23 of 23 Permanent SLA Jobs in the Midlands

passionate about making an impact. You’ll need: · Experience working within an ITIL-aligned environment, managing incidents, service requests and escalations while consistently meeting SLA targets and prioritising workload effectively. · Strong customer-focused approach, with clear communication skills and the ability to support users at all levels within a front ...

migrations, software implementations, and asset register management. Documentation & Reporting · Maintain accurate and up-to-date documentation of incidents, resolutions, and system configurations. Contribute to SLA adherence, reporting, and continuous service improvement initiatives. User Support & Training · Provide end-user support and guidance, ensuring effective use of IT systems and promoting best ...

Drive adherence to ITSM processes (Incident, Request, Problem, Change), identifying and implementing continuous improvements. Produce and present insights on performance metrics, service trends, and SLA/KPI delivery. Manage multiple vendors to ensure effective, long‐term delivery of IT services. Collaborate with Service Management and delivery teams to resolve service ...

fast-paced MSP environment Ensuring efficient handling of incidents, requests, and escalations Acting as an escalation point for complex technical issues Monitoring SLA performance and driving service improvement Coaching and mentoring engineers and team leaders Supporting process improvement and service maturity initiatives Working closely with wider technical teams including infrastructure ...

fast-paced MSP environment Ensuring efficient handling of incidents, requests, and escalations Acting as an escalation point for complex technical issues Monitoring SLA performance and driving service improvement Coaching and mentoring engineers and team leaders Supporting process improvement and service maturity initiatives Working closely with wider technical teams including infrastructure ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning, cutting ...

supporting the teams success, making a real impact on our customer experience. What youll do Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk ...

service teams Turn Voice of the Customer insights into tangible improvements Lead end-to-end service management (Incident, Problem, Change & Major Incident) Ensure SLA compliance, performance transparency, and robust reporting Oversee service continuity, resilience, and risk management Embed consistent, scalable, and repeatable service processes Lead, coach, and develop multidisciplinary teams ...

customers, remotely and on-site Diagnose and resolve hardware and software issues, including Windows and Mac operating systems Respond to IT requests within agreed SLA timeframes Install and configure IT equipment in office, remote, and on-site environments Set up user accounts, email addresses, and groups Maintain accurate documentation ...

mitigation. 3rd party/vendor liaison with respect to technical build, support and maintenance. Meet levels of service in line with published/agreed SLA's. Adherence to all Pilgrim's processes including: - Raising, reviewing and approval of Change Controls. Identify, investigate, update and resolve problem records. Ensuring the configuration ...

ensuring alignment without dependency on external timelines Drive documentation and knowledge sharing to remove single points of failure Own the service desk function, including SLA definition, demand reduction, and onboarding/offboarding processes First 90 Days Complete a full audit of infrastructure, systems, and contracts Establish structured team management (objectives ...

large-scale, multi-site projects from design through to implementation and handover into BAU - Monitoring network health and proactively troubleshooting to maximise uptime and SLA performance - Supporting development of network automation and scripting solutions to improve efficiency - Collaborating with internal teams and stakeholders to deliver scalable, resilient network solutions What ...

negotiate, and onboard new carrier partners to expand network capability, improve service offerings, and support new business growth. Manage carrier performance through robust KPI, SLA, and cost management frameworks, driving continuous improvement across delivery, compliance, and customer experience metrics. Act as the key transport and carrier subject matter expert within ...

Translate business priorities into operational action Provide clear feedback on risks, capacity, and performance 5. KPI & Performance Management Own and drive service KPIs, including: SLA performance Ticket ageing and backlog Escalation rates and repeat issues KPIs are used to improve outcomes, not just produce reports. 6. Process & Structure Improvement Continuously ...

working hours as required. DEVELOPMENT GOALS • Enhanced training and certification • Career progression. AREAS OF MEASUREMENT • KPI - Cost per Call. • KPI - 1st Time fix • KPI - SLA achievement for tasks. ...

support engineering and operational teams. Commission monitoring across network devices, access infrastructure and Layer 1-3 equipment. Define baseline performance metrics, thresholds and SLA-led alerting. Work closely with network and operational teams to align monitoring with changing infrastructure requirements. Support the use of analytics-led monitoring for anomaly detection ...

hands-on technical expertise, and client service ownership . You will ensure the efficient delivery of onsite support while maintaining high service standards, strong SLA performance, and excellent client relationships. Due to the field-based nature of this role, the successful candidate must hold a full UK driving licence … Field Support function , ensuring high-quality onsite support for clients Coordinate and dispatch Field Engineers in response to tickets, incidents, and client calls, maintaining SLA performance Act as the senior technical escalation point , providing expert guidance and hands-on support when required Manage, mentor, and develop the Field Engineering team ...

support via our Service Desk system for a wide range of external and internal applications, operating systems, virtual environments and hardware and achieve team SLA’s Acting as the 1st point of contact in delivering the best possible support to our customers and internal user base To log, update … take ownership of problems and be proactive when dealing with all issues Provide basic maintenance and break-fix solutions of internal systems within SLA’s To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents Communication with all areas of the business including service notifications ...

support operations across our customer sites, ensuring incident management and other ITIL based processes are followed while helping to ensure our SLA & SMA obligations are always met and delivered to the highest standards. As a support engineer, you will be an integral part of our customers daily operations where … running of IT and manufacturing systems for your site What success in this role looks like: Resolving of assigned incidents within SLA timeframes, ensuring seamless IT operations for our customers Building strong relationships with on-site teams, resulting in high levels of customer satisfaction and positive feedback Identifying and implementing ...

technology team based in Solihull. The Role You'll be responsible for leading a team of support engineers, ensuring high-quality service delivery, strong SLA performance, and excellent customer satisfaction. This is a hands-on leadership role where you'll combine technical knowledge with people management to drive team success. … Minimum 5 years' Service Desk Management experience Strong technical support background is essential Proven experience leading and supporting service desk teams Strong understanding of SLA/KPI-driven environments A team player with a hands-on leadership style Process-driven with excellent organisational skills Passionate about helping and developing support ...

Target first-touch resolution for all queries. Oversee implementation orders and track all in-flight projects. Ensure Customer Experience Executives deliver structured, SLA-aligned responses. Own all customer cases, engaging specialist teams where needed. Maintain CRM accuracy and onboard new service pillars with correct billing. Run daily case reviews … end. Work with Customer Success to drive product adoption and retention. Collaborate with wider teams to ensure a consistent customer experience. Governance & Compliance Ensure SLA adherence and escalate risks appropriately. Maintain regular service review cycles, including performance, lifecycle, and end-of-life planning. Success Measures Net value retention SLA achievement ...

applications and stakeholders, ensuring that acceptable solutions are found in a timely manner. Manages Aldi’s partners within contract guidelines, ensuring performance and SLA's are monitored and recorded to aid in continuous improvement. Ensure change control procedures are adhered too for site applications. Testing & Deployment support for site applications … prioritise tickets based on business need/impact Working as part of an IT support function Incident coordination End User device support Strong Communicator SLA knowledge Supply Chain/Warehouse Automation experience working with automation vendors (Desirable) Working as part of an IT support function within an automated warehouse (Desirable ...

momentum throughout Producing and maintaining technical documentation throughout planning and support handover Liaising with the service desk to manage maintenance tickets and ensure SLA compliance Attending client meetings including monthly and quarterly business reviews, presenting service performance data Preparing reports and performance updates for internal and external stakeholders, working alongside … findings and recommendations to clients Decisive and assured- able to make clear, confident decisions under pressure Familiar with technical documentation and service desk or SLA-driven environments Experience with EPOS, digital signage, AV, network infrastructure, or similar retail technology is a strong advantage Comfortable with occasional UK and European travel ...