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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 Manager is responsible for the successful delivery and management of services provided to Dacoll Group customers. The SDM will plan, organise, and control all service delivery activities contractually committed to their assigned customers. This includes managing service governance aligned with ITIL standards, compiling and interpreting performance reports, leading continual and service improvement activities, handling escalations and major incidents, and ensuring the overall quality of services in line with SLAs and contractual obligations.
Main Duties:
Line Management Responsibility
* Ensure excellent customer service is delivered
* Practice ITIL standards and assist in obtaining relevant certifications
* Develop and maintain positive relationships with customers, colleagues, and partners
Service Delivery
* Coordinate with other departments to achieve customer satisfaction
* Ensure services are delivered according to contractual obligations and SLAs
* Conduct customer review meetings
* Develop and monitor performance indicators
* Manage stock levels to meet demand
* Review activities and backlogs to ensure SLA compliance
Projects
* Support mobilisation and implementation of new contracts
* Contribute to service design and mobilisation plans
* Oversee project delivery and manage small engagements as needed
* Maintain business knowledge and act as a trusted advisor for customers
* Support sales efforts and customer meetings
Skills and Experience
* Experience with Service Management practices, ITIL certification preferred
* Strong customer service orientation
* Experience managing SLAs and KPIs
* Knowledge of problem and change management
* Excellent interpersonal and reporting skills
* Organised with strategic planning abilities
* Experience in ISO environments and security clearance (NPPV3, SC)
* Negotiation and commercial awareness
* Experience developing Service Catalogues and SLAs
* Ability to communicate technical issues to non-technical audiences
Apply above or reach out to me at [emailprotected] for a confidential discussion about the opportunity
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