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Dacoll Ltd. is a UK-based managed ICT services provider that has been delivering technology solutions and support since 1969. The company specializes in managed IT services, secure cloud solutions, IT asset management, and project-based consultancy. Headquartered in Scotland, Dacoll serves a diverse range of sectors, including retail, commercial, public sector, and public safety, with a comprehensive portfolio of services that focus on operational excellence and security.
Role Overview:
The Service Delivery Team Leader is responsible for managing the Service Management team to ensure the successful delivery and management of services provided to Dacoll’s customers. The SDM TL will plan, organise, and control the team’s service delivery activities as per contractual commitments. This includes overseeing service governance aligned with ITIL standards, compiling and interpreting performance reports, leading continuous improvement initiatives, managing escalations and major incidents, and ensuring the overall quality of services delivered in line with SLAs and contractual obligations.
Main Duties:
Line Management Responsibilities:
* Lead, mentor, and develop the service delivery managers, fostering a client-centered, agile, and responsive culture.
* Ensure staff are well-trained and continuously developing to support Dacoll’s clients effectively.
* Ensure delivery of excellent customer service.
* Implement ITIL standards and assist in obtaining relevant accreditations.
* Build and maintain positive relationships with customers, colleagues, and partners.
* Conduct annual Appraisal and Competency Reviews (ACRs).
Service Delivery:
* Ensure high-quality customer service and satisfaction.
* Coordinate with other departments to meet customer needs.
* Deliver services according to contractual obligations, meet SLAs, and achieve performance metrics.
* Lead customer review meetings and monitor performance indicators.
* Promote continual service improvement across the group.
* Support cost control activities, improve efficiency, reduce costs, and meet budget targets.
* Review and manage engineer spares requirements and stock levels.
* Maintain activity/workstack review procedures, ensure SLA adherence, and manage exceptions.
* Follow call escalation procedures and support colleagues as needed.
Projects:
* Support the mobilisation and implementation of new contracts.
* Contribute to service design and project delivery, including acting as project manager for small engagements.
* Participate in project meetings and maintain business knowledge.
* Act as a trusted advisor to customers and support sales opportunities.
* Review contract modifications and produce scope of work documents.
Skills and Experience:
* Proven team leadership experience.
* Knowledge of Service Management practices, ITIL certification (minimum foundation).
* Strong customer service attitude and relationship-building skills.
* Ability to prioritize, multitask, and perform under pressure.
* Experience managing SLAs, KPIs, problem, and change management.
* Excellent interpersonal, communication, and report analysis skills.
* Experience operating in ISO environments and with security clearances.
* Commercial awareness, negotiation skills, and experience developing service catalogues and SLAs.
* Ability to explain complex IT issues to non-technical audiences and remain decisive in crises.
Apply above or reach out to me at [emailprotected] for a confidential discussion about the opportunity.
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