5 of 5 SLA Jobs in Wales

youll be doing: Provide senior-level administration and technical ownership of the BMC Remedy platform. Troubleshoot and resolve incidents, service requests, and tasks within SLA using Remedy, DWP, Smart IT, and Smart Reporting. Administer and support Remedy user access, configurations, and system performance. Design, configure, and implement Service Catalogues ...

portal, email (or other means apart from phone) to resolver groups or suppliers within agreed SLAs Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time ...

project go-lives Define and monitor performance metrics and reporting Operations & Processing Ensure clear contracts and expectations are in place for all clients Drive SLA performance, compliance and quality across processing teams Manage escalations and complex issues effectively Oversee supplier relationships relating to printing, scanning and operational systems Contact Centre ...

prevent recurrence. The role also includes leading a team of internal staff and external service providers, fostering a high-performance and collaborative environment. Governance & SLA Management Own and oversee partner adherence to incident and problem management SLAs, acting as the client authority on Root Cause Analysis (RCA) quality and ensuring … accurate root cause identification, and implementation of sustainable solutions to prevent recurrence. Vendor & Partner Performance Management Drive vendor accountability through regular service reviews, evaluating SLA performance, RCA quality, and continuous improvement opportunities to enhance overall service delivery. Continuous Improvement & Service Optimization Identify trends, risks, and improvement opportunities, leading initiatives that ...

problem management processes, ensuring alignment with the organisation's objectives and fostering a high-performance environment. Day-to-day of the role: Governance & SLA Management: Lead the oversight of partner adherence to incident and problem management SLAs, acting as the client-side authority on Root Cause Analysis (RCA) and corrective … accordance with best practices, facilitating effective resolution processes and minimising service outages. Vendor Performance Management: Collaborate in regular service reviews with partners to assess SLA compliance, evaluate RCA outcomes, and identify opportunities for continuous improvement. Incident & Problem Resolution: Drive post-incident reviews, ensuring vendors deliver high-quality RCAs, identify root ...