5 of 5 Remote/Hybrid SLA Jobs in the City of London

scope, responsibility matrix, escalation routes and governance calendar, ensuring clear accountability for core infrastructure and cloud services.Lead operational service reviews and periodic strategic reviews.Validate SLA and KPI evidence covering availability, incident response and restoration, change success, patch compliance, recovery testing and capacity; agree corrective actions, owners and deadlines and track ...

/hot fixes Ensures optimization of architecture is accessed before, during and after cloud migrations Ensures vendors provide proper levels of support, maintain SLA’s and provide root cause analysis for escalated issues Works with application and Infrastructure teams, to ensure both new and existing systems follow BC/ ...

requests are handled efficiently and professionally. Act as the primary escalation point for complex technical issues. Monitor team workloads, queues, and performance to ensure SLA’s and customer satisfaction targets are consistently achieved. Conduct regular team meetings, one-to-ones, performance reviews, and development planning activities. Coordinate incident management activities … Foundation. Microsoft 365 Administrator, Endpoint Administrator, or related Microsoft certifications. ServiceNow certification desirable. Leadership, coaching, or people management qualifications advantageous. Key Performance Indicators (KPIs) SLA Achievement. Customer Satisfaction (CSAT). First Contact Resolution (FCR). Ticket Backlog Management. Incident Resolution Times. Escalation Reduction Rate. Knowledge Article Creation and Utilisation. Team ...

reports to the Head of Infrastructure & Operations, requiring occasional UK travel. It is a full‐time, permanent position with a strong emphasis on governance, SLA/KPI oversight and continuous improvement. #J-18808-Ljbffr ...

Cyber services supporting EMEA, Americas Division (inc Canada & Brazil) and APAC. This includes end-to-end service integration, international service reporting, service catalogue management, SLA and KPI governance, service-performance controls and continual improvement. Operating within the EMEA-led SIAM integration hub, the role will coordinate Cyber teams, regional technology … Performance, Risk and Resilience Governance and Integrated Service Reviews Stakeholder and Supplier Engagement Continual Improvement and Service Maturity International Cyber Service Reporting, Catalogue and SLA Management Skills and Experience Strong experience in IT Service Management or service integration within a complex, multi-supplier environment Strong experience supporting Cyber or security ...