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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 aligned with ITIL standards, compiling, interpreting, and issuing performance and activity reports, leading continual and service improvement activities, handling escalations, major incidents, and ensuring overall service quality 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
* Develop and maintain positive relationships with customers, colleagues, and partners
Service Delivery
* Ensure delivery of excellent customer service
* Coordinate with other departments to achieve customer satisfaction
* Deliver services according to contractual obligations, meet SLAs, and achieve performance metrics
* Lead and attend customer review meetings
* Develop and monitor efficiency and performance indicators
* Manage stock levels in coordination with Stores, Parts, and Engineering Teams
* Maintain activity/workstack reviews, minimize backlogs, and manage SLA jeopardy
Projects
* Support mobilization and implementation of new contracts
* Contribute to service design, mobilization plans, and acceptance processes
* Oversee project delivery for relevant customers
* Manage small projects when required
* Maintain business knowledge and act as a trusted advisor
* Identify and progress sales opportunities with the Sales team
* Support sales activities and customer meetings
Skills and Experience
* Understanding of Service Management practices, with at least ITIL foundation certification
* Strong customer service orientation and relationship-building skills
* Experience in managing SLAs, KPIs, problem, and change management
* Exceptional interpersonal skills and data analysis abilities
* Highly organized with planning skills for short and long-term objectives
* Experience in an ISO environment and ability to achieve Security Clearance to NPPV3 and SC Levels
* Negotiation skills and commercial awareness
* Experience in developing Service Catalogues and SLAs
* Ability to communicate IT 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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