1 to 25 of 63 SLA Jobs in the Midlands

issues from re-occurring. Provide occasional on-site support at customer sites to resolve incidents. Take responsibility and exceed company and customer OLA/SLA'sProvide administrative and technical support of managed service operations including involvement of weekend tasks. Create and maintain strong relationships with other business units. Ensure customers ...

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 ...

November 2026 Other suitable Skills & experience include:- Experience managing £1m+ budgets, leading teams, ITIL service management, stakeholder and supplier management, service improvement planning, SLA and KPI monitoring, risk management, major incident management, service continuity, operational reporting, UK GDPR and the Data Protection Act 2018. ...

timescales. Monitor and analyse key performance indicators (KPIs), including: Ticket resolution times First-contact resolution rates Customer satisfaction scores Allocate resources efficiently to meet SLA commitments and changing business demands. Act as the primary escalation point for complex issues and service-related concerns. Client Relationship Management Build and maintain strong ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning,cutting ...

problem management processes. Proficiency in Power BI, with the ability to build dashboards that visualise deployment metrics, cloud cost trends, incident volumes, and SLA performance, using DAX and Power Query for data modeling. On-Call Support - Provide on-call support outside of standard working hours as and when required ...

continuous improvement and optimisation of the software portfolio. Technical Application Testing : Supporting planning and execution of technical application testing. Ticketing Systems : Currently ServiceNow, own SLA performance, monitor the ticket queue and distribute workload across the team, and effectively manage and triage business requests in a timely manner, reporting on potential ...

accurate technical documentation and incident records. Participating in major incident response and structured 24/7 shift handovers. Delivering excellent customer service while maintaining SLA performance. Essential Skills Previous experience in a 2nd Line Network Support, Connectivity Engineer, NOC Engineer or Service Desk role. Strong troubleshooting and incident management skills. ...

analysis to drive informed decisions and corrective action. Analyse service data and produce accurate dashboards and regular reports covering incident and request volumes, backlogs, SLA performance, resolution times and customer satisfaction. Identify trends, recurring issues and improvement opportunities, translating findings into actionable recommendations and tracking the impact of service improvements. ...

What you’ll do Ensure all Requests for Changes are registered on the Computacenter and Customers Tool Management System for tracking and auditing of SLA/OLA. Vet all RFC's. Ensure all logged Request for Changes, are promptly and correctly approved by authorised approvers. Ensure all logged RFCs ...

work is delivered. What you will be doing (core responsibilities) Ensure all incoming telephone calls/queries and emails are managed to client SLA standards. Review enquiries and deal with a range of issues including login issues/web guidance/transaction queries/invoice queries/authorisation requests. Build ...

hybrid role based in the UK. The position involves supporting a single end-customer, handling incident management and project work, and ensuring SLA targets are met. The role requires extensive Windows Server, Active Directory, Entra ID and VMware experience in a large hybrid environment, with ITIL familiarity and strong communication ...

master data within ERP and related business systems A solid understanding of data governance, data quality, compliance, and internal controls Experience working within structured, SLA-driven environments Excellent analytical skills with the ability to identify trends, risks, and improvement opportunities Excellent stakeholder management and communication skills A proactive, organised approach ...

maintaining master data within ERP and related business systemsA solid understanding of data governance, data quality, compliance, and internal controlsExperience working within structured, SLA-driven environmentsExcellent analytical skills with the ability to identify trends, risks, and improvement opportunitiesExcellent stakeholder management and communication skillsA proactive, organised approach with a commitment ...

DHCP, VPNs and firewalls Experience supporting multiple customer environments Strong troubleshooting and problem-solving skills Experience working with PSA/RMM tools and SLA-driven support environments Confident communicating directly with customers and supporting less experienced engineers Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst would be advantageous ...

networking, including DNS, DHCP, VPNs and firewalls Experience supporting multiple customer environments using PSA/RMM tools Strong prioritisation and troubleshooting skills within an SLA-driven environment Confident communicating with customers and helping less experienced engineers develop Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst would be advantageous ...

optimise support operations Stakeholder Engagement Collaborate proactively with SRT and third-party teams to ensure equipment and systems are maintained according to contractual and SLA commitments. Represent your department during weekly review meetings, highlighting risks and resource needs Operational Meetings & Handover Processes Lead weekly meetings with in-country partners, project ...

disciplined and have good attention to detail Make sure Procedures & Process are diligently followed and maintained Help run Helpdesk in accordance with the company SLA Help ensure team behaviour is of a professional standard Help maintain offices to the company standard Training The classroom training for the Digital Support Technician ...

maintain data pipelines and integration solutions within Azure. Integrate and transform data from multiple enterprise systems. Support operational reporting, service performance metrics, KPIs and SLA reporting. Improve data quality, consistency, governance and accessibility. Work with service management teams to support reporting and service improvement. Collaborate with architects and stakeholders ...

DMAAS Analyst will manage the day-to-day operation of the team and the allocation and management of workload delivering against our agreed SLA’S. You will also work with the Hardware Support Manager to develop and improve process and manage customer relationships. The responsibilities include, but are not limited ...

awareness of the full technical skillset. As Support Lead Engineer you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service, and be a conduit between support and development You will need to have strong communication skills, both written ...

operational dashboards. Maintain awareness of emerging threats and ensure appropriate measures are taken. Key Performance Indicators (KPIs) Reduction in MTTD and MTTR. Adherence to SLA and KPI targets. Client satisfaction and feedback scores. Team performance and skills development. Operational compliance and audit readiness. About You 5+ years in a Security ...

operational dashboards. Maintain awareness of emerging threats and ensure appropriate measures are taken. Key Performance Indicators (KPIs)Reduction in MTTD and MTTR.Adherence to SLA and KPI targets. Client satisfaction and feedback scores. Team performance and skills development. Operational compliance and audit readiness. About YouWe're looking for a hands ...

agendas, recording actions, and monitoring progress. Promote positive working relationships, inclusion, and effective teamwork. Assist in monitoring key performance indicators, service standards, and operational SLA/KPI targets. Help prepare reports, dashboards, and presentations for management meetings. Contribute ideas for improving processes, efficiency, customer experience, and ways of working. Training ...

Customer Success Manager - Team Leader The Customer Success Manager to work with external clients/customers as a trusted advisor. This is an important role building trusted relationships, developing a clear understanding of customer priorities ...