26 to 50 of 276 SLA Jobs in London

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 ...

follow. Facilitation: You facilitate post‐incident reviews and continuous improvement workshops that turn lessons into measurable actions. Success Metrics (what good looks like) 85% SLA attainment on first response and resolution for priority tickets. Reduced mean time to resolve (MTTR) and fewer repeat incidents quarter over quarter. High client CSAT ...

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; elevate breaches to asset owners and management. Lead the vulnerability exception and risk acceptance process: assess compensating controls, document residual risk, and obtain formal ...

regulatory obligations. Log, classify, and prioritise incidents in ServiceNow based on Treasury business impact Perform structured triage and initial diagnosis Resolve standard issues within SLA using approved knowledge base and runbooks Escalate complex or cross‐system issues to L3 with full technical and business diagnostic context Support major incident management ...

function - ensure that the 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. Provide on-call escalation support management. Responsible for the day to day vendor management of the offshore Helpdesk managed ...

provides guidance and recommendations to clients, strengthening the relationship as well as exceeding expectations. Establishes and leads operational meetings focused on ITSM governance and SLA adherence. Required Qualifications 8+ years of IT Service Management experience in a client-facing role, with meaningful exposure to mainframe (z/OS) managed service ...

Managed Service work. Working with commercial teams on cost centres, profitability, pricing, and operational financial planning. Key measures Operational Excellence & Service Stability measured by: SLA/SLO attainment, incident reduction, MTTR, problem recurrence rate, quality of monitoring/alerting, operational readiness scores. Practice Growth & Commercial Performance measured by: revenue growth ...

Service Provider (MSP) Service Desk. You’ll manage a team of 6–8 Service Desk Engineers , ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement. Key Responsibilities Lead, coach and develop a team of Service Desk Engineers Manage day-to-day Service Desk ...

PRINCE2 or PMI . Experience operating within highly regulated, secure environments with robust governance controls. Strong understanding of service management and working to challenging SLA targets Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built ...

support or application support role. Experience supporting integrations between enterprise business applications. Practical experience with ticketing systems and support workflows, including impact-based prioritisation, SLA management, and accurate technical documentation. Strong troubleshooting and analytical skills, with the ability to investigate complex symptoms, interpret logs, and identify root cause. Working knowledge ...

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 ...

infrastructure across EMEA offices and showrooms, covering corporate hardware lifecycles (Windows/MacOS), M365 systems, conferencing technology, and automated onboarding/offboarding workflows. Vendor SLA Management: Manage local and regional hardware vendors, telecom partners, field support agencies, and POS providers, holding them accountable to strict ticket resolution timelines via ServiceNow. ...

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 ...

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 ...

partner closely with Service Owners, Service Design, and the ITSM platform team to ensure every catalogued service maps cleanly to a request, fulfillment, and SLA model that colleagues can actually use. You will be the primary driver of Tech@BCG's self‐service strategy: translating a portfolio of complex technical ...

Enhance internal reporting, analytics, and productivity processes using tools like Power BI and Tableau. Experience & SkillsEssential: Proven experience leading technical support teams and meeting SLA targets. Strong background in IT infrastructure: networks, security, databases, web servers, Windows OS.Demonstrated success in performance management and team development. Skilled in managing escalations ...

first-contact resolution, incident management and ticket routing. Oversee first-line support operations, taking direct responsibility for incident resolution, and reporting and monitoring SLA performance. Manage escalation pathways to higher-tier resolver groups within Cloud and Software Engineering teams without creating bottlenecks. Rapidly adapt to and manage the Jira environment ...

Management Domain Expertise:**Hands-on knowledge of enterprise service management across more than just IT — incident, problem, change, and request management, service catalogs, approvals, SLA design, and how service delivery works across functions like HR, Facilities, and Finance. You understand how these systems actually work.* **B2B SaaS Sales Experience ...

Linux workloads, with the ability to govern standards and technical gates. A track record of operating production, multi-tenant SaaS at scale, including SLA/SLO ownership, major-incident command, root-cause analysis, disaster recovery and service improvement. Willingness and ability to participate personally in the out-of-hours ...

driven solutions to reduce manual intervention, accelerate incident resolution, and enhance operational efficiency. Experience managing strategic vendor relationships and third-party service providers, including SLA negotiation, performance governance, and holding vendors accountable to deliver against operational and contractual commitments. Excellent coaching, feedback, and talent development skills, with experience building ...

problem-solving capabilities. Ability to independently manage complex technical assignments. Excellent verbal and written communication skills. Experience supporting mission-critical production environments with stringent SLA requirements. Desired Qualifications Experience with ACF2 Security Administration. Knowledge of GDPS (Geographically Dispersed Parallel Sysplex) environments. Working knowledge of: REXX OMEGAMON RMF SMF SAS Experience ...

strengthen Shared Service's security posture Deputise for the Service Desk Manager during high workload or absence periods Lead cyber service operations focused on SLA attainment, incident response, and resolution quality Oversee daily workflow distribution and prioritise emerging threats and investigative escalations Ensure complex or unresolved cybersecurity issues are escalated ...

. Provide feedback to Engineering teams on how to better enhance our products for Duck Creek customers. Review monthly metrics reports with Customers including SLA targets and actuals, volumetric performance data, major issues and outages. Perform all other duties and activities as required. Act in accordance with ...

support, installation and configuration services Experience of working in a complex IT networked environment Experience of working in a ITIL driven environment Working to SLA targets and meeting tight deadlines under pressure Desirable NHS ICT or Support Experience Small Contact Centre/Help Desk (extended hours) experience Reporting tools, Process ...

Team Leader also deputises for theService DeskManager during high workload or absence periods. Operational Oversight & Incident Coordination Lead cyber service operations with focus on SLA attainment, incident response, and resolution quality Team Leadership & Development LinemanageCyber Analysts, settingobjectivesand supporting individual development plans Model desired behaviours that promote collaboration, precision, and accountability ...