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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 the management of service governance aligned with ITIL standards; compilation, interpretation and issuance of performance and activity reports; leadership of continual improvement and service enhancement activities; escalation, exception management, and major incident handling; and ensuring the overall quality of services delivered 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 for the business
* Develop and maintain positive relationships with customers, colleagues, and partners
Service Delivery
* Coordinate with other departments to meet customer satisfaction goals
* Ensure services are delivered according to contractual obligations, meeting SLAs and quality metrics
* Lead customer review meetings and monitor performance indicators
* Manage stock levels in collaboration with Stores, Parts, and Engineering Teams
* Maintain activity and workstack reviews to minimize backlogs and manage SLA risks
Projects
* Support mobilisation and implementation of new contracts
* Contribute to service design and project execution
* Oversee project delivery and act as project manager for small engagements
* Maintain business knowledge and act as a trusted advisor to customers
* Support sales activities and customer meetings
Skills and Experience
* Experience with Service Management practices and ITIL certification (minimum Foundation)
* Strong customer service orientation and relationship-building skills
* Ability to implement service improvements and manage SLAs/KPIs
* Experience with problem and change management
* Excellent interpersonal, analytical, and reporting skills
* Organized and capable of planning long-term objectives
* Experience in an ISO environment and ability to obtain Security Clearances
* Negotiation skills and commercial awareness
* Experience with Service Catalogues and explaining IT solutions to non-technical audiences
Apply above or reach out to me at [emailprotected] for a confidential discussion about the opportunity.
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