Power BI dashboards to track and report on service performance. Act More ❯

Oversee the transition of infrastructure operations to offshore partner going live in January. Build a governance-led, process-driven model delivering consistent and reliable services. Service Management & Performance: Drive SLA performance, reporting, and continuous improvement across all regions. Embed a strong service culture and operational discipline. Architecture & Transformation: Review and modernise the infrastructure architecture (last updated 2019). Lead data More ❯

exercises. Maintain audit-ready documentation and support external reviews. Team & Vendor Management Recruit, lead, and develop a high-performing IT team, fostering innovation and accountability. Manage vendor relationships, ensuring SLA adherence, cost efficiency, and service quality. Data Governance & Analytics Drive data quality, governance, and analytics initiatives across the business. Implement reporting frameworks for operational, security, and project performance metrics. Budget More ❯

and will have the opportunity to develop a wide range of new skills on the job. Key Responsibilities: Service Delivery Management: Own the end-to-end service delivery ensuring SLA compliance to the client contract. Participate in developing and implementing strategies for integrating AI and automation into IT operations to enhance efficiency and performance. Work with all teams and people … Maintain accurate records of service agreements, client communications, incident reports and operational runbooks. Produce service delivery performance reports to the agreed client schedule, highlighting key performance indicators such as SLA compliance, Availability and service improvements. Team Collaboration: Work effectively as part of the Service Delivery team ensuring alignment with our client’s and company goals and objectives. Develop your sharing More ❯