1 to 25 of 53 SLA Jobs in the West Midlands

operation of our 1st, 2nd and Escalation Support teams. Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence Lead major incidents, customer escalations ...

line technical support to users across a large customer base. Take ownership of incidents and service requests, ensuring issues are resolved within agreed SLA timescales. Diagnose and resolve complex hardware, software, connectivity and application issues. Install, configure, maintain and replace desktop hardware, software and end-user devices. Support Microsoft Windows ...

line technical support to users across a large customer base. Take ownership of incidents and service requests, ensuring issues are resolved within agreed SLA timescales. Diagnose and resolve complex hardware, software, connectivity and application issues. Install, configure, maintain and replace desktop hardware, software and end-user devices. Support Microsoft Windows ...

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 ...

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 modelling. On‐Call Support – Provide on‐call support outside of standard working hours as and when required ...

infrastructure, including health checks and reporting in parallel with managing incidents, problems, requests and changes in line with ITIL best practice and ensuring that SLA's are maintained. Managing incidents and problems appropriately within agreed service levels.Perform technical root cause analysis on reoccurring incidents or major incidents.Assist engagement with projects ...

documentation, enabling accurate progress tracking and adherence to established policies, procedures and Configuration Management requirements Monitoring and improving Change Management performance through KPIs, SLA/OLA targets and continual improvement activities, driving greater efficiency, effectiveness and customer service Engaging and collaborating with stakeholders to align Change Management processes, providing effective ...

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. ...

deliver the FM service. You will work closely with the BU Technical Services Manager (TSM). Key Performance Indicators * Statutory compliance and audit performance * SLA and KPI achievement (planned and reactive maintenance) * Safety performance (incidents, near misses, compliance) * Customer satisfaction and service delivery metrics * Asset reliability and uptime * Team performance ...

line support in resolving the 60000 incidents logged annually, working to established and set processes and procedures to resolve incidents satisfactorily and within SLA timescales for users Responsible for 1st line support and resolution of incidents in relation to desktop devices, applications and enabling user access to systems, in accordance ...

experience supervising, mentoring or acting as a senior escalation point within a support team Has a good understanding of 1st and 2nd Line Support, SLA-driven service delivery and ticket management, with the ability to prioritise workloads and manage competing demands effectively Demonstrates strong leadership, communication and customer service skills ...

dependencies relating to AI services. Accountable for compliance with relevant policies, AI governance principles and regulatory obligations.Providing regular operational reporting across service performance, SLA adherence and delivery progress to both leadership and key stakeholders.You’ll need to have:Strong experience operating and supporting AI or advanced analytics platforms ...

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 ...

support environments, processes, and service delivery principles. Commercial awareness and excellent problem-solving abilities. Experience within a Managed Services environment. Knowledge of SLA management, service governance, and escalation management. Experience delivering a premium, customer-centric or white-glove support service. Background in continual service improvement and service reporting. Why Join ...

with health and safety/environmental requirements, including RAMS, permits, and site access processes General Ensure adherence to established processes, standards, compliance requirements and SLA’s Contribute to Service revenue, utilisation, and customer satisfaction targets/KPIs Maintain and develop technical knowledge of FANUC core products, applications, and related technologies ...

effective operation and performance of your service area and supporting performance acrossthe wider regional team Working with the Regional Service Manager to monitor SLA compliance across the team Maintaining high standards of workmanship, both personally and across the team you support Maintaining a professional appearance and conduct that reflects ASEL ...

stakeholder management and continuous improvement . Key responsibilities include: IAM Service Design and Target Operating Model Leading transition, knowledge transfer and shadowing KPI/SLA management and reporting Stakeholder, risk and issue management Driving continuous service improvement What we're looking for Strong IAM Service Leadership experience in a hybrid ...

What will you bring? Understanding of network management and use of Network Management Platform tools Proven track record of successfully prioritising simultaneous activities within SLA Proven track record in complex delivery of multiple teams and interfaces Self-motivating individual with the ability to develop strong customer relationships as well ...

channels (phone, chat, email) in a fast-paced Executive Care environment Balancing premium service delivery with operational KPIs such as productivity, handle time, and SLA adherence Building long-term relationships with Executive travellers through consistent, high-quality service Collaborating closely with peers to maintain a high-performance, elite service culture ...

channels (phone, chat, email) in a fast-paced Executive Care environment Balancing premium service delivery with operational KPIs such as productivity, handle time, and SLA adherence Building long-term relationships with Executive travellers through consistent, high-quality service Collaborating closely with peers to maintain a high-performance, elite service culture ...

lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance. This is an ideal opportunity for someone with an MSP background who enjoys developing people, driving service excellence, and remaining technically involved when required. … continuous improvement across the service desk. Key Responsibilities Leading and managing a team of IT, Network, and Voice Engineers. Monitoring ticket queues and ensuring SLA and KPI targets are achieved. Managing escalations and supporting the resolution of complex technical issues. Communicating with customers and attending remote meetings when required. Coaching ...

Professional Services within SaaS, enterprise software or another complex technology environment. A proven track record of improving customer experience, reducing support demand and strengthening SLA performance at scale. Experience leading services organisations through significant operational or commercial change, with clear evidence of improved customer and business outcomes. Strong commercial experience ...

seeking a Client Success Manager to own a portfolio of operational client relationships within the Client Services function. You will drive value, ensure SLA-aligned delivery and cross-functional collaboration to support client success. You will work with stakeholders across Implementation, Sales and Data teams to develop plans, deliver service ...

data analytics, or transformation roles. Advanced Power BI development and dashboard design experience, Advanced Excel and data visualisation skills. Strong understanding of KPI, KRI, SLA, and performance management frameworks. Experience establishing and managing data governance and data quality controls. Proven ability to interpret complex datasets and translate findings into actionable ...