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Service Delivery Team Lead, Crawley, West Sussex
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 management team, fostering a client-centered, agile, and responsive culture.
* Provide regular training and support for staff development.
* Ensure delivery of excellent customer service.
* Implement ITIL standards and support accreditation efforts.
* Maintain positive relationships with customers, colleagues, and partners.
* Conduct annual appraisals.
Service Delivery
* Ensure high-quality service delivery according to contractual obligations and SLAs.
* Coordinate with other departments to achieve customer satisfaction.
* Lead customer review meetings and develop performance indicators.
* Promote continuous service improvement and cost efficiency.
* Manage stock levels and activity review procedures to minimize backlogs and SLA risks.
Projects
* Support the mobilisation and implementation of new contracts.
* Oversee project delivery and act as project manager for small engagements.
* Participate in project meetings and maintain business knowledge.
* Act as a trusted advisor for assigned customers.
* Assist sales teams in customer meetings and contract scope reviews.
Skills and Experience
* Proven team leadership experience.
* Knowledge of Service Management practices, ITIL certification (minimum foundation).
* Strong customer service orientation and relationship-building skills.
* Ability to prioritize, multitask, and work under pressure.
* Experience managing SLAs, KPIs, problem, and change management.
* Excellent interpersonal, communication, and analytical skills.
* Experience working in ISO environments and with security clearances.
* Negotiation skills and commercial awareness.
* Experience developing Service Catalogues and SLAs.
* Ability to explain technical issues to non-technical audiences.
* Decisiveness and calmness in crises.
Interested candidates should apply or contact me at [emailprotected] for a confidential discussion about this opportunity.
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