24 of 24 DemandTrendPermanent SLA Jobs in Scotland

software, and network issues promptly and effectively. Fix 70% of incidents at first contact (when possible). Achieve overall customer satisfaction of 95%. Achieve overall customer service level (SLA) of 98%. Ensure adherence to performance targets. Ensure that incidents are dealt with according to customer and priority needs. Log all support interactions and maintain accurate records of user More ❯

software, and network issues promptly and effectively. Fix 70% of incidents at first contact (when possible). Achieve overall customer satisfaction of 95%. Achieve overall customer service level (SLA) of 98%. Ensure adherence to performance targets. Ensure that incidents are dealt with according to customer and priority needs. Log all support interactions and maintain accurate records of user More ❯

respond to issues relating to our application Excellent written and oral communication skills are essential Solid experience in logging and triaging support tickets Strong problem-solving skills Understanding of SLA tracking Experience in using and updating service desk software The successful candidate must be based in and able to travel regularly to either our Glasgow Office - G1 1RE, or our More ❯

and maintenance of computer hardware, software, networks, mobile devices, and printers. Taking end-to-end ownership of IT tickets, including communication and technical resolution. Appreciation of Service Level Agreements (SLA’s). Good experience with Active Directory - adding user accounts, troubleshooting, user network access permission, AD account administration etc. Visiting company locations to provide on-site support and collaborating with More ❯

and maintenance of computer hardware, software, networks, mobile devices, and printers. Taking end-to-end ownership of IT tickets, including communication and technical resolution. Appreciation of Service Level Agreements (SLA’s). Good experience with Active Directory - adding user accounts, troubleshooting, user network access permission, AD account administration etc. Visiting company locations to provide on-site support and collaborating with More ❯

and maintenance of computer hardware, software, networks, mobile devices, and printers. Taking end-to-end ownership of IT tickets, including communication and technical resolution. Appreciation of Service Level Agreements (SLA’s). Good experience with Active Directory - adding user accounts, troubleshooting, user network access permission, AD account administration etc. Visiting company locations to provide on-site support and collaborating with More ❯

ticket are escalated efficiently. Ability to research ideas and concepts in order to source suitable technical solutions or resolve problems 'Hands-on' problem-solving approach; solving problems within strict SLA timeframes On occasion provide on-site support for customers as and when required Delivering exceptional customer service and demonstrating the ability and desire to go 'above and beyond' for our More ❯

forward-thinking service strategy aligned to business and customer goals Build strong relationships with key customer stakeholders and manage executive service reviews Drive continuous service improvement, performance monitoring, and SLA adherence Collaborate with Sales and Technical teams to support retention and growth Champion customer satisfaction, insight-driven change, and service excellence Develop robust reporting alongside Sales to ensure customer satisfaction More ❯

client expectations and standards. Proactively identify and resolve delivery issues. Promote a culture of continuous improvement and team curiosity. Use KPIs to monitor performance and customer satisfaction. Managed Service SLA Compliance Ensure compliance with SLAs across all managed services. Resolve service issues and escalations proactively. The Successful Applicant The ideal candidate for this role brings a rare combination of domain More ❯

schedule involving rotational shifts. Providing real-time customer experience by working in 24 7 operating environment. 6. Adherence to OTS Service Desk Goals: Meeting targets for Response and Resolution SLA, CSAT, and effectively managing incidents. 7. This role will be working from Bangalore (BLR18) Corporate office. A willingness to relocate as career advancement opportunities throughout the company become available is More ❯

support onsite on large HPC (High Performance Computing) systems. You will be working as part of a dedicated team to deliver reactive support, ensuring compliance with a strict Service Level Agreement associated with the contract. All necessary product training will be provided along with mentoring from colleagues within the site team to enable you to provide the level of support More ❯

etc. Writing and debugging Python code One or more IaC toolset proficiency e.g. Pulumi or Terraform. Designed and built infrastructure using Azure which takes into consideration: observability, alerting, uptime SLA's and SLO's and Azure DevOps pipelines. Be able to collaborate well with both engineering teams and colleagues in customer-facing teams. Be an excellent communicator both in written More ❯

on a variety of equipment including, plumbing, boiler plant, ventilation, pumps, would be beneficial. • Experience of working within a mobile service delivery contract. • An understanding of Service Level Agreements (SLA's), service targets and objectives and Key Performance Indicators (KPI's) and ability to interpret management information. • Knowledge of Health & Safety and safe working practices. • Excellent communication skills. • Supervisory management More ❯

Team and the Infrastructure Operations Team members based on the ticket severity and priority Track the incidents/service requests/problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/problems/Service/Change requests as per the escalation mechanism Analyze the ticket trend and provide reports with improvement actions, create basic documents and More ❯

the Business: This role has a critical impact on the business. The support and service provided for logistics applications ensure system uptime, which is essential for meeting fulfillment and SLA targets across all channels. Downtime can lead to financial losses and customer dissatisfaction. The analyst will make key decisions to resolve issues and restore systems efficiently, ensuring minimal negative effects More ❯

External service providers - e.g., Maersk/Ensign/Avalon. External consulting partners. Impact on the Business: This role is critical as the logistics applications support directly impacts uptime, fulfilling SLA commitments, and customer satisfaction. Downtime can lead to financial losses and damage to reputation. The analyst will be responsible for making key decisions to resolve issues swiftly and restore systems More ❯

Manager will be responsible for high level customer engagement with Core's key clients. This role involves coordinating project and managed service deliverables along with regular reporting against performance SLA's to the customer, conducting regular service reviews and capturing feedback from the customer. The Customer Success Manager role provides a key interface for client communication back to the business … Ensure regular Planning and Service Delivery Reviews with clients take place and where possible, attend those meetings. • Produce detailed reports to customers on Core performance against baseline project plans, SLA, and customer resource consumption. • Manage relationships with the customer, project, and support teams. • Manage escalations and Major Incidents. • Work with account teams on contractual negotiations for renewals. • Report on client … attitude. Ability to take a methodical approach to service issues. Demonstrated initiative and a proactive mindset. Aptitude for collaborative work with others. Ability to work under pressure to meet SLA's and remain calm in stressful situations. We offer: Work from home contract but alternatively, you can also work from our offices (London, Manchester, Milton Keynes, Glasgow or Edinburgh). More ❯

Stores/Part/Engineering Management Teams Maintain a rigorous activity/workstack review and management procedure throughout the group, ensuring that backlogs are minimised, exceptions are captured and SLA jeopardy management is in place Projects Provide support during the mobilisation and implementation of new contracts in line with agreed processes. Contribute to service design, execution of mobilisation plan and … least ITIL foundation certified Strong service attitude and aiming to build lasting customer relationships Be able to identify and own the implementation of service improvement activities Experience of managing SLA’s and KPI’s Experience in problem management and change management Ability to demonstrate exceptional interpersonal skills and able to develop lasting working relationships with clients and colleagues Ability to More ❯

Stores/Part/Engineering Management Teams. Maintain a rigorous activity/workstack review and management procedure throughout the group, ensuring that backlogs are minimised, exceptions are captured and SLA jeopardy management is in place. Ensure the call escalation procedures are followed. Provide assistance to colleagues across the business wherever required. Projects Provide support during the mobilisation and implementation of … build lasting customer relationships Ability to prioritize, multi-task, and perform effectively under pressure Be able to identify and own the implementation of service improvement activities Experience of managing SLA’s and KPI’s Experience in problem management Experience in change management Ability to demonstrate exceptional interpersonal skills and able to develop lasting working relationships with clients and colleagues Experience More ❯

Event Management requirements when required Support the Incident Manager role for all major Incidents impacting the allocated customer base Demonstrate a strong sense of urgency in meeting customer needs SLA Management Liaise with Sword operational support to ensure SLA objectives are achieved ITIL focused Previous experience in an admin and/or people management environment, where co-ordination and prioritisation More ❯

and learning-oriented culture. Operational Management Own the NOC function, ensuring all network and system alerts, incidents, and service requests are triaged and resolved promptly. Manage and report on SLA adherence, escalations, and ticket backlog. Implement and refine standard operating procedures (SOPs) for incident response, change control, and communications. Analyse incident trends and drive root cause analysis and long-term … Network Operations or Technical Support team in a 24/7 environment. Strong technical background in networking, infrastructure operations, or cloud services. Excellent understanding of incident/ticket lifecycle, SLA management, and escalation protocols. Demonstrated ability to lead, develop, and retain engineering talent. Experience with monitoring platforms (e.g. Nagios, Zabbix, SolarWinds, Prometheus) and ticketing tools. Excellent communication, time management, and More ❯

ideally within an innovation hub, commercial space, or mixed-use environment. You'll have a good understanding of Planned and Reactive Maintenance systems, contractor coordination, and service level agreement (SLA) monitoring. Experience managing technical facilities such as laboratories, ICT infrastructure, or controlled environments would be a strong advantage. For more information please visit: For a confidential discussion, please contact Katharine More ❯

environments Design and work with the IT Operations team to deliver cost effective and fit for purpose cloud and internal infrastructure solutions designed to meet performance, cost, redundancy and SLA requirements Plan and manage infrastructure migrations between cloud platforms and regions Ensure existing infrastructure and systems meet performance, cost, redundancy and SLA requirements Implement backup and DR plans that are More ❯

all reactive jobs via telephone and email Schedule and coordinate maintenance activities, including PPM and reactive works. Proactively monitor and chase work orders to ensure completion within the required SLA Respond to Client queries and provide timely updates on job progressions. Utilise internal reports to drive performance and meet contractual KPIs. Generate purchase orders for materials and subcontractor requirements Plan … scheduled efficiently minimising travel time. Ensure all PPMs are completed within the appropriate timescales. Liaise with mobile engineers and Contract M anager to ensure efficient planning of work. Escalate SLA failures in advance to optimise opportunity to avoid failure. Administration tasks as required by the business. Skills and Experience Experience of working to strict SLAs & KPIs Excellent communication and interpersonal More ❯