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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 the Service Management team in the successful delivery and management of services provided to Dacoll’s customers. The SDM TL will plan, organize, and control the team’s service delivery activities as per contractual commitments. This includes managing service governance aligned with ITIL standards, compiling and interpreting performance reports, leading continual and service improvement activities, managing escalations and major incidents, and ensuring the overall quality of services delivered in line with SLAs and contractual obligations.
Main Duties:
Line Management Responsibility
* Lead, mentor, and develop the service delivery managers, fostering a client-centered, agile, and responsive culture.
* Ensure staff are well-trained and supported to support Dacoll’s clients.
* Ensure excellent customer service delivery.
* Practice ITIL standards and support accreditation efforts.
* Maintain positive relationships with customers, colleagues, and partners.
* Conduct annual appraisals.
Service Delivery
* Ensure high-quality customer service.
* Coordinate with other departments to meet customer satisfaction goals.
* Deliver services according to contractual obligations and SLAs.
* Lead customer review meetings.
* Develop and monitor performance indicators.
* Promote continual service improvement.
* Support cost control activities and efficiency improvements.
* Review engineer spares requirements and stock levels.
* Manage activity/workstack review processes to minimize backlogs and SLA jeopardy.
* Follow call escalation procedures.
* Assist colleagues as needed.
Projects
* Support mobilisation and implementation of new contracts.
* Contribute to service design and project delivery.
* Manage small projects when required.
* Attend project meetings.
* Maintain knowledge of assigned customers’ areas.
* Act as a ‘trusted advisor’ for clients.
* Progress sales opportunities and support sales team activities.
* Review contract additions and produce scope of work documents.
Skills and Experience
* Leadership experience.
* Knowledge of Service Management practices, ITIL certification (minimum foundation).
* Strong customer service orientation.
* Ability to prioritize and multitask under pressure.
* Experience managing SLAs and KPIs, problem and change management.
* Excellent interpersonal, communication, and report analysis skills.
* Experience in ISO environments and security clearance (NPPV3 and SC Levels).
* Negotiation skills and commercial awareness.
* Experience developing Service Catalogues and SLAs.
* Ability to communicate technical issues to non-technical audiences.
* Decisive and calm in crises.
Apply above or reach out to me at [emailprotected] for a confidential discussion about the opportunity.
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