626 to 650 of 774 SLA Jobs

operation, ensuring the delivery of high-quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service … improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders. Key Responsibilities Service Delivery & SLA Management Own end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently ...

reliability, proactively identifying and addressing issues to minimize downtime. Manage the implementation and maintenance of Service Level Objectives (SLO's) and Service Level Agreements (SLA’s) with UMG Business Units, other IT groups, and vendors as appropriate. This includes measuring and reporting on these SLA ...

weekly Change Advisory Board, and keep knowledge management current so learnings, workarounds and known errors are reused. Performance & improvement Own the team's SLA performance across response time, resolution time and customer satisfaction, monitoring through HubSpot, Jira and Grafana and acting early on risks. Produce weekly reporting on volumes, SLA ...

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 ...

strong knowledge of ITIL/ITSM processes, CMDB management, application administration, and reporting platforms, with a focus on delivering reliable and efficient support within SLA commitments. Location & Security Requirements Candidates who have previously held Security Check (SC) Clearance or are eligible to obtain SC Clearance will be preferred. Should … Stevenage office/customer site as required. Key Responsibilities Provide L2/L3 AMS support across multiple COTS and enterprise applications, ensuring service continuity, SLA adherence and high-quality resolution outcomes. Triage, diagnose and resolve incidents; provide workarounds where permanent fixes require change, and maintain clear communication with users ...

transactions and invoice processing in the Purchase to Pay (P2P) process in line with the service specification outlined in the Service Level Agreement (SLA) and internal procedures. What you will be doing: Purchase to Pay (P2P): To organise your own workload and ensure outputs are delivered in line with targets ...

specific product areas for customer systems and provide support for hardware and software maintenance calls and implementation requests within the required Service Level Agreement (SLA). Providing both planned and unplanned backfill for Site Engineers, attending scheduled Customer Tech Bars (Surgeries), and provide customer business as normal support. To meet ...

specific product areas for customer systems and provide support for hardware and software maintenance calls and implementation requests within the required Service Level Agreement (SLA). Providing both planned and unplanned backfill for Site Engineers, attending scheduled Customer Tech Bars (Surgeries), and provide customer business as normal support. To meet ...

specific product areas for customer systems and provide support for hardware and software maintenance calls and implementation requests within the required Service Level Agreement (SLA). Providing both planned and unplanned backfill for Site Engineers, attending scheduled Customer Tech Bars (Surgeries), and provide customer business as normal support. To meet ...

specific product areas for customer systems and provide support for hardware and software maintenance calls and implementation requests within the required Service Level Agreement (SLA). Providing both planned and unplanned backfill for Site Engineers, attending scheduled Customer Tech Bars (Surgeries), and provide customer business as normal support. To meet ...

Hybrid/IT Operations Management/SLA Management/Vendor Management - A global Japanese fashion brand is currently recruiting an IT Service Delivery/IT Operations Manager to establish and manage its day-to-day IT service across Europe. You will own the service desk experience, end-user computing, vendor … retail users as the European business separates from the regional organisation. The ideal candidate should have strong IT service delivery and service desk, SLA management experience, hands-on ServiceNow and Microsoft 365 knowledge, and experience managing vendors and IT services across multi-site retail environments. (Ref: YC47664 - Please include this ...

skills with the analytical judgement to understand what the data is telling us and communicate it with confidence. Key Responsibilities Define and maintain consistent SLA frameworks across partners and intermediary clients Collaborate with Technology, Legal, and Relationship Management teams on SLA design, updates, and reporting Produce accurate, recurring service reports … years’ experience in Service Delivery, IT Service Management, or related roles within financial services, SaaS, or managed service environments Strong knowledge of ITIL principles, SLA management, and service governance processes Demonstrated experience in preparing executive-level and customer-facing reports Excellent communication and presentation skills with the ability to engage ...

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 ...

Walk Up welcome desk, assisting customers with a wide range of software and hardware-related issues. Monitor support ticket queues, maintaining awareness of SLA response times and identifying high-priority issues for escalation. Liaise with customers to gather the information needed for effective triage and resolution. Diagnose and troubleshoot incidents … service requests, with awareness of SLA resolve times. Maintain accurate and concise incident records, avoiding unnecessary technical jargon. Carry out standard request tasks, such as user account creation and maintenance. Ensure effective communication and regular updates to customers throughout the lifecycle of the ticket. Manage and prioritise your individual ticket ...

actions. Promote a "customer first" culture across the service desk. Performance Management Own the Service Desk KPI dashboard including: Call answer performance Response times SLA compliance Work order completion Customer satisfaction Engineer utilisation Backlog management Aged jobs Escalation trends Process Improvement Develop andmaintainstandard operating procedures. Standardise service desk processes across … managing a busy Service Desk, Helpdesk or Customer Service operation. Experience leading multi-disciplinary teams. Strong knowledge of CAFM systems. Experience managing KPI and SLA performance. Experience within Facilities Management, Building Services or Engineering. Experience delivering operational change. Excellent stakeholder management skills. Strong analytical and reporting capability. Desirable ITIL Foundation ...

Job summary Are you an enthusiastic IT Service Desk analyst looking for a new challenge in the NHS? Do you enjoy troubleshooting complex IT issues? We are recruiting IT Service Desk Analysts to complement our ...

actions. Promote a "customer first" culture across the service desk. Performance Management Own the Service Desk KPI dashboard including: Call answer performance Response times SLA compliance Work order completion Customer satisfaction Engineer utilisation Backlog management Aged jobs Escalation trends Process Improvement Develop andmaintainstandard operating procedures. Standardise service desk processes across … managing a busy Service Desk, Helpdesk or Customer Service operation. Experience leading multi-disciplinary teams. Strong knowledge of CAFM systems. Experience managing KPI and SLA performance. Experience within Facilities Management, Building Services or Engineering. Experience delivering operational change. Excellent stakeholder management skills. Strong analytical and reporting capability. Desirable ITIL Foundation ...

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 ...

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 ...

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 ...

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 ...

performing engineering culture. Serve as the primary escalation point for complex regional network incidents and service delivery issues. Maintain regional network performance against global SLA and KPI frameworks. Represent your region in global network leadership discussions. Network Engineering & Operations Remain hands-on in the deployment, configuration, testing, and commissioning … with the Network Platform team. Own senior technical relationships with carriers, wavelength providers, colocation partners, and equipment vendors. Manage circuit delivery, service activation, and SLA performance across regional connectivity suppliers. Partner with Sourcing and Commercial teams on carrier procurement, capacity planning, and supplier contract management. Lead technical escalations with carriers ...

Field Services Engineer Technician Full Time, Permanent We are looking for customer-focused Field Services Engineer to act both as a specialist in specific product areas for customer systems and provide support for hardware and ...

Field Services Engineer Technician Full Time, Permanent We are looking for customer-focused Field Services Engineer to act both as a specialist in specific product areas for customer systems and provide support for hardware and ...