26 to 50 of 208 SLA Jobs in London

Maintaining internal documentation and knowledge bases Analysing trends in support tickets to drive continuous improvement Managing external vendor relationships when needed Key Performance Indicators (KPIs) Ticket closure rate and SLA adherence Volume of completed change requests Team satisfaction and feedback scores YOU? Proven experience managing a helpdesk or IT support function Excellent communication and problem-solving skills Solid understanding of More ❯

blockers and share language specific defect trends to fix problems at the root - Provide detailed data and communication in tickets, documenting your investigation actions and next steps - Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks are implemented to our high bar for quality processes - Generate service metrics using scripts and/or documentation - Apply your More ❯

representing IT to the business and advocating for business/end-user needs within IT Service Delivery. Manage business expectations and report on service performance, ensuring alignment with agreed SLA's, OLA's, and XLA's. Lead initiatives supporting the IT Service Delivery roadmap and global standardisation goals. Collaborate with IT teams, business stakeholders, and end-users to identify areas More ❯

customer ticket, identifying the underlying cause and managing the implementation of a permanent solution or escalating to a Senior Engineer as necessary. Managing and working to internal and customer SLA's, escalating any concerns. Action Hardware and software installations. Create and maintain customer specific infrastructure documentation within the IT Glue Knowledge System. Work closely with the Senior Engineer, sharing information More ❯

gaps and discrepancies in information gathered during the Due Diligence process Assist in the analysis of current processes and recommends solutions and improved processes. Assist in the documentation of SLA, operating models and transition plans. Drafts/review/negotiate detailed requirements and documentation such as scope of services Lead the assigned junior team members, Business analysts, (BA) to record More ❯

to provide a first-class level of support to education users. Working to ITIL best practices you will strive to work collaboratively with the service desk to meet contractual SLA targets, escalating where appropriate but always ensuring that the customer is kept up to date. The role will suit someone who enjoys solving IT problems through excellent troubleshooting and supporting More ❯

summary reports Support Internal Communication on Investor Relations SharePoint site Support the preparation of reporting for Client Service Forums, Investment Committee and other forums Support the preparation of client SLA and KPI monitoring and reporting Coordinate and schedule meetings, creating agendas, taking minutes and following up on actions People Collaborate with the Investor Relations Manager, the wider AIML team, stakeholders More ❯

Manage and escalate problems as appropriate. Ensure that the BAU Service is prioritized, and all faults, incidents and problems are responded to in an efficient manner without negatively impacting SLA's and reporting metrics in place. Investigate defects or problems; work with the internal Development team and external vendors to identify workarounds and support any fixes that are required as More ❯

for consumers and to comply with the FCA and PRA's Conduct Rules. Key Responsibilities: E ngage with the business and team to fix the BAU issues on agreed SLA Use technology appropriately and flexibly, taking into consideration the company's strategy and security requirements. Adhere to the company's standards and best practices, including, but not limited to, documentation More ❯

Trade Floor Support - Contract Inside IR35 Responsibilities: Hand on Support engineer to support business users via phone, Email, SNOW tickets and in person and complete all tickets within SLA, while managing user's expectations. Help onboard New Joiners and carryout ad-hoc desk moves as and when required Provide 1st -3rd Line Support with all Software and Hardware related More ❯

resolve issues and drive continuous improvement. Responsibilities Provide 1st and 2nd line support for Dynamics 365, escalating to 3rd parties where needed Manage support tickets, ensuring timely resolution and SLA compliance Perform data administration, reporting, and system security tasks Support upgrades, testing, and deployment of new features Proven experience in operational support for IT software, including 1st-3rd line support More ❯

resolution across a range of audio-visual systems . Providing remote technical support via email, phone, video conferencing, and remote access tools . Ensuring compliance with service level agreements (SLA) for response times and issue resolution. Staying up to date with AV technologies , including Crestron, Q-SYS, Logitech, Shure, Poly, Microsoft Teams, Zoom, and Dante Controller . Performing preventative maintenance More ❯

suppliers and manage the internal database to track and move parts to engineers. Count and reconcile all cash brought in by the field team. Schedule service calls based on SLA priority and send out daily service reports. Order and maintain supplies in the office. Required Skills & Qualifications: Excellent internal and external communication skills with a passion for customer service. Knowledge More ❯

of IT services across the business Lead, mentor, and develop the IT team to deliver outstanding service Manage key vendor and stakeholder relationships Drive continuous improvement initiatives and ensure SLA compliance Support major IT projects and adoption of new tools and processes Ensure compliance with cybersecurity, privacy, and governance standards What we’re looking for: Proven track record in IT More ❯

place a strong emphasis on Client Excellence providing the highest level of service possible. What you will be doing Build professional relationships with key client staff. Successful service delivery - SLA achievement and high level of customer satisfaction. Monitoring overall performance of Integrity Support, along with the client satisfaction. Good communication around issues and opportunities - get things done, make things happen More ❯

X-Plans/Corrigo Schedules. All critical works will have Change Management approval prior to works. Ensure the team and Specialist Vendors comply with the contractual service level agreements (SLA's). Take a leading role in the operation of the CMMS system, ensuring that MEP PPM, Reactive and Corrective Work Orders are accurately completed. Monitoring progress and managing the More ❯

SDLC pipelines, and deployments/configurations and definition/evangelism of best practices/standards Proven advanced experience with systems integration, IT industry standards, architecture principles design, and service level agreement definition Strong focus on promoting component re-use in architecture designs Experienced in software delivery including CI/CD and related DevSecOps practices, working with cloud-based platforms such More ❯

SOPs, seeking their guidance when necessary. You maintain detailed records of your assigned tasks and utilize standardized reports to prioritize your work, ensuring you meet Quality, Productivity and Service Level Agreement targets. You may identify opportunities for improvement and collaborate with partner teams to explore ways to reduce manual effort, such as automating reports using Excel queries. You share feedback More ❯

SOPs, seeking their guidance when necessary. You maintain detailed records of your assigned tasks and utilize standardized reports to prioritize your work, ensuring you meet Quality, Productivity and Service Level Agreement targets. You may identify opportunities for improvement and collaborate with partner teams to explore ways to reduce manual effort, such as automating reports using Excel queries. You share feedback More ❯

Infrastructure-as-Code, CI/CD QA - Practical TDD, BDD Experiences in payment domains Proven track record in developing and maintaining mission-critical, high-load production systems with 99.999% SLA Proven experience in supporting rapid and agile product deployments across different environments - dev, test, stress-testing, staging/production. Your attributes Loves challenging the status-quo Ability to work autonomously More ❯

or product enablement efforts by surfacing customer insights, blockers, and usability trends. What Success Looks Like Consistently high CSAT scores from support interactions. Quick response and resolution times within SLA across all channels. Demonstrable reduction in churn risk through proactive support and issue resolution. Well-maintained CRM hygiene and updated documentation/playbooks. Clear feedback loops with Product, CS, and More ❯

Adhering to IT processes and procedures. Performs clerical work necessary to procurement, distribution and storage of audio visual materials. Ensure that issues and support requests are resolved within defined SLA and providing regular reports and statistics to support this. Resolve support issues promptly, courteously, and professionally. Troubleshoot a wide range of technology incidents and problems. About you We will invest More ❯

and implement upskilling and reskilling programmes Provide clear reporting and updates to senior stakeholders HR Service Delivery Oversee delivery of HR Shared Services, employee records, and ticketing (ServiceNow) Ensure SLA compliance, data accuracy and process efficiency Triage HR enquiries using a tiered service model Act as an escalation point for complex HR and employee relations issues Project Management & Continuous Improvement More ❯

and implement upskilling and reskilling programmes Provide clear reporting and updates to senior stakeholders HR Service Delivery Oversee delivery of HR Shared Services, employee records, and ticketing (ServiceNow) Ensure SLA compliance, data accuracy and process efficiency Triage HR enquiries using a tiered service model Act as an escalation point for complex HR and employee relations issues Project Management & Continuous Improvement More ❯

Management SME, setting the process, standards and governance across I&T. Deliver training across the business, ensuring processes are adopted and adhered too in conjunction with their accountabilities and SLA’s. Conduct regular incident and problem ticket reviews, using your experience to capture trends, improve quality and drive continual service process improvements. Deliver and improve Service Management and ITIL best More ❯