1 to 25 of 27 SLA Jobs in the East Midlands

timescales. Monitor and analyse key performance indicators (KPIs), including: Ticket resolution times First-contact resolution rates Customer satisfaction scores Allocate resources efficiently to meet SLA commitments and changing business demands. Act as the primary escalation point for complex issues and service-related concerns. Client Relationship Management Build and maintain strong ...

GovernanceDeliver all work in line with defined operational standards, customer requirements, and industry best practiceEnsure all incidents, changes, and service requests are managed within SLA, priority, and escalation frameworksExecute changes in line with formal change management processes, ensuring validation, testing, and controlMaintain fully auditable, structured technical documentationMaintain high-quality ticket ...

providing thought leadership and strategic guidance. Contributing to service design improvements, change proposals and roadmap development. Resolving complex and sensitive technical tickets while ensuring SLA and KPI compliance. This role is ideal for someone who understands the broader Modern Workplace ecosystem, including areas such as Endpoint Analytics, Defender vulnerabilities, Intune ...

technical problems and working in a collaborative, onsite team environment. What you’ll do Offering solutions and workarounds to incidents/problems. Working to SLA’s and deadlines. Reviewing services and application delivery. Prioritising and managing several tasks at a single time. Establishing a good working relationship with wider teams ...

work at home 100% of the time.## **Your role*** Proficient in IT Service Management principles handling incidents and service requests to meet client SLA’s/OLA’s.* You will be responsible for ensuring the integrity of client IT infrastructures and follow core IT Service Management Principles. This includes ...

resolution of incidents, root cause analysis and completion of change requests. The roles will focus on incidents, increasing the first time fix rates, ensuring SLA’s are met, and wider call management. What you’ll do Technical 80% Call and incident Management Respond to service calls and resolve incidents … ensure SLA targets are achieved Increase the First Time Fix rate Adhere to escalation procedures Assist with technical escalations for other team members Monitor call queue and follow up with specialist support teams for resolution Adhere to customer’s and Computacenter’s Security Policies Administration 20% Participate in team ...

will always represent Swisslog in a professional manner. Ensure that all work is carried out to a satisfactory level as per the Service Level Agreement for the customer. Conduct performance management reviews. Coach and mentor your team and be a positive role model. Able to understand teams’ strengths and weaknesses. ...

Collaborate with IT to scope and build daily operational reporting tools and distribute daily performance reports across internal and external teams. Build and maintain SLA and KPI reports for both clients and internal teams. Develop peak planning documents for multiple fulfilment sites. Interpret customer forecasts to align resource planning. Identify ...

positive and can-do attitudeIdentify solutions and preventative measures to improve the customer’s experienceEnsure all cases are progressed in line with Klipboard Rental SLA’s.Team Working: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities.Be curious to change, evolve and develop in ways ...

accountability, collaboration and continuous improvement. Own the strategic relationship with KNAPP, holding partners accountable for service delivery, maintenance performance, system optimisation and agreed SLA and KPI outcomes. Act as the senior lead for incident control and operational escalation, ensuring issues are managed quickly and effectively, with clear communication and minimal ...

Salesforce Administrator you will be responsible for providing operational and technical support to AspireCRM’s customer base and their respective Salesforce implementations, within defined SLA periods. You will take complete ownership of all investigating, analysing, planning and implementation of support requests including bug fixes, queries and small scale development requests. ...

Cloud Engineering team Support virtualisation platforms, storage, backup and recovery operations Investigate and resolve infrastructure incidents and service requests, keeping tickets accurate and within SLA Carry out scheduled patching, upgrades and approved changes, following change control and technical standards Monitor infrastructure performance, utilisation and capacity, respond to alerts and escalate ...

collaborative, team-first mindset aligned with our values of being Humble, Hungry, and Smart Desirable Skills Experience working to formal incident management and SLA frameworks, and improving them Experience with observability and monitoring tooling (CloudWatch, Grafana, Datadog, or similar) Experience picking up an unfamiliar codebase and making it dependable Experience ...

critical services and deliver projects. The role requires DV clearance (or DV eligibility), strong troubleshooting, and the ability to manage multiple tasks to meet SLA deadlines. #J-18808-Ljbffr ...

will liaise with internal teams, customer representatives and third parties to ensure on-time, on-budget delivery, producing MI and dashboards, and managing SLA and contractual deliverables while following ITIL processes. This permanent, office-based role requires security clearance or eligibility. #J-18808-Ljbffr ...

equipped. Communicate schedule updates promptly to relevant parties. Support achievement of first-time fix performance. Respond promptly to urgent breakdowns in line with SLA requirements. Reprioritise schedules when necessary and manage customer expectations during delays. Issue certifications promptly and close jobs within the system. Track reactive versus planned workload balance ...

cause resolution, reducing repeat incidents.Review and assure quality of tickets, configurations, and documentation.Maintain clear communication with stakeholders during escalations and priority incidents.Support adherence to SLA, incident, and change management processes.What will you bring Acts as the senior technical authority within the reactive support function, leading resolution of complex and high ...

seasonal volumes. Driving operational excellence and continuous improvements to support the evolving business. Sourcing and managing consumable providers, continuous negotiation on costs. Setting SLA’s and tracking KPIs. Working with the Merchandise Planning team on forecasted volumes and shipping priorities. What will I need to thrive in this role? Demonstrated ...

playbooks that let our network scale without adding headcount. You'll own the daily heartbeat of the platform: making sure tickets are resolved within SLA, reconciling data across systems, hunting down the orders that fall through the cracks, holding warehouses and carriers to their SLAs, and turning recurring operational pain ...

services are proactive, value-led and aligned to customer business outcomes.Success is measured by customer trust, service quality, retention and perceived value, not just SLA attainment. You will have a single point of accountability, owning outcomes, driving improvements and ensuring customer confidence in both service and organisation. Job Role Responsibilities. … service delivery across key managed service clients.Build strong customer relationships and act as their advocate.Drive service performance, SLA delivery, and continual improvement.Lead service reviews (MSRs/QBRs) with insight-led recommendations.Manage risk, escalations, and customer sentiment proactively.Work cross-functionally to ensure accountability and delivery.Ability to take full ownership of service ...

network. You will own a meaningful slice of operations end-to-end, building tools and automations that scale without increasing headcount. You will drive SLA adherence, data reconciliation, and root-cause fixes across the platform. The role suits an autonomous, numerate builder who thrives in ambiguity, communicates clearly ...

digital knowledge base. Plan and chair service reviews for DHU service providers and suppliers. Maintain action logs, decisions, owners and due dates, challenging SLA, KPI, responsiveness, ticket quality and recurring failure. Govern service provider Service Desk and Major Incident performance while recognizing DHU's accountability for patient impact, continuity … management, supplier management or IT operations. Significant experience in service delivery, IT service management or managed-service governance Experience chairing supplier reviews and challenging SLA, KPI, RCA and improvement performance Strong practical knowledge of ITIL-aligned service-management processes and controls Able to travel to DHU sites and supplier meetings ...

service delivery. Overall delivery of the Evergreen Service to customer On site customer visits - as required Production of MI and dashboard reports SLA and contractual delivery Understands and engages customer ITIL process Ensures all users are identified, approved, and scheduled for release and communicate outcomes to all stakeholders Provide weekly … process and Verdant tooling Proactively manage exceptions and challenges relating to Feature Release deployments Production of Management Information where required (KPI's/SLA's) Collaboration with all Evergreen team members New Customer/Rotation - 10% Manages on-boarding process and identifies any gaps New customer adoption/acceptance into ...

support operations across our customer sites, ensuring incident management and other ITIL based processes are followed while helping to ensure our SLA & SMA obligations are always met and delivered to the highest standards. As a support engineer, you will be an integral part of our customers daily operations where … running of IT and manufacturing systems for your site What success in this role looks like: Resolving of assigned incidents within SLA timeframes, ensuring seamless IT operations for our customers Building strong relationships with on-site teams, resulting in high levels of customer satisfaction and positive feedback Identifying and implementing ...

Req ID: 62430Job Function: EngineeringPosting Start Date: 16/09/2026Posting End Date: 28/09/2026Division: UK BusinessJob Location: GBR BT Customer Site, GBR Derby - Rolls RoyceAdvertised Salary: Competitive Salary + Great ...