51 to 75 of 395 SLA Jobs in England

major and high-impact incidents. Provide technical direction to other 3rd Line engineers and help prioritise work based on customer impact, urgency and SLA risk. Review escalations from 1st and 2nd Line and make sure the right troubleshooting has been completed. Work with suppliers and internal specialists when an issue ...

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 ...

delivery teams in London, Singapore, and Australia Define the automation strategy and prioritise cross‐tower automation initiatives for maximum cost and quality impact Establish SLA/KPI frameworks, performance dashboards, and outcome‐based metrics for all towers Lead the offshore migration strategy: define which roles move offshore, governance model ...

Experience supporting laptops, desktops, mobile devices and peripherals Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN) Experience working with ITSM tools and SLA-driven environments Excellent troubleshooting, communication and customer service skills What you need to do now If you're interested in this role, click 'apply ...

India, and South Africa locations. What you'll doManage customer's security patching and Software Deployment requirement according to the agreed contract and SLA 1st point of contact for escalation of Patch related incident and problems Incidents and Problems are owned and managed through to resolution Undertake root cause analysis ...

part of a successful business, who offer excellent support and training. Responsibilities: Provide technical leadership, senior escalation support and mentor team members Meet SLA targets, identify any patterns, issues and support the team to maintain service levels Conduct regular client visits and build strong client relationships Lead the technical delivery ...

timely, professional manner Ensure that IT issues & faults reported to their IT team are resolved in the shortest possible time, meeting their department's SLA targets, and minimizing disruption to systems and users critical to business operations Identity & Account Management Create, modify, and disable user accounts in a hybrid ...

friendly face of IT while users are experiencing problems Taking requests from users via email, ticketing system and telephone Adhere to challenging SLA requirements, logging full details of time and work undertaken Completing initial troubleshooting in a timely manner Monitor the support ticket system for incidents requiring escalation or urgent ...

tasks for patch management teams across EUC, Data Center, Networks, and Application Infra; define acceptance criteria for closure. • Define, publish, and enforce the VM SLA policy; escalate breaches to asset owners and management. • Lead the vulnerability exception and risk acceptance process: assess compensating controls, document residual risk, and obtain formal ...

line support in resolving the 60000 incidents logged annually, working to established and set processes and procedures to resolve incidents satisfactorily and within SLA timescales for users Responsible for 1st line support and resolution of incidents in relation to desktop devices, applications and enabling user access to systems, in accordance ...

resolving IT hardware and software incidents remotely and in person. Managing service requests, including employee onboarding and offboarding. Monitoring and managing support tickets, ensuring SLA targets are achieved. Maintaining accurate ticket updates and documentation. Supporting endpoint security by updating operating systems and third-party software. Assisting with the imaging, deployment ...

Interfaces: IT Service Desk (1st Line) Infrastructure & 3rd Line Engineers Business system owners External suppliers and partners IT Operations Manager Measures of Success SLA adherence and ticket resolution times First-time fix rate/reducti ...

documentation. Excellent organisational skills with the ability to manage multiple tasks and priorities. A customer-focused approach with excellent communication skills. Experience working within SLA-driven environments and following standardised processes. Benefits 31 days annual leave. Gym membership. Regular social events. Cinema tickets. Ongoing training and professional development. Cycle ...

Receivable Manage the team responsible for the end-to-end AP process and AR processes. Maintain robust controls and monitor the performance of key SLA's and KPI's. Payroll Manage the Global Payroll team and oversee the accurate and timely processing of all payroll activities. Build and maintain ...

Microsoft 365 (support, admin and migration), AWS, Virtualisation Hyper V/VMware Complete customer change requests in line with agreed change management process and SLA’s Progress and action all assigned tickets and ensure actions are fully documented in PSA tool Escalate tickets where necessary to 2nd/3rd Line ...

offshore delivery teams in London, Singapore, and AustraliaDefine the automation strategy and prioritise cross-tower automation initiatives for maximum cost and quality impactEstablish SLA/KPI frameworks, performance dashboards, and outcome-based metrics for all towersLead the offshore migration strategy: define which roles move offshore, governance model, and knowledge transfer ...

Support and lead members of the on-site team, including 1:1s, probation reviews and development conversations. Contribute to service reviews using KPI and SLA performance data. Support continuous improvement projects across the service desk and ITSM environment. You'll work closely with service management, technical teams, suppliers and customer ...

selling processes.Leverage integrated Microsoft tools including Power Platform and Copilot capabilities.Dynamics 365 Customer Service:Design customer support and case management solutions.Improve service delivery processes, SLA management, knowledge bases, and customer self-service experience.Support customer experience and service transformation initiatives.Dynamics 365 Customer Insights:Design customer segmentation and audience strategies.Develop customer journey ...

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 ...

Senior IT Engineer role. Key Responsibilities Deliver responsive 1st and 2nd line support to end-users, resolving service requests and technical incidents within SLA targets. Deploy, configure, and manage Windows endpoints using Autopilot, Microsoft Intune, and modern management tooling. Administer Windows Server, Active Directory, DNS, DHCP, and Group Policy under ...

life support outcomes. Service Review & Continual Improvement Establish and operate a sustainable service review framework for transitioned services. Lead insight-driven service reviews covering SLA/XLA performance, incident/problem/change trends, stability and risk. Maintain and prioritise an improvement backlog with clear ownership and delivery. Capture lessons ...

your customer accounts. Leading, coaching and scheduling a team of service desk analysts, and providing hands-on support during escalations and major incidents. Owning SLA and KPI performance, identifying and addressing the root causes behind service trends. Running customer service reviews and translating feedback into tangible process improvements. Working closely ...

Competencies Customer Focus Leadership & Accountability Relationship Management Problem Solving Service Excellence Continuous Improvement Commercial Awareness Collaboration & Influencing What Success Looks Like Consistent achievement of SLA and KPI targets. High levels of customer satisfaction and stakeholder engagement. Reduced service disruptions through effective incident and problem management. Strong supplier performance and governance. ...

manual steps Data Insights: Leverage ServiceNow and PowerBI to enable data-driven insights that facilitate targeted interventions and demonstrate continuous service improvement. Capture both SLA-style metrics and experience-level metrics that reflect what matters to employees. User Sentiment & Feedback: Develop a structured, scalable user sentiment mechanism that captures ...

technologies and telecoms cabling infrastructure. Key Responsibilities Leading, managing, and developing a team within a Data Centre environment Ensuring service delivery meets contractual and SLA requirements Managing projects through the full life cycle Applying ITIL processes for service measurement and change management Producing financial and operational reports, including trend analysis ...