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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 managing service governance in line with ITIL standards, compiling, interpreting, and issuing performance and activity reports, leading continual and service improvement activities, handling escalations, major incident management, and ensuring the overall quality of services delivered in accordance with SLAs and contractual obligations.
Main Duties:
Line Management Responsibility
* Ensure excellent customer service is delivered
* Practice ITIL standards and assist in obtaining relevant accreditations
* Develop and maintain positive relationships with customers, colleagues, and partners
Service Delivery
* Ensure services are delivered according to contractual obligations, with SLAs met and metrics achieved
* Coordinate with other departments to achieve customer satisfaction
* Manage customer review meetings and monitor performance indicators
* Maintain stock levels to meet demand, liaising with relevant teams
* Manage activity/workstack to minimise backlogs and capture exceptions
Projects
* Support mobilisation and implementation of new contracts
* Contribute to service design and project delivery
* Perform project management for small engagements
* Maintain business knowledge and act as a trusted advisor
* Support sales efforts and customer meetings
Skills and Experience
* Understanding of Service Management practices, with at least ITIL foundation certification
* Strong customer service attitude and relationship-building skills
* Experience managing SLAs, KPIs, problem, and change management
* Excellent interpersonal and analytical skills
* Highly organized with planning abilities
* Experience in an ISO environment and security clearance eligibility
* Negotiation skills and commercial awareness
* Experience developing Service Catalogues and SLAs
* Ability to communicate technical issues to non-technical audiences
Apply above or reach out to me at [emailprotected] for a confidential discussion about the opportunity
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