401 to 425 of 491 SLA Jobs in the UK

tactical leadership role that bridges the gap between frontline support and IT management. You’ll make real-time decisions that directly impact analyst experience, SLA performance, and end-user satisfaction across the AlphaSense organization. What You’ll Do Queue & Workflow Management Monitor the unassigned queue continuously to prevent backlog from … Enforce fair ticket distribution and prevent cherry-picking across the team. Reassign and reprioritize work in real time based on urgency, analyst capacity, and SLA risk. Ensure SLAs are met at the team level and elevate proactively when breach risk is identified. Lead the regional response during outages and major ...

Onboarding Team to Support, including effective handover of configuration knowledge and documentation. Oversee ticket triage and incident management, ensuring issues are handled within SLA and coordinated across Product and Engineering teams. Maintain and evolve support standards, processes, and documentation in line with ITIL best practices. Support the Senior EDM Support … Manager in all aspects of service delivery, including SLA performance, team capacity planning, financial tracking, and customer satisfaction. Coordinate blended support teams across multiple geographies and stakeholders to ensure knowledge sharing and responsive service. Lead on client reporting and regular service reviews with both customers and internal stakeholders. Manage support ...

cost-benefit and risk management criteria. • To assure the OT services delivery to business areas, with the quality levels defined in the agreed SLA’s. • Responsible for OT Service conformance in accordance with ITIL best practice and Group Global standards for Service Desk operation, Change Management, Incident Management, Configuration Management … services including testing and invocation. • Budgetary delivery of agreed services against budget. Dimensions • Delivery of agreed SLAs across appropriate suppliers. • Compliance with enduring SLA management framework. • Management of support functions for the SPR Office OT Services and the support handover of new OT projects into enduring production support. • Capable ...

mentor operational team members and service providers. Measures of success to include: Infrastructure Availability – achievement of agreed service availability targets. Service Desk Performance – SLA attainment and customer satisfaction scores. Incident Performance – reduction in major incidents and improved resolution times. Change Success Rate – percentage of successful infrastructure and application changes. Cyber … services. Cost Optimisation – achievement of infrastructure cost and efficiency targets. Service Improvement Delivery – successful implementation of approved improvement initiatives. Supplier Performance – achievement of supplier SLA and contractual commitments. Preferred skills and experience Proven experience leading enterprise IT Infrastructure and Operations functions. Experience managing geographically distributed infrastructure environments across multiple sites. ...

live Application Management Services for a large-scale SAP S/4HANA environment. The role will own the AMS operating model, service delivery, SLA/KPI performance, support organisation, transition to steady state, and continuous improvement. The successful candidate should have strong SAP S/4HANA support experience, ITIL-aligned … Responsibilities Own the SAP AMS operating model, including service catalogue and L1–L3 support structure. Manage incident, problem, change, and release management processes. Own SLA/KPI performance, service reporting, penalties, and service credits. Lead the transition from project hypercare to steady-state AMS, including knowledge transfer, runbooks, and CMDB ...

live Application Management Services for a large-scale SAP S/4HANA environment. The role will own the AMS operating model, service delivery, SLA/KPI performance, support organisation, transition to steady state, and continuous improvement. The successful candidate should have strong SAP S/4HANA support experience, ITIL-aligned … Responsibilities Own the SAP AMS operating model, including service catalogue and L1–L3 support structure. Manage incident, problem, change, and release management processes. Own SLA/KPI performance, service reporting, penalties, and service credits. Lead the transition from project hypercare to steady-state AMS, including knowledge transfer, runbooks, and CMDB ...

stakeholder management skills with the analytical judgement to understand what the data is telling us and communicate it with confidence. Define and maintain consistent SLA frameworks across partners and intermediary clientsCollaborate with Technology, Legal, and Relationship Management teams on SLA design, updates, and reportingProduce accurate, recurring service reports for internal … years' experience in Service Delivery, IT Service Management, or related roles within financial services, SaaS, or managed service environmentsStrong knowledge of ITIL principles, SLA management, and service governance processesDemonstrated experience in preparing executive-level and customer-facing reportsExcellent communication and presentation skills with the ability to engage both technical ...

Service Team, supporting the delivery of services around its range of products. This is a customer-facing role focused on service delivery, supplier management, SLA performance and continual improvement, working with stakeholders across the UK and Europe. The Role The successful candidate will be responsible for creating, negotiating, implementing, monitoring … translating these into effective service processes Coordinating technical teams and suppliers to ensure agreed service levels are achieved Monitoring service performance and analysing SLA/contract performance Leading regular customer service reviews and producing performance reports Identifying opportunities for continual service improvement Supporting ITIL-based service management initiatives Managing communication ...

with ITIL best practices and organisational standards. Oversee Incident, Major Incident, Problem and Change Management functions, ensuring effective control and continuous service performance. Drive SLA achievement, customer satisfaction, service availability and operational excellence across all managed service contracts. Act as the senior escalation point for critical incidents and significant service … suppliers and senior stakeholders, balancing customer, operational and commercial priorities. Success Measures A highly successful Head of Service Management will have: Consistently achieved contractual SLA and KPI commitments. Improved customer satisfaction (CSAT) and overall service perception. Increased service availability and first contact resolution rates. Improved major incident recovery performance ...

modernising infrastructure, implementing automation, and overseeing the management of enterprise services. A key part of the role involves resolving incidents and requests within SLA, collaborating with third‐party providers as an extension of the internal team, and providing expert technical support and advice to both internal teams and end‐users. … service requests within agreed Service Level Agreements (SLAs). You’ll ensure incidents and requests are logged, prioritised, and triaged appropriately to meet SLA targets. You’ll provide timely resolution of incidents and technical support for end‐users, ensuring minimal disruption to business operations. You’ll collaborate with cross‐functional ...

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 ...

Intune, Power Platform, Dynamics 365, cybersecurity tooling and custom applications. Support customer relationships through service reporting, reviews, governance and escalation activity, helping to track SLA performance, risks, actions, onboarding, transition and service improvements. Coordinate with internal technical teams, customers, partners and vendors to progress high-priority issues and remove blockers. … another multi-customer support environment. ITIL Foundation certification or practical experience of ITIL-aligned service management. Experience with customer-facing service reviews, service reporting, SLA analysis, action tracking, service improvement, onboarding or service transition activities. Relevant Microsoft technical, security or service management certifications. Who are FSP? FSP is a leading ...

Intune, Power Platform, Dynamics 365, cybersecurity tooling and custom applications. Support customer relationships through service reporting, reviews, governance and escalation activity, helping to track SLA performance, risks, actions, onboarding, transition and service improvements. Coordinate with internal technical teams, customers, partners and vendors to progress high-priority issues and remove blockers. … another multi-customer support environment. ITIL Foundation certification or practical experience of ITIL-aligned service management. Experience with customer-facing service reviews, service reporting, SLA analysis, action tracking, service improvement, onboarding or service transition activities. Relevant Microsoft technical, security or service management certifications. Who are FSP? FSP is a leading ...

service delivery. Overall delivery of the Evergreen Service to customer On site customer visits - as required Production of MI and dashboard reports SLA and contractual delivery Understands and engages customer ITIL process Ensures all users are identified, approved, and scheduled for release and communicate outcomes to all stakeholders Provide weekly … process and Verdant tooling Proactively manage exceptions and challenges relating to Feature Release deployments Production of Management Information where required (KPI's/SLA's) Collaboration with all Evergreen team members New Customer/Rotation - 10% Manages on-boarding process and identifies any gaps New customer adoption/acceptance into ...

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 ...

date, accurate, formatted, in the correct folder structure, version controlled, and ready for audit inspections. Complete a Closure Report within the Service Level Agreement (SLA) timeframe. Ensure compliance with Information Security, data protection requirements etc. Continuous ImprovementSupport the adoption of Agile within the team and how Project Management will integrate ...

POSITION SUMMARY The Service Delivery Manager (SDM) ensures the organisation delivers against contracted service obligations defined in the signed service agreement. Beyond SLA and KPI compliance, the SDM maintains a clear, current understanding of true service quality by building strong, mutually respected relationships with key client stakeholders, ensuring the basics … ongoing basis to ensure contractual compliance Engage with delivery teams proactively to identify and drive service improvement actions where performance gaps arise. Ensure SLA breaches are managed, communicated, and formally remediated. Ensure all service obligations within the signed agreement are fulfilled. Collaborate with the relevant Account Manager where gaps ...

POSITION SUMMARY The Service Delivery Manager (SDM) ensures the organisation delivers against contracted service obligations defined in the signed service agreement. Beyond SLA and KPI compliance, the SDM maintains a clear, current understanding of true service quality by building strong, mutually respected relationships with key client stakeholders, ensuring the basics … ongoing basis to ensure contractual compliance Engage with delivery teams proactively to identify and drive service improvement actions where performance gaps arise. Ensure SLA breaches are managed, communicated, and formally remediated. Ensure all service obligations within the signed agreement are fulfilled. Collaborate with the relevant Account Manager where gaps ...

POSITION SUMMARY The Service Delivery Manager (SDM) ensures the organisation delivers against contracted service obligations defined in the signed service agreement. Beyond SLA and KPI compliance, the SDM maintains a clear, current understanding of true service quality by building strong, mutually respected relationships with key client stakeholders, ensuring the basics … ongoing basis to ensure contractual compliance Engage with delivery teams proactively to identify and drive service improvement actions where performance gaps arise. Ensure SLA breaches are managed, communicated, and formally remediated. Ensure all service obligations within the signed agreement are fulfilled. Collaborate with the relevant Account Manager where gaps ...

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 ...

digital knowledge base. Plan and chair service reviews for DHU service providers and suppliers. Maintain action logs, decisions, owners and due dates, challenging SLA, KPI, responsiveness, ticket quality and recurring failure. Govern service provider Service Desk and Major Incident performance while recognizing DHU's accountability for patient impact, continuity … management, supplier management or IT operations. Significant experience in service delivery, IT service management or managed-service governance Experience chairing supplier reviews and challenging SLA, KPI, RCA and improvement performance Strong practical knowledge of ITIL-aligned service-management processes and controls Able to travel to DHU sites and supplier meetings ...

Service Delivery Manager role with fixed-term contract. Based in Wembley Stadium, London, with travel across UK & Ireland. Key responsibilities include SLA & KPI Management and Client Relationship Management. Competitive salary and benefits offered, including 25 days holiday. Essential experience in managing external ICT third-party relationships. Service Delivery Manager About … delivered is fit for purpose for an Organising Committee of a large-scale tournament such as UEFA EURO 2028. What you’ll be doing SLA & KPI Management: Monitor performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure targets are consistently met. Client Relationship Management ...

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 ...

stakeholder interface across IT, business and architecture teams to align tooling capability with strategic objectivesManage third-party vendors and suppliers, ensuring SLA adherence, performance optimisation and cost effectivenessOwn budget management, resource planning and FinOps activity to ensure efficient platform and supplier spendEnsure compliance with governance, security and regulatory standards across … driving DevOps maturity at scaleExcellent stakeholder management skills with the ability to influence senior technical and business stakeholdersStrong vendor and supplier management experience, including SLA governance and performance managementExperience managing operational budgets and driving cost optimisation, including FinOps practicesStrong understanding of ITIL, service management, governance and secure cloud operating modelsDemonstrable ...

stakeholder interface across IT, business and architecture teams to align tooling capability with strategic objectives Manage third-party vendors and suppliers, ensuring SLA adherence, performance optimisation and cost effectiveness Own budget management, resource planning and FinOps activity to ensure efficient platform and supplier spend Ensure compliance with governance, security … maturity at scale Excellent stakeholder management skills with the ability to influence senior technical and business stakeholders Strong vendor and supplier management experience, including SLA governance and performance management Experience managing operational budgets and driving cost optimisation, including FinOps practices Strong understanding of ITIL, service management, governance and secure cloud ...