226 to 250 of 279 SLA Jobs in London

actions. Promote a "customer first" culture across the service desk. Performance Management Own the Service Desk KPI dashboard including: Call answer performance Response times SLA compliance Work order completion Customer satisfaction Engineer utilisation Backlog management Aged jobs Escalation trends Process Improvement Develop andmaintainstandard operating procedures. Standardise service desk processes across … managing a busy Service Desk, Helpdesk or Customer Service operation. Experience leading multi-disciplinary teams. Strong knowledge of CAFM systems. Experience managing KPI and SLA performance. Experience within Facilities Management, Building Services or Engineering. Experience delivering operational change. Excellent stakeholder management skills. Strong analytical and reporting capability. Desirable ITIL Foundation ...

actions. Promote a "customer first" culture across the service desk. Performance Management Own the Service Desk KPI dashboard including: Call answer performance Response times SLA compliance Work order completion Customer satisfaction Engineer utilisation Backlog management Aged jobs Escalation trends Process Improvement Develop andmaintainstandard operating procedures. Standardise service desk processes across … managing a busy Service Desk, Helpdesk or Customer Service operation. Experience leading multi-disciplinary teams. Strong knowledge of CAFM systems. Experience managing KPI and SLA performance. Experience within Facilities Management, Building Services or Engineering. Experience delivering operational change. Excellent stakeholder management skills. Strong analytical and reporting capability. Desirable ITIL Foundation ...

Database Administration (DBA) services. The role leads through strong service management, technical aptitude and vendor governance, coordinating multiple third‐party partners to meet agreed SLA/XLA commitments, drive continuous improvement and manage operational risk and managing delivery via 3rd‐party service partners. What will be your key deliverables? Operational … service provider (TechMahindra) Manage multiple third‐party partners delivering Network, Cloud/Server and DBA services. Run effective governance through service reviews, KPI/SLA/XLA performance management, escalation handling, dispute resolution and improvement action tracking. Coordinate cross‐vendor working during incidents and complex changes to secure one‐team ...

performing engineering culture. Serve as the primary escalation point for complex regional network incidents and service delivery issues. Maintain regional network performance against global SLA and KPI frameworks. Represent your region in global network leadership discussions. Network Engineering & Operations Remain hands-on in the deployment, configuration, testing, and commissioning … with the Network Platform team. Own senior technical relationships with carriers, wavelength providers, colocation partners, and equipment vendors. Manage circuit delivery, service activation, and SLA performance across regional connectivity suppliers. Partner with Sourcing and Commercial teams on carrier procurement, capacity planning, and supplier contract management. Lead technical escalations with carriers ...

from change design and estimation through to development, testing and deployment Own defect resolution end-to-end, coordinating triage, prioritisation, routing and resolution within SLA, with root causes fixed so issues do not recur Support ISO 27001 and Cyber Essentials Plus compliance activity with the Head of IT – tracking remediation … business predictably, with timely reporting into local and wider business governance to ensure the picture is always clear Defects are resolved quickly, within SLA and with control to ensure first time resolution and recurring issues are the exception Compliance actions are closed promptly and evidenced ...

resources across development, testing, DBA, Scrum Master, and other technical streams. The role will be responsible for service governance, stakeholder management, KPI/SLA performance, operational excellence, and continuous improvement.Key ResponsibilitiesOwn end-to-end service delivery for the Application Management Services engagement.Lead, manage, and coordinate a cross-functional team … reporting tools.Experience in continuous improvement, automation, Lean, or operational excellence programs.Experience managing enterprise applications and customer-facing managed services.Key Success MeasuresConsistent achievement of contractual SLA and KPI targets.Improved application availability, service stability, and customer satisfaction.Reduction in repeat incidents, backlog, resolution time, and operational risks.Effective delivery of continual service improvement initiatives.Accurate ...

designing and implementing new systems under the direction of the Senior Platform Lead. Key Responsibilities Ensure all incidents and requests are processed within SLA and in line with customer expectations. Ensure problems are identified and managed in line with the ITIL framework. Identify and document technology risks and provide solutions … including WebLogic & Oracle Database and other Java and Linux based applications as necessary Interacting with Vendor support for the resolution of issues within prescribed SLA’s Good working knowledge of Banking and Payment technologies include Faster Payments, BACS & Swift Working within an ITIL environment Working within an ISO27001 Framework Develop ...

consumers and to comply with the FCA and PRA's Conduct Rules. Job DescriptionKey Responsibilities: Ensure all incidents and requests are processed within SLA and in line with customer expectations. Ensure problems are identified and managed in line with the ITIL framework. Identify and document technology risks and provide solutions … technologies including WebLogic & Oracle Database and other Java and Linux based applications as necessaryInteracting with Vendor support for the resolution of issues within prescribed SLA'sGood working knowledge of Banking and Payment technologies include Faster Payments, BACS & SwiftWorking within an ITIL environmentWorking within an ISO27001 FrameworkDevelop and optimise service availability ...

commissioning and handover. Critical Data Center Operations – EMEA Sites Own 24x7 critical operations across current EMEA sites, with accountability for uptime, availability, safety, and SLA performance, including critical environment management (electrical, mechanical, cooling, controls) and lifecycle management of critical assets. Implement and govern operational standards, SOPs/MOPs/EOPs … maintenance and change management frameworks, and KPIs (uptime, SLA, MTTR, energy, safety, staffing, customer experience) across all EMEA sites. Lead incident management, escalation, and RCA with timely, transparent customer communication; ensure business continuity and disaster recovery processes are maintained and tested; partner with the GNOC for 24x7 monitoring and service ...

correctly resourced to protect core operations. KPIsKPIs are aligned to Treasury operational resilience, service reliability, change confidence, and audit readinessTreasury system availability 99.5%SLA adherence 95% across Treasury‐critical servicesZero missed Treasury critical events or processing windowsStakeholder satisfaction 90%Zero high‐severity audit findings attributable to service governanceSystems & ToolsServiceNow … equivalent ITSM tool (essential – oversight) Familiarity with Jira or delivery tools (desirable) Ability to interpret service metrics and reportingControls & Evidence OutputsKPI/SLA reporting pack, trend dashboards, and evidence of continual service improvement actions. Major incident packs (timeline, communications, RCA, PIR actions) retained and auditable. Release governance evidence (readiness minutes ...

that reduce manual troubleshooting, improve consistency, and accelerate issue resolution. Own complex customer, partner, sales, and support escalations by balancing urgency, quality, business impact, SLA expectations, and technical evidence while keeping stakeholders informed through clear and timely communication. Drive root cause analysis and service improvement in partnership with Product … Measure and improve support effectiveness through indicators such as reduced manual effort, faster triage, improved MTTR, fewer repeat contacts, fewer unnecessary escalations, more solid SLA stability, and improved customer support quality. Act as the voice of the customer and support organization by providing actionable feedback to Product, Engineering, Account Management ...

access and application data tasks under supervision, learning the full trade lifecycle from order entry through to clearing and settlement in a fast-paced, SLA-driven environment. This is first and foremost a client-service role, a genuine desire to help clients matters more than any particular background, and technical … with any client visits, feedback, and follow-ups, ensuring accurate records are maintained. Functional and Technical Support Provide first-line support, resolving issues within SLA and escalating to second- or third-line teams where required, ensuring full audit trails are maintained in the service desk tool. Log and track ...

problems by participation in the client Service Management processes. Ensuring any issues are resolved in a timely and accurate fashion in alignment with agreed SLA’s. Key Responsibilities Plan and execute in depth technical activity. Influencing the direction of activities/plans and providing technical insight and guidance to others. … monitoring and management tools. Ability to communicate effectively and build relationships to understand client requirements. Ability to deliver against deadlines and agreed SLA targets. Ability to take ownership of an issue or task and see it through to completion. Set yourself apart ITIL qualification desirable. Full clean driving license ...

wireless, AV), ensuring high availability and business continuity.- Govern technical escalations to internal business-line teams as if managing external service providers, driving SLA accountability, technical boundaries, and strict resolution quality.- Drive regional observability and service performance by curating real-time dashboards, refining alerts, and leveraging KPIs to optimize capacity … automation frameworks to eliminate manual tasks, accelerate service delivery, and enhance regional operational scale.- Oversee ITSM ticket lifecycles and disciplined escalation management, ensuring strict SLA adherence, effective prioritization, and timely stakeholder updates.- Provide day-to-day team leadership and quality oversight while acting as a hands-on SME and working ...

logs, test results, and access reviews.Stakeholder and Vendor ManagementServe as the primary functional point of contact for HR operations and business users.Provide status reporting, SLA dashboards, and improvement plans.Mentor junior analysts; conduct knowledge transfer and training sessions.Must-Have SkillsDeep hands-on expertise in SAP SuccessFactors Employee Central: Foundation Objects … with at least 3+ years in EC-focused BAU/AMSExperience operating in multi-country, multi-legal-entity environmentsTrack record of owning SLA-driven support with measurable improvementsParticipation in at least 2 full lifecycle implementations or major rollouts is a plusEducationBachelors degree in Information Systems, Computer Science, HR, or related ...

capacity forecasting for the team, working with the Senior Manager to anticipate demand, flag resourcing gaps, and plan for growth or contraction. Monitor SLA adherence and response quality across the team, flagging gaps early and working with analysts to course correct. Serve as the operational escalation point during active crisis … process improvements, and feeding findings to the Senior Manager for cross-functional synthesis. Track and report on team performance metrics including event volume, SLA adherence, and analyst workload, providing clear operational narratives for the Senior Manager and leadership. Identify opportunities to improve internal workflows, tooling, or documentation and elevate recommendations ...

Do you want your voice heard and your actions to count? Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world's leading financial groups. Across the globe, we're 150,000 ...

infrastructure environments Strong working knowledge of ITIL service management principles Experience designing and implementing services within ServiceNow Demonstrated experience developing: Service Design Packages SLA/OLA/KPI frameworks Multi-supplier service models Experience operating in project-to-BAU transition environments Experience designing end-to-end, user-centred service experiences … Model (Interim Mode) Full Service Design Package (Transition Final Mode) ServiceNow-aligned process design Final Service Model including supplier operating model and governance framework SLA/OLA/KPI/Experience reporting framework Service transition and take-on approach Service rehearsal and supporting artefacts Training materials, Knowledge Base Articles ...

alert analysis and resolving issues. Key Objectives & Responsibilities: Daily management of support tickets Daily Checks Compiling reports/ad-hoc reports Resolving tickets to SLA On-site equipment sign-off Ability to coordinate across teams, working closely with peers to deliver on SLA’s Advanced skills in troubleshooting and analysis ...

ensure operational readiness of critical data center infrastructure. This role is accountable for maintaining high availability across electrical, mechanical, and life-safety systems; ensuring SLA performance; and driving rapid, disciplined resolution of infrastructure faults and incidents. Job Description The Senior Manager, Data Center Facility Engineering leads the engineering, maintenance, assists … ensure operational readiness of critical data center infrastructure. This role is accountable for maintaining high availability across electrical, mechanical, and life-safety systems; ensuring SLA performance; and driving rapid, disciplined resolution of infrastructure faults and incidents. The Senior Manager provides strategic engineering leadership for maintenance, repairs, diagnostics, system enhancements ...

business opportunities with an emphasis on operational feasibility and overall profitability. Support the due diligence process, provide input and guidance regarding contract terms including SLA’s and KPI’s Work in conjunction with Divisional Presidents, Executive Account Directors, and Account Directors to monitor client account requirements and manage the deployment … line with the needs and expectations of business. Service delivery and operational excellence Provide platform assurance across the EMEA IFM portfolio — monitor account health, SLA and KPI performance, critical-environment risk, and client satisfaction, and intervene where accounts are off-track. Lead the regional operational review cadence with account leaders ...

driving force behind consistent delivery, keeping builds on track, the team supported, and standards high across every site. Duties & Responsibilities Global build delivery & SLA ownership Coordinate day-to-day Lifecycle build activity across Orpington, New Jersey, Amsterdam, and Singapore, keeping work on track against SLA. Support the streamlining of build … flagging capacity or skills gaps to line manager. Ensure Lifecycle dashboards and reports are kept live, accurate, and visible for all customers. Provide regular SLA and performance updates to your line manager Reverse logistics & warehouse operations Ensure the team completes reverse logistics triage requests within 10 working days of arrival ...

resolution. The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions. The Cross Technology Service Delivery Field Support Engineer is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily ...

high performanceOur client is seeking a Service Desk Manager to ensure the smooth running of their MSP service desk, with a focus on SLA performance, customer feedback and team morale. You'll manage multi-site service desk leaders, own SLA delivery, champion customer experience and drive continuous process and people … improvements. You must have experience of working within a Managed Service Provider (MSP)Key responsibilitiesOwn and drive SLA performance and service delivery across the service desk, supported by the Operations Manager. Ensure effective ticket lifecycle management (logging → escalation → resolution) and escalate appropriately. Review ticket audits, deliver coaching/training ...

writing skills. Experience of enterprise monitoring systems Strong experience in working with ticket systems such as Service Now and an understanding of priorities and SLA’s. Operational Provide project support for the Production Linux environments with Symantec Clustering Technology. Responsibilities include Linux backup/restores, daily checks, maintenance tasks … Ensure that the BAU service is prioritised and all incidents, problems and service requests are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place. Investigate defects or problems; work with internal CLS teams and external vendors to Identify solutions and support any fixes ...