Overview
Dacoll Ltd. is a UK-based managed ICT services provider delivering technology solutions and support since 1969. The company specialises in managed IT services, secure cloud solutions, IT asset management, and project-based consultancy. Headquartered in Scotland, Dacoll serves sectors including retail, commercial, public sector, and public safety, with a focus on operational excellence and security.
Role
The Service Delivery Manager (SDM) is responsible for the successful delivery and management of services provided to Dacoll Group customers. The SDM plans, organises and controls all service delivery activities contractually committed to their assigned customers. This includes service governance (ITIL-aligned service management), compilation and interpretation of performance and activity reports, leadership of continual service improvement, escalation and major incident management, and ensuring overall service quality aligns with SLAs and contractual obligations.
Main Duties
Line Management Responsibility
* Ensure excellent customer service is delivered
* Practice ITIL standards and assist in obtaining accreditations for the individual and the business
* Develop and maintain positive relationships with customers, colleagues and partners
Service Delivery
* Ensure excellent customer service is delivered to customers
* Coordinate with other departments to achieve customer satisfaction
* Deliver services according to contractual obligations, meet SLAs, and achieve qualitative and quantitative metrics
* Initiate, manage and attend customer review meetings
* Develop and monitor efficiency and performance indicators
* Maintain stock levels to meet demand, liaising with Stores / Parts / Engineering Management Teams
* Maintain a rigorous activity/workstack review and management procedure, minimise backlogs, capture exceptions and manage SLA jeopardy
Projects
* Provide support during mobilisation and implementation of new contracts in line with agreed processes
* Contribute to service design, mobilisation plan execution and service acceptance
* Oversee project delivery for assigned customers
* Perform a project manager role for small engagements when required
* Maintain knowledge of responsibilities for assigned customers and act as trusted advisor
* Ensure identified sales opportunities are progressed with Sales
* Support sales colleagues in customer meetings
Skills and Experience
* Understanding and experience of Service Management practices
* ITIL Foundation certified (or equivalent)
* Strong service attitude and ability to build lasting customer relationships
* Identify and implement service improvement activities
* Experience in managing SLAs and KPIs
* Experience in problem management and change management
* Exceptional interpersonal skills and ability to develop lasting working relationships with clients and colleagues
* Ability to analyse data and create reports
* Highly organised with the ability to plan ahead for short- to long-term objectives
* Understanding and experience of operating in an ISO-accredited environment
* Ability to obtain Security Clearance to NPPV3 and SC Levels
* Negotiation skills and commercial awareness
* Experience in developing and maintaining a Service Catalogue and SLAs
* Ability to explain IT solutions and issues to non-technical audiences
How to Apply
All applications should be directed through Natalie at Kleboe Jardine (nf@kleboejardine.com) for a confidential discussion about the opportunity.
All applications to go through Natalie at Kleboe Jardine - nf@kleboejardine.com
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* General Business, Management, and Information Technology
* Industries: IT Services and IT Consulting, IT System Operations and Maintenance, Information Services
Note: Referrals may increase your chances of interviewing.
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