7 of 7 Permanent SLA Jobs in Birmingham

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 ...

maintenance. Supplier & Contract Management Manage and maintain effective relationships with external IT suppliers, vendors, and service providers. Monitor supplier and contract performance to ensure SLA compliance and service quality. Review performance data, escalate service concerns, and coordinate resolution actions. Support the Head of IT and Digital Systems with contract renewals ...

Directory Basic troubleshooting of firewall and routing issues Managing personal helpdesk ticket queue, ensuring ticket data is clear, concise, and up to date Meeting SLA's and helpdesk targets for quality and performance Desirable skills: A keen interest in IT A highly productive, positive and energetic individual A level-headed ...

queries Logging all calls on the system and maintaining full documentation Allocating service requests to the dedicated service provider Monitoring supplier performance against agreed SLA's and reporting using KPI's Communicating with and chasing service providers for updates Updating relevant documentation with precise notes Passing end-of-day notes ...

issues and manage escalations with confidence Negotiate resolutions and handle complaints professionally Support project scoping and delivery Build strong relationships through proactive communication Provide SLA reporting and trend analysis Attend service review meetings and on-site visits What We’re Looking For You’re organised, proactive, and thrive ...

What you will be accountable for (primary success metrics) Primary: Marketing Qualified Leads (MQLs) Deliver MQL volume to plan, with clear definitions, reporting, and SLA alignment with Sales. Improve MQL-to-SQL conversion rate by raising lead quality and tightening the handover. Secondary: ARR impact Improve contribution ...

Responsibilities · Lead, mentor and develop Support Desk and Onsite Project teams. · Oversee training, development plans and performance reviews. · Set and monitor KPI’s and SLA’s to drive excellence. · Foster a culture of collaboration, accountability and continuous improvement. · Ensure effective workforce planning and scheduling. Service Delivery · Act as the senior … technical escalation point for advanced support issues · Oversee daily Support Desk and Project performance to maintain SLA targets · Work closely with the Service Delivery Manager to uphold exceptional service · Drive improvements in efficiency, first-time fix rates and client satisfaction. · Build strong relationships with customers to support retention and growth. ...