51 to 75 of 206 SLA Jobs in England

leadership, operational performance, and continuous improvement. Key Responsibilities Lead, coach, and develop a team of NOC engineers Oversee daily operations (tickets, incidents, escalations) Drive SLA performance and structured processes Improve customer experience and communication Ensure smooth handovers and operational continuity Produce operational and service reports Embed best practices and support ...

shifts NA The Role This role leads multiple BAU operational teams across application, infrastructure, cloud, integration, data, and platform services, ensuring services meet agreed SLA/SLOs, operational standards, and regulatory expectations. The role acts as the single point of accountability for operations , while working closely with Delivery, Product, Architecture ...

Doing Leading requirements workshops and discovery sessions with stakeholders Designing and building HALO services from scratch, including: Ticket types Complex workflows SLA structures Custom fields and portal forms Creating advanced approval workflows with conditional logic and multi-stage routing Configuring and optimising end-to-end service workflows across multiple departments ...

measurable outcomes (e.g., loss ratio improvement, leakage reduction, campaign ROI uplift, cycle-time reduction). Maintain product-level scorecards and dashboards tracking usage, quality, SLA performance, and business impact. Manage data product integration into Value streams (martech/Claims, etc.). Data Frameworks & Compliance Integrate governance standards for data quality ...

e.g., loss ratio improvement, leakage reduction, NB premium, campaign ROI uplift, cycle-time reduction). Maintain product-level scorecards and dashboards tracking usage, quality, SLA performance, and business impact. Manage seamless AI product integration into Value streams (martech/Claims, etc) and Change initiatives (Modernisation, Underwriting Transformation, etc.). Governance ...

Workforce Management and escalate when needed. Maintain Service Desk Engineer schedules to ensure operational coverage. Own scheduling rules, controls and system configuration to protect SLA Performance Maintain and own operational reporting to support decision making and service improvements Support the upkeep of our telephony platform, ensuring skills, profiles and channels ...

phone, email, and digital channels Managing customer queries with professionalism, empathy, and urgency Scheduling and coordinating field engineers, ensuring optimal route planning and SLA adherence Allocating and prioritising work orders based on skills, availability, and location Communicating updates to customers and internal stakeholders to keep everything running smoothly Escalating complex ...

architects What We’re Looking For Extensive experience in D365 Customer Service and Microsoft cloud services Strong background in integration design, case management, SLA handling, and contact routing Proficiency with Dynamics/Power Automate connectors and configuration best practices Understanding of FS business processes, particularly in Capital Markets and back ...

performance and data-related issues. Collaborate with SAP and IT teams to ensure smooth operations and issue resolution. Deliver infrastructure services in line with SLA and compliance targets. Ensure adherence to ITIL processes and security standards. Produce and maintain technical documentation and non-technical summaries. Experience Requirements Minimum 3 years ...

Security ticket queue, taking ownership of tickets that are assigned to the Security team and managing through to resolution in line with ITIL, meeting SLA's and working with the IT team(s) as necessary. Company benefits: 30 Days annual leave plus 1 day, 2 weeks either side of your ...

metrics (e.g., burndown charts, defect rates) to inform decisions Commercial & Financial Awareness Experience managing project budgets, forecasting, and ROI Familiarity with vendor management and SLA oversight Key Attributes Proactive and decisive, with the ability to work under pressure Comfortable making decisions with limited information Strong problem-solving mindset Results-driven ...

consistent models for: Incident vs Request Priority frameworks Lifecycle management (including “Completed” vs “Closed”) Establish robust, executive-level reporting, including: Backlog and demand visibility SLA performance Trend and ageing analysis Improve demand capture and user processes, ensuring all work is recorded and measurable Design and deliver a structured service improvement ...

engineering or product position. What You'll Own Service Ownership & Performance: Own service performance end-to-end, ensuring availability, reliability, and KPI/SLA achievement across the platform domain.Governance & Service Lifecycle: Define and maintain governance frameworks across incidents, problems, changes, and releases. Drive service maturity and consistency globally.Platform Change Oversight ...

kept fully informed throughout the incident lifecycle, including progress updates and planned changes or outages. Escalate requests that fall outside of scope or SLA commitments. Contribute to our technical knowledge base, particularly in infrastructure, networking, and solution best-practice. SKILLS AND EXPERIENCE REQUIRED Strong analytical mindset with a natural ability ...

tickets are effectively assigned, progressed, and resolved* Act as the first point of technical escalation for complex issues* Monitor team workloads, ticket quality, and SLA performance, intervening where needed* Support, coach, and develop engineers through regular feedback, reviews, and training plans* Identify service trends, recurring issues, and areas for improvement ...

team member feels valued. Role & Responsibilities The role is primarily, but not limited to, the following activities: Providing exceptional customer service Working to client SLA's and team KPI's with support of Service Manager and Contracts Managers Working closely with the Service Manager to mentor and coach other team ...

customers, either by phone, email, live chat or portal Ensuring all incidents and service requests are logged into ITSM package Ensuring all SLA obligations are met in the delivery of the above services Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated ...

complex infrastructure environments Experience with virtualised environments, enterprise storage, file/print services, and hardware evaluation Strong understanding of service management and working within SLA-driven environments Experience working within governed frameworks and structured delivery methodologies Project leadership experience within structured methodologies such as PRINCE2 or Project Management Institute ...

third-line support for digital workplace technologies Investigate recurring incidents, identify root causes, and implement long-term fixes Ensure high service availability, reliability, and SLA performance Support and deliver workplace technology projects and M365 adoption initiatives Manage operating system upgrades with minimal user disruption Implement and support ...

reviews, root cause analysis (RCA), and problem management activities. Ensure compliance with security, governance, and operational standards. Collaborate with Service Delivery Managers to meet SLA/SLO targets and maintain high customer satisfaction. Skills and experience Strong hands-on experience with Palo Alto firewalls (VM-Series). Proficiency with firewall ...

agreed timeframes Support project delivery by working closely with internal and external Project Managers Complete NSR (New Starter Requests) and other service tasks to SLA targets Provide exceptional customer support, ensuring a seamless end-user experience Contribute to continuous improvement through knowledge sharing and technical input What you'll bring ...

teams for end-to-end operational reliability. Drive automation, documentation, and tooling maturity across both functions. Set and monitor KPIs for operational health, SLA adherence, and change performance. Lead team hiring, mentoring, and scaling across international time zones. Qualifications: 10+ years in infrastructure, SRE, or operations leadership roles. Demonstrated experience ...

medium IT projects Strong hands-on experience with: Infrastructure administration Hardware deployment Fault diagnosis and resolution Ability to work independently and manage workload within SLA-driven environments Experience working in customer-facing roles Desirable Experience Knowledge of ITIL Service Management processes MCP certification (or equivalent) Understanding of secure data centre ...

helpdesk, call handling, or FM service coordination role is highly desirable. Good IT skills, including Microsoft Office and CAFM systems. Knowledge of SLA/KPI management and compliance procedures is an advantage. Calm under pressure, proactive in solving problems, and able to work independently. An understanding of engineering or building ...

including monitoring, support, and maintenance of Progress OpenEdge databases. Manage day-to-day IT Service Desk operations — ensuring prompt issue resolution, high customer satisfaction, SLA/KPI adherence, and performance tracking. Lead infrastructure projects (upgrades, deployments, growth initiatives) — defining scopes, coordinating resources, delivering on time/budget, and minimising disruption. ...