4 of 4 SLA Jobs in Chesterfield

internal leadership and client-facing engagement as the organisation continues to grow. Responsibilities Embedded Service Delivery Management Oversees service performance against agreed OLA's, SLA's & KPIs; Accountable for the management of major incidents (P1 and P2's) through to prompt and successful service restoration Accountable for planned and responsive ...

project tasks, improvements, and technical assessments in the right quality in a timely fashion. Handle escalated customer support issues, providing solutions aligned with business SLA requirements Design and implement automation scripts and tools to optimize processes. Conduct root cause analysis for major incidents and recommend long-term fixes. Collaborate with ...

support manager Monitor ticket queues continuously and follow up on any tickets that have not been completed Ensure response and resolution times meet agreed SLA's Provide 1st level operational support and triage for customer following 'How-to' and standard operating procedures to understand the nature of the incident Support ...

optimize workflows. Oversee resolution of technical issues and proactive user communication. Build strong relationships with internal and external customers. Manage budgets, vendor relationships, and SLA compliance. Ensure quality control, risk management, and business continuity. Foster continuous improvement, collaboration, and adoption of AI/automation initiatives. Stay current with ITSM … development expertise. Knowledge of ITIL framework and ITSM best practice. Experience in budget management, supplier management, and cost control. KPIs/Metrics Service Desk SLA compliance First Line Resolution rate Ticket response and resolution times User satisfaction scores (CSAT) Adoption rate of AI/self-service solutions Cost efficiency ...