1 to 25 of 28 SLA Jobs in Scotland

service components management, with a focus on security (Microsoft Defender). Software packaging: creation and maintenance of application packages All Incidents and Requests are to be resolved within SLA as exceeding these would have impact on our customer’s ability to function as a business. Role Purpose: The suitable candidate for this role will play an important part in delivering … compliance and configuration policies. Respond to and resolve assigned incidents in addition to implementing requests and changes, ensuring appropriate actions are taken so that none of them exceed their SLA or cause unforeseen business impact. Update the customer and the ITSM ticket throughout the lifecycle of it. Liaise with the Service Desk, other Getronics resolver groups, the customer and vendors … relevant customer and Getronics policies and procedures. Discuss any assigned tickets for which you need assistance with senior colleagues or management. When a ticket is in risk of breaching SLA, escalate to management. Secondary responsibilities Execute recurring operational activities according to prescribed schedules and procedures Manage and support customer M365 environments aspects related to Microsoft Defender. Manage and support customer More ❯

Manager will be responsible for high level customer engagement with Core's key clients. This role involves coordinating project and managed service deliverables along with regular reporting against performance SLA's to the customer, conducting regular service reviews and capturing feedback from the customer. The Customer Success Manager role provides a key interface for client communication back to the business … Ensure regular Planning and Service Delivery Reviews with clients take place and where possible, attend those meetings. • Produce detailed reports to customers on Core performance against baseline project plans, SLA, and customer resource consumption. • Manage relationships with the customer, project, and support teams. • Manage escalations and Major Incidents. • Work with account teams on contractual negotiations for renewals. • Report on client … attitude. Ability to take a methodical approach to service issues. Demonstrated initiative and a proactive mindset. Aptitude for collaborative work with others. Ability to work under pressure to meet SLA's and remain calm in stressful situations. We offer: Work from home contract but alternatively, you can also work from our offices (London, Manchester, Milton Keynes, Glasgow or Edinburgh). More ❯

of all related service issues including management of vendors to ensure services are fully operational and performing as expected. Support the development and implementation of key service level agreements (SLA's) and operational level agreements (OLA's). Maintenance of a small number of internally developed applications using VB.net Manage incidents, problems and changes to the service efficiently and effectively More ❯

This role is offered as a hybrid role, however, night shift patterns are performed remotely. Service Desk Engineer Responsibilities: Delivering high-quality IT support service in line with targeted SLA's with professional ticket handling in the company's CRM system and excellent communication with end-users. Ability to work under pressure in a fast-paced environment. Capturing all interactions More ❯

responsibilities include: Manage, mentor, and develop the cyber security team. Use Azure DevOps to set and manage project-related tasks. Oversee service request tickets related to cyber security, ensuring SLA compliance. Optimize the use of our Microsoft Licensing Agreement. Collaborate with the Security Operations Centre and Networking engineers to drive security initiatives. Participate in cross-team projects as a cyber More ❯

Providing 1st and 2nd line support for Unit4 ERP system users across the organisation Troubleshooting functional and technical issues, escalating where appropriate Managing and resolving support tickets efficiently within SLA Working closely with Finance, HR, and other departments to support business processes Participating in system upgrades, testing, and patching activities Maintaining system documentation, user guides, and training materials Supporting configuration More ❯

To allocate more complex service issues to the relevant IT Support member • To arrange for external technical support where problems cannot be resolved in house • To ensure that all SLA's are met • To maintain an inventory of computer assets with the aim to have continual stock available(within reason) Experience & Qualifications Knowledge of core enterprise IT systems, infrastructure, and More ❯

Providing 1st and 2nd line support for Unit4 ERP system users across the organization Troubleshooting functional and technical issues, escalating where appropriate Managing and resolving support tickets efficiently within SLA Working closely with Finance, HR, and other departments to support business processes Participating in system upgrades, testing, and patching activities Maintaining system documentation, user guides, and training materials Supporting configuration More ❯

stakeholders you enhance our service offerings and productivity through consultancy and local adoption activities. Incident/Request Management: Support and manage the Incident/Request management processes to ensure SLA's are met and drive continuous improvement through trend analysis Site Experience: You drive and enable standard workplace infrastructure,through global/local projects and deployments in collaboration with product More ❯

SRE team and be able to talk through the key principles of managing a large infrastructure estate. Monitoring infrastructure and applications hosted using taking into consideration: Observability, Alerting, Uptime SLA's and SLO's Azure Devops pipeline management. Strong collaboration with both engineering teams and colleagues in customer-facing teams. Excellent communicator both in written and verbal forms. Comfortable breaking More ❯

and scheduling installations, to maintaining their products and services upon conclusion of setup and installation. The role ensures the delivery of exceptional customer service, consistently meeting and exceeding agreed SLA’s in respect of customer contact and query resolution by working in collaboration with the team to maintain regular communication with the customer and manage expectations. Customer Answering calls to … customer interactions, committing to the Company’s direction of customer excellence. Supplier Assist in collaborating with suppliers/providers on faults and service interruptions while ensuring supplier/provider SLA’s are met, as well as ensuring the customer is informed at all stages in line with our own SLA’s; Liaise with suppliers on customer porting and service transition … to ensure the business meet their obligations under agreed SLA’s while ensuring that suppliers meet their own SLA obligations to the business and where issues arise, escalating to the Client Services Manager; Develop and maintain sustainable working relationships with key personnel within suppliers the business work with to facilitate a positive working relationship and the prompt & timely resolution of More ❯

etc. Writing and debugging Python code One or more IaC toolset proficiency e.g. Pulumi or Terraform. Designed and built infrastructure using Azure which takes into consideration: observability, alerting, uptime SLA's and SLO's and Azure DevOps pipelines. Be able to collaborate well with both engineering teams and colleagues in customer-facing teams. Be an excellent communicator both in written More ❯

region. Your visits will be scheduled on a weekly reactive basis, and you will also be required to attend the stores for emergency reactive visits to meet with client SLA's. You will be provided with a specifically designed van to hold and manage your maintenance stock, and you will be required to provide daily reports to head office via More ❯

surrounding areas, Perth and nearby locations, Inchture & Abernyte) Role purpose: To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). To work efficiently and proactively to deliver IT support services to a wide range of customers. Security clearance will be required for this role. Key responsibilities: Will be required … with Call Administration teams and the Field Delivery Manager throughout the day to effectively manage all call details real-time and gain a full understanding of the customer's SLA requirements. Utilise a mobile device to check and update allocated calls in a timely manner to achieve required commit time and reflect actual work done in real-time by way More ❯

surrounding areas, Perth and nearby locations, Inchture & Abernyte) Role purpose: To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). To work efficiently and proactively to deliver IT support services to a wide range of customers. Security clearance will be required for this role. Key responsibilities: Will be required … with Call Administration teams and the Field Delivery Manager throughout the day to effectively manage all call details real-time and gain a full understanding of the customer's SLA requirements. Utilise a mobile device to check and update allocated calls in a timely manner to achieve required commit time and reflect actual work done in real-time by way More ❯

on a variety of equipment including, plumbing, boiler plant, ventilation, pumps, would be beneficial. • Experience of working within a mobile service delivery contract. • An understanding of Service Level Agreements (SLA's), service targets and objectives and Key Performance Indicators (KPI's) and ability to interpret management information. • Knowledge of Health & Safety and safe working practices. • Excellent communication skills. • Supervisory management More ❯

all reactive jobs via telephone and email Schedule and coordinate maintenance activities, including PPM and reactive works. Proactively monitor and chase work orders to ensure completion within the required SLA Respond to Client queries and provide timely updates on job progressions. Utilise internal reports to drive performance and meet contractual KPIs. Generate purchase orders for materials and subcontractor requirements Plan … scheduled efficiently minimising travel time. Ensure all PPMs are completed within the appropriate timescales. Liaise with mobile engineers and Contract M anager to ensure efficient planning of work. Escalate SLA failures in advance to optimise opportunity to avoid failure. Administration tasks as required by the business. Skills and Experience Experience of working to strict SLAs & KPIs Excellent communication and interpersonal More ❯

Team and the Infrastructure Operations Team members based on the ticket severity and priority Track the incidents/service requests/problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/problems/Service/Change requests as per the escalation mechanism Analyze the ticket trend and provide reports with improvement actions, create basic documents and More ❯

Team and the Infrastructure Operations Team members based on the ticket severity and priority Track the incidents/service requests/problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/problems/Service/Change requests as per the escalation mechanism Analyze the ticket trend and provide reports with improvement actions, create basic documents and More ❯

off (08:00 - 18:30 and 09:30 - 20:00) Fully Office. Purpose of Role You'll organise and prioritise the engineers' workload to help the Service Desk achieve SLA and KPI goals. Provide basic engineering assistance, source equipment and spares, and support continuous service improvement. Key Responsibilities * Coordinate team workload; allocate resources to meet customer deadlines* Support customer KPIs … and SLA targets* Handle customer queries and complaints professionally* Balance engineer and customer needs in a dynamic environment* Escalate issues to Duty Manager and assist in resolution* Collaborate with Systems team to ensure efficient tool use* Recommend process/system improvements and support implementation* Assist KB Customer Support when needed* Perform ad hoc duties as requiredPeople Management* Liaise with engineering … and follows tasks through* Innovative thinker: Suggests improvements and helps implement change* Qualifications/Experience: Previous coordination or desk support role, ideally in engineering, facilities, or maintenance; awareness of SLA/KPI delivery? Apply Now!?? Contact: Calum Roberts? Email: Phone: Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their More ❯

off (08:00 - 18:30 and 09:30 - 20:00) Fully Office. Purpose of Role You'll organise and prioritise the engineers workload to help the Service Desk achieve SLA and KPI goals. Provide basic engineering assistance, source equipment and spares, and support continuous service improvement. What We're Looking For * Previous experience: at least 2 years helpdesk experience * Great … and follows tasks through * Innovative thinker: Suggests improvements and helps implement change * Qualifications/Experience: Previous coordination or desk support role, ideally in engineering, facilities, or maintenance; awareness of SLA/KPI delivery Key Responsibilities * Coordinate team workload; allocate resources to meet customer deadlines * Support customer KPIs and SLA targets * Handle customer queries and complaints professionally * Balance engineer and customer More ❯

days off (08:00 - 18:30 and 09:30 - 20:00) Fully Office. Purpose of RoleYou'll organise and prioritise the engineers workload to help the Service Desk achieve SLA and KPI goals. Provide basic engineering assistance, source equipment and spares, and support continuous service improvement. What We're Looking For * Previous experience: at least 2 years helpdesk experience* Great … and follows tasks through* Innovative thinker: Suggests improvements and helps implement change* Qualifications/Experience: Previous coordination or desk support role, ideally in engineering, facilities, or maintenance; awareness of SLA/KPI delivery Key Responsibilities * Coordinate team workload; allocate resources to meet customer deadlines* Support customer KPIs and SLA targets* Handle customer queries and complaints professionally* Balance engineer and customer More ❯

sustainable and profitable. Find out more about Ricoh Today What you will be doing To deliver an efficient and responsive business process service to the customer, to meet agreed SLA’s and customer satisfaction Help solve operational problems quickly and efficiently to ensure the most efficient service is provided. Build relationships with users and manage their perception and expectations, including … site requirements to meet the business needs and client expectations. To ensure all work carried out is to the highest quality to ensure it meets customer confidentiality, customer deadlines, SLA and KPI’s. Follow and adhere to all Ricoh UK policies and procedures, including compliance with all Ricoh EHS (Environmental, Health and Safety) procedures and guidelines. Ensure the site is More ❯

Our client is a leading provider in the mobile ECO welfare and lighting sector, with the largest and most modern fleet in the UK, is seeking a Business Development to join its expanding sales team. This opportunity covers the Scotland More ❯

are also encouraged to apply. Day-to-Day Responsibilities Deliver exceptional service levels to our clients at all times. Promptly respond to and arrive at client sites within set SLA response times. Repair reported mechanical and IT issues on devices, and conduct regular scheduled preventative maintenance. Stay updated with all service bulletins. Network equipment, including scanning and document management solutions More ❯