13 of 13 SLA Jobs in the East Midlands

cloud infrastructure. Key Responsibilities Deliver professional, timely 2nd line support via phone, remote tools, and on-site visits, ensuring issues are resolved within SLA targets. Troubleshoot and resolve complex hardware, software, cloud, and networking issues, escalating where appropriate. Collaborate with 1st and 3rd line teams, vendors, and third parties ...

processes. Enhancing onboarding and offboarding processes, including user accounts, access, and device setup. Monitoring support performance through reporting on ticket trends, resolution times, and SLA adherence. Providing accurate reporting on support performance, risks, and opportunities for improvement. Working closely with IT leadership to align support services with wider business objectives. ...

migrations, software implementations, and asset register management. Documentation & Reporting · Maintain accurate and up-to-date documentation of incidents, resolutions, and system configurations. Contribute to SLA adherence, reporting, and continuous service improvement initiatives. User Support & Training · Provide end-user support and guidance, ensuring effective use of IT systems and promoting best ...

service teams Turn Voice of the Customer insights into tangible improvements Lead end-to-end service management (Incident, Problem, Change & Major Incident) Ensure SLA compliance, performance transparency, and robust reporting Oversee service continuity, resilience, and risk management Embed consistent, scalable, and repeatable service processes Lead, coach, and develop multidisciplinary teams ...

services are delivered across the organisation. The successful candidate will manage our outsourced service desk as a strategic supplier, ensuring high-quality, SLA-driven service delivery and outstanding customer experience. In addition, the role will own Major Incident Management, act as ServiceNow Product Owner for Europe, and provide governance ...

discipline helpdesk team. THE ROLE: The tasks for this IT Helpdesk Manager involve: Oversee IT and VOIP support, ensuring all tickets are resolved within SLA timeframes. Manage customer escalations, addressing high-priority issues swiftly. Develop and motivate a multi-discipline helpdesk team. Regularly report on helpdesk performance and implement improvement ...

mitigation. 3rd party/vendor liaison with respect to technical build, support and maintenance. Meet levels of service in line with published/agreed SLA's. Adherence to all Pilgrim's processes including: - Raising, reviewing and approval of Change Controls. Identify, investigate, update and resolve problem records. Ensuring the configuration ...

ensuring alignment without dependency on external timelines Drive documentation and knowledge sharing to remove single points of failure Own the service desk function, including SLA definition, demand reduction, and onboarding/offboarding processes First 90 Days Complete a full audit of infrastructure, systems, and contracts Establish structured team management (objectives ...

customer expectations. You will ideally have: To ensure all work carried out is to the highest quality to ensure customer confidentiality, customer deadlines, SLA and KPI’s are met. To provide timely, accurate and relevant management information covering financial and operational key performance indicators for use with both client reporting ...

incidents in progress and aligning technical resource when required, ensuring daily incident update targets are met Oversee and manage incident resolutions within SLA across your team Monitor, track and drive incident investigation, diagnosis and resolution in order to exceed/meet Service Level Agreements Lead and work across departments … urgent issues Standardise work practices and processes, developing CSI and quality culture Promote service excellence and work on an ITIL structure throughout Supports regular SLA/KPI performance data gathering and the determination of remedial/corrective action Maintain an intimate awareness and understanding of incidents allowing effective communication with ...

applications and stakeholders, ensuring that acceptable solutions are found in a timely manner. Manages Aldi’s partners within contract guidelines, ensuring performance and SLA's are monitored and recorded to aid in continuous improvement. Ensure change control procedures are adhered too for site applications. Testing & Deployment support for site applications … prioritise tickets based on business need/impact Working as part of an IT support function Incident coordination End User device support Strong Communicator SLA knowledge Supply Chain/Warehouse Automation experience working with automation vendors (Desirable) Working as part of an IT support function within an automated warehouse (Desirable ...

momentum throughout Producing and maintaining technical documentation throughout planning and support handover Liaising with the service desk to manage maintenance tickets and ensure SLA compliance Attending client meetings including monthly and quarterly business reviews, presenting service performance data Preparing reports and performance updates for internal and external stakeholders, working alongside … findings and recommendations to clients Decisive and assured- able to make clear, confident decisions under pressure Familiar with technical documentation and service desk or SLA-driven environments Experience with EPOS, digital signage, AV, network infrastructure, or similar retail technology is a strong advantage Comfortable with occasional UK and European travel ...

We're recruiting for a Database Administrator (DBA) to join our well established and respected client based in Leicester on a full time, permanent basis. Location: Hybrid working options (3 days in the Leicester office ...