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Service Delivery Team Lead, Stoke-on-Trent
Dacoll Ltd. is a UK-based managed ICT services provider operating since 1969. The company specializes in managed IT services, secure cloud solutions, IT asset management, and project-based consultancy. Headquartered in Scotland, Dacoll serves sectors such as retail, commercial, public sector, and public safety, focusing on operational excellence and security.
Role Overview:
The Service Delivery Team Lead is responsible for managing the Service Management team to ensure the successful delivery of services to Dacoll’s customers. This includes planning, organizing, and controlling service delivery activities, managing service governance aligned with ITIL standards, producing performance reports, leading continual and service improvement initiatives, handling escalations and major incidents, and ensuring the overall quality of services in line with SLAs and contractual obligations.
Main Duties:
Line Management Responsibilities:
* Lead, mentor, and develop the service delivery managers, fostering a customer-focused and agile culture.
* Ensure staff are trained and supported for excellent customer service.
* Implement ITIL standards and support accreditation efforts.
* Maintain positive relationships with customers, colleagues, and partners.
* Conduct annual Appraisal and Career Reviews (ACRs).
Service Delivery:
* Ensure high-quality service delivery meeting SLAs and contractual commitments.
* Coordinate with other departments to achieve customer satisfaction.
* Manage customer review meetings and performance indicators.
* Promote continual service improvement and cost efficiency.
* Review stock and spares requirements, manage backlogs, and ensure escalation procedures are followed.
Projects:
* Support contract mobilization and implementation.
* Oversee project delivery and act 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.
Skills and Experience:
* Leadership experience and understanding of Service Management practices.
* ITIL Foundation certification or higher.
* Strong customer service orientation and relationship-building skills.
* Ability to prioritize, multi-task, and work under pressure.
* Experience managing SLAs, KPIs, problem, and change management.
* Excellent interpersonal, communication, and report analysis skills.
* Experience in ISO environments and security clearances.
* Negotiation skills and commercial awareness.
* Ability to explain technical issues to non-technical audiences.
Apply above or contact me at [emailprotected] for a confidential discussion about this opportunity.
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