576 to 600 of 736 Permanent SLA Jobs

mentor operational team members and service providers. Measures of success to include: Infrastructure Availability – achievement of agreed service availability targets. Service Desk Performance – SLA attainment and customer satisfaction scores. Incident Performance – reduction in major incidents and improved resolution times. Change Success Rate – percentage of successful infrastructure and application changes. Cyber … services. Cost Optimisation – achievement of infrastructure cost and efficiency targets. Service Improvement Delivery – successful implementation of approved improvement initiatives. Supplier Performance – achievement of supplier SLA and contractual commitments. Preferred skills and experience Proven experience leading enterprise IT Infrastructure and Operations functions. Experience managing geographically distributed infrastructure environments across multiple sites. ...

weekly Change Advisory Board, and keep knowledge management current so learnings, workarounds and known errors are reused. Performance & improvement Own the team's SLA performance across response time, resolution time and customer satisfaction, monitoring through HubSpot, Jira and Grafana and acting early on risks. Produce weekly reporting on volumes, SLA ...

clearly defined, tracked, and implemented. Identify systemic issues and opportunities to reduce incident recurrence. Reporting, Insights & Trend Analysis Produce regular incident reporting, including KPIs, SLA performance, and impact analysis. Provide statistical and trend analysis to identify recurring themes, risks, and service weaknesses. Present insights and recommendations to senior stakeholders … tight timelines. Experience producing RCA documentation and leading continuous improvement initiatives. Analytical mindset with experience in data interpretation, reporting, and trend analysis. Understanding of SLA/KPI frameworks and service management principles (e.g., ITIL desirable). Key Competencies Calm and decisive under pressure Highly organised with strong attention to detail ...

resolvers to resolution and clear user communication. Problem management: Turn recurring incidents into root-cause fixes and reduce avoidable demand. 2. Service Integration & Vendor SLA (SIAM) Vendor service integration: Own the day-to-day relationship with vendor for L1/L2 service desk, lifecycle/depot, major incident management … hundred retail users, ensuring fast, empathetic resolution for POS, connectivity and peripheral issues without on-site presence in every location. 5. Service Governance & Reporting SLA & experience reporting: Track SLA/KPI performance, aged tickets, repeat incidents, CSAT and readiness actions; produce clear management dashboards. Continual improvement: Drive ITIL-aligned continual ...

support of a large and varied user base in IT systems. Experience of an ITIL service environment Experience of working to Service Level Agreement (SLA) targets and co-ordinating workload to meet them Understanding and experience of providing an effective customer service. Values Essential Ability to establish good working relationships ...

function. You will play an active part in Major Incident Management, Service Reviews for Tier 1 suppliers, ensuring that our Tech Department meets its SLA with the business, internal customer reviews and business wide communication related to operational service and stakeholder management. Additionally, you will support IT Admin on invoicing … escalations regarding incidents, service requests or problems related to the GTS trains Perform Ticket triage across all GTS train queues, reporting on trends and SLA breaches and escalating to team and train Product Managers/Product Owners Monitor all GTS train helpdesk queues for level 2 & level 3 alerts Work ...

with ITIL best practices and organisational standards. Oversee Incident, Major Incident, Problem and Change Management functions, ensuring effective control and continuous service performance. Drive SLA achievement, customer satisfaction, service availability and operational excellence across all managed service contracts. Act as the senior escalation point for critical incidents and significant service … suppliers and senior stakeholders, balancing customer, operational and commercial priorities. Success Measures A highly successful Head of Service Management will have: Consistently achieved contractual SLA and KPI commitments. Improved customer satisfaction (CSAT) and overall service perception. Increased service availability and first contact resolution rates. Improved major incident recovery performance ...

governance framework. Familiarity with competitive landscape and ability to differentiate AMS offerings against competitors. SAP AMS Delivery SkillsOverseeing SAP service delivery, stakeholder management, SLA compliance, and service risks. Leading, motivating, and developing the SAP support team, directly or indirectly, to build business capability and drive quality improvement. Managing service costs … Application Management Services (AMS) across pre‐sales, solutioning, transition, and steady‐state delivery. Strong capability in shaping AMS deals through scoping, effort estimation, pricing, SLA definition, and value‐based operating models. Adept at designing and presenting AMS transformation roadmaps, delivery frameworks, and governance structures to senior stakeholders. Proven track record ...

operation, ensuring the delivery of high-quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service … improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders. Key Responsibilities Service Delivery & SLA Management Own end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently ...

reliability, proactively identifying and addressing issues to minimize downtime. Manage the implementation and maintenance of Service Level Objectives (SLO's) and Service Level Agreements (SLA’s) with UMG Business Units, other IT groups, and vendors as appropriate. This includes measuring and reporting on these SLA ...

weekly Change Advisory Board, and keep knowledge management current so learnings, workarounds and known errors are reused. Performance & improvement Own the team's SLA performance across response time, resolution time and customer satisfaction, monitoring through HubSpot, Jira and Grafana and acting early on risks. Produce weekly reporting on volumes, SLA ...

live Application Management Services for a large-scale SAP S/4HANA environment. The role will own the AMS operating model, service delivery, SLA/KPI performance, support organisation, transition to steady state, and continuous improvement. The successful candidate should have strong SAP S/4HANA support experience, ITIL-aligned … Responsibilities Own the SAP AMS operating model, including service catalogue and L1–L3 support structure. Manage incident, problem, change, and release management processes. Own SLA/KPI performance, service reporting, penalties, and service credits. Lead the transition from project hypercare to steady-state AMS, including knowledge transfer, runbooks, and CMDB ...

live Application Management Services for a large-scale SAP S/4HANA environment. The role will own the AMS operating model, service delivery, SLA/KPI performance, support organisation, transition to steady state, and continuous improvement. The successful candidate should have strong SAP S/4HANA support experience, ITIL-aligned … Responsibilities Own the SAP AMS operating model, including service catalogue and L1–L3 support structure. Manage incident, problem, change, and release management processes. Own SLA/KPI performance, service reporting, penalties, and service credits. Lead the transition from project hypercare to steady-state AMS, including knowledge transfer, runbooks, and CMDB ...

strong knowledge of ITIL/ITSM processes, CMDB management, application administration, and reporting platforms, with a focus on delivering reliable and efficient support within SLA commitments. Location & Security Requirements Candidates who have previously held Security Check (SC) Clearance or are eligible to obtain SC Clearance will be preferred. Should … Stevenage office/customer site as required. Key Responsibilities Provide L2/L3 AMS support across multiple COTS and enterprise applications, ensuring service continuity, SLA adherence and high-quality resolution outcomes. Triage, diagnose and resolve incidents; provide workarounds where permanent fixes require change, and maintain clear communication with users ...

transactions and invoice processing in the Purchase to Pay (P2P) process in line with the service specification outlined in the Service Level Agreement (SLA) and internal procedures. What you will be doing: Purchase to Pay (P2P): To organise your own workload and ensure outputs are delivered in line with targets ...

specific product areas for customer systems and provide support for hardware and software maintenance calls and implementation requests within the required Service Level Agreement (SLA). Providing both planned and unplanned backfill for Site Engineers, attending scheduled Customer Tech Bars (Surgeries), and provide customer business as normal support. To meet ...

specific product areas for customer systems and provide support for hardware and software maintenance calls and implementation requests within the required Service Level Agreement (SLA). Providing both planned and unplanned backfill for Site Engineers, attending scheduled Customer Tech Bars (Surgeries), and provide customer business as normal support. To meet ...

specific product areas for customer systems and provide support for hardware and software maintenance calls and implementation requests within the required Service Level Agreement (SLA). Providing both planned and unplanned backfill for Site Engineers, attending scheduled Customer Tech Bars (Surgeries), and provide customer business as normal support. To meet ...

specific product areas for customer systems and provide support for hardware and software maintenance calls and implementation requests within the required Service Level Agreement (SLA). Providing both planned and unplanned backfill for Site Engineers, attending scheduled Customer Tech Bars (Surgeries), and provide customer business as normal support. To meet ...

Hybrid/IT Operations Management/SLA Management/Vendor Management - A global Japanese fashion brand is currently recruiting an IT Service Delivery/IT Operations Manager to establish and manage its day-to-day IT service across Europe. You will own the service desk experience, end-user computing, vendor … retail users as the European business separates from the regional organisation. The ideal candidate should have strong IT service delivery and service desk, SLA management experience, hands-on ServiceNow and Microsoft 365 knowledge, and experience managing vendors and IT services across multi-site retail environments. (Ref: YC47664 - Please include this ...

skills with the analytical judgement to understand what the data is telling us and communicate it with confidence. Key Responsibilities Define and maintain consistent SLA frameworks across partners and intermediary clients Collaborate with Technology, Legal, and Relationship Management teams on SLA design, updates, and reporting Produce accurate, recurring service reports … years’ experience in Service Delivery, IT Service Management, or related roles within financial services, SaaS, or managed service environments Strong knowledge of ITIL principles, SLA management, and service governance processes Demonstrated experience in preparing executive-level and customer-facing reports Excellent communication and presentation skills with the ability to engage ...

Service Team, supporting the delivery of services around its range of products. This is a customer-facing role focused on service delivery, supplier management, SLA performance and continual improvement, working with stakeholders across the UK and Europe. The Role The successful candidate will be responsible for creating, negotiating, implementing, monitoring … translating these into effective service processes Coordinating technical teams and suppliers to ensure agreed service levels are achieved Monitoring service performance and analysing SLA/contract performance Leading regular customer service reviews and producing performance reports Identifying opportunities for continual service improvement Supporting ITIL-based service management initiatives Managing communication ...

Walk Up welcome desk, assisting customers with a wide range of software and hardware-related issues. Monitor support ticket queues, maintaining awareness of SLA response times and identifying high-priority issues for escalation. Liaise with customers to gather the information needed for effective triage and resolution. Diagnose and troubleshoot incidents … service requests, with awareness of SLA resolve times. Maintain accurate and concise incident records, avoiding unnecessary technical jargon. Carry out standard request tasks, such as user account creation and maintenance. Ensure effective communication and regular updates to customers throughout the lifecycle of the ticket. Manage and prioritise your individual ticket ...

actions. Promote a "customer first" culture across the service desk. Performance Management Own the Service Desk KPI dashboard including: Call answer performance Response times SLA compliance Work order completion Customer satisfaction Engineer utilisation Backlog management Aged jobs Escalation trends Process Improvement Develop andmaintainstandard operating procedures. Standardise service desk processes across … managing a busy Service Desk, Helpdesk or Customer Service operation. Experience leading multi-disciplinary teams. Strong knowledge of CAFM systems. Experience managing KPI and SLA performance. Experience within Facilities Management, Building Services or Engineering. Experience delivering operational change. Excellent stakeholder management skills. Strong analytical and reporting capability. Desirable ITIL Foundation ...

actions. Promote a "customer first" culture across the service desk. Performance Management Own the Service Desk KPI dashboard including: Call answer performance Response times SLA compliance Work order completion Customer satisfaction Engineer utilisation Backlog management Aged jobs Escalation trends Process Improvement Develop andmaintainstandard operating procedures. Standardise service desk processes across … managing a busy Service Desk, Helpdesk or Customer Service operation. Experience leading multi-disciplinary teams. Strong knowledge of CAFM systems. Experience managing KPI and SLA performance. Experience within Facilities Management, Building Services or Engineering. Experience delivering operational change. Excellent stakeholder management skills. Strong analytical and reporting capability. Desirable ITIL Foundation ...