8 of 8 Permanent SLA Jobs in Surrey

incidents during assigned shifts. Coordinate response efforts, communicate status updates, and ensure timely resolution in alignment with incident management protocols. Oversee Ticket Queues & SLA Compliance Monitor support queues to ensure appropriate prioritization and workload distribution. Assign tickets, track progress, and uphold SLA targets through proactive follow‐up and escalation when … stakeholders. ITIL & Service Management Expertise Applies ITIL principles to guide incident, problem, and change management. Understand service lifecycle stages and contributes to process consistency, SLA adherence, and continuous improvement. Proactive System Monitoring & Performance Awareness Anticipates potential disruptions by monitoring system health, analysing trends, and addressing anomalies before they elevate. Support ...

customer service and support for dedicated key accounts. Due to the nature of the Support Services business many of theses areas are subject to SLA s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld ...

customer service and support for dedicated key accounts. Due to the nature of the Support Services business many of theses areas are subject to SLA’s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld ...

service delivery and drive customer outcomes across a portfolio of clients. The role blends ITIL service delivery management with account management to ensure SLA adherence, performance targets and ongoing customer satisfaction. You will be the primary contact for operational enquiries, coordinate with suppliers and internal teams, and lead continual service ...

leading geographically distributed, multi-disciplinary teams in enterprise SaaS or technology environments Proven track record managing offshore or outsourced delivery partners, including contract negotiation, SLA governance and performance management Broad working knowledge of cloud platforms, Kubernetes, CI/CD, networking and security, sufficient to challenge technical approaches and make informed ...

resolution Monitor service credits, penalties, and commercial alignment Reporting & Service Insight Deliver and continuously improve service reporting and dashboards, including: Incident and request trends SLA performance Demand patterns Escalations and root cause themes Provide actionable insight and recommendations to senior leadership Ensure reporting drives decision-making and service optimisation Operational … looking for: Proven experience in Service Delivery Management (ITIL-aligned environment) Strong experience managing third-party suppliers and contracts Demonstrable experience in: SLA/KPI management Service reporting and governance Incident and escalation management Strong stakeholder management at operational and executive level What we can offer you: Proven track record ...

operational processes. Customer onboarding, migrations, warranties, billing and service-exit processes. SJP DaaS contractual boundaries and service requirements. Procurement portal processes and workflows. Ticket, SLA and customer-satisfaction measures. Skills matrices, process documentation and knowledge-transfer methods. DESIRABLE DESIRABLE DESIRABLE DESIRABLE DESIRABLE DESIRABLE Core competencies and behaviours Visible and supportive … ESSENTIAL ESSENTIAL ESSENTIAL ESSENTIAL ESSENTIAL ESSENTIAL ESSENTIAL ESSENTIAL MEASURES & GOALS Operational performance Team consistently meets operational targets; aged ticket backlog reduces; sustained improvement in SLA performance. Frequency: Ongoing Customer experience Positive CSAT scores and customer feedback; service issues are resolved or escalated appropriately. Frequency: Ongoing Process governance Clear, accurate ...

internal knowledge base. Gather customer feedback per the Customer Feedback Collection and Management Process and track themes. Help prepare monthly service reports and SLA tracking, using the monthly service review and SLA Watch skills under supervision. Shadow and become involved in major incident management. Support with change delivery management. Report ...