Direct message the job poster from Dacoll Ltd
All applications to go through Natalie at Kleboe Jardine - nf@kleboejardine.com
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.
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, organise and control the team’s service delivery activities contractually committed to their assigned customers. This includes service governance (ITIL-aligned service management), compilation, interpretation and issuance of performance and activity reports; leadership of continual improvement and service improvement activities for assigned customers; escalation, exception and major incident management; and responsibility for the overall quality of services delivered to customers in line with SLAs and contractual obligations.
Main Duties
* Line Management Responsibility
o Team Development and Leadership: Lead, mentor, and develop the team of service delivery managers, fostering a client-centered, agile, and responsive culture.
o Ensure that staff are well-equipped to support Dacoll’s clients through regular training and a commitment to continuous development.
o Ensure excellent customer service is delivered.
o Practice ITIL standards and assist in obtaining accreditations both personally and throughout the business.
o Develop and maintain positive relationships with customers, colleagues and partners.
o Perform annual ACRs.
* Service Delivery
o Ensure excellent customer service is delivered to our customers.
o Coordinate and liaise with other departments to achieve customer satisfaction.
o Ensure that services are delivered according to contractual obligations, SLAs are met, and qualitative and quantitative metrics are achieved.
o Instigate, manage and attend customer review meetings.
o Develop and monitor efficiency and performance indicators.
o Lead a culture of continual service improvement throughout the group.
o Contribute towards on-going cost control activities and actively seek to improve efficiency, reduce operating cost, increase margins and meet budget targets.
o Review engineer spares requirements following the analysis of contracts and usage.
o Ensure stock levels are held to meet demand aligned to trends - liaising with Stores / Part / Engineering Management Teams.
o Maintain a rigorous activity/workstack review and management procedure, minimising backlogs, capturing exceptions and implementing SLA jeopardy management.
o Ensure the call escalation procedures are followed.
o Provide assistance to colleagues across the business wherever required.
* Projects
o Provide support during mobilisation and implementation of new contracts in line with agreed processes.
o Contribute to service design, mobilisation plan execution and acceptance into service artefacts.
o Oversee project delivery for relevant customers.
o Perform the role of project manager for small engagements when required.
o Attend project meetings.
o Maintain and develop business knowledge in area of responsibility/for assigned customers.
o Assume and deliver role of ‘trusted advisor’ for assigned customers.
o Ensure all identified sales opportunities are progressed to a Sales team member.
o Support sales colleagues in customer meetings.
o Review additions to contract and produce/input into Scope of Work documents and service descriptions.
Skills and experience
* Team leadership experience
* Understanding and experience of Service Management practices
* At least ITIL foundation certified
* Strong service attitude and ability to build lasting customer relationships
* Ability to prioritise, multi-task, and perform under pressure
* Identify and own the implementation of service improvement activities
* Experience of managing SLAs and KPIs
* Exceptional interpersonal skills and ability to develop lasting relationships with clients and colleagues
* Experience of working with technical teams, stakeholders and third parties
* Highly organised, able to plan ahead for short to long term objectives
* Strong communication (written and oral) and interpersonal skills
* Experience operating in an ISO accredited environment
* Ability to achieve Security Clearance to NPPV3 and SC Levels
* Negotiation skills and commercial awareness
* Experience developing and maintaining a Service Catalogue and SLAs
* Ability to explain IT solutions to non-technical audiences
All applications to go through Natalie at Kleboe Jardine - nf@kleboejardine.com for a confidential discussion about the opportunity.
Note: All applications to go through Natalie at Kleboe Jardine - nf@kleboejardine.com
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