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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 Team Leader is responsible for managing the Service Management team to ensure the successful delivery and management of services provided to Dacoll’s customers. This role involves planning, organizing, and controlling the team’s service delivery activities as per contractual commitments. Responsibilities include overseeing service governance aligned with ITIL standards, compiling and interpreting performance reports, leading continual and service improvement initiatives, 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 managers, fostering a client-centered, agile, and responsive culture.
* Ensure staff are well-trained and continuously developing to support Dacoll’s clients effectively.
* Deliver excellent customer service.
* Practice ITIL standards and support accreditation efforts.
* Build and maintain positive relationships with customers, colleagues, and partners.
* Conduct annual Appraisals (ACRs).
Service Delivery
* Ensure high-quality service delivery to customers.
* Coordinate with other departments to achieve customer satisfaction.
* Meet contractual obligations, SLAs, and performance metrics.
* Manage customer review meetings.
* Develop and monitor performance indicators.
* Promote continual service improvement.
* Support cost control, efficiency, and margin improvement initiatives.
* Review engineer spares requirements and manage stock levels.
* Maintain activity/workstack reviews to minimize backlogs and SLA jeopardy.
* Follow call escalation procedures.
* Assist colleagues as needed.
Projects
* Support the mobilisation and implementation of new contracts.
* Contribute to service design and mobilisation plans.
* Oversee project delivery for relevant customers.
* Lead small projects as a project manager when required.
* Participate in project meetings.
* Maintain business knowledge and act as a trusted advisor for customers.
* Identify and progress sales opportunities.
* Support sales teams in customer meetings.
* Review contract additions and produce Scope of Work documents.
Skills and Experience
* Leadership experience in a team environment.
* Knowledge of Service Management practices, preferably ITIL certified.
* Strong customer service orientation.
* Ability to prioritize and multitask under pressure.
* Experience managing SLAs and KPIs, problem and change management.
* Excellent interpersonal, communication, and report analysis skills.
* Experience in ISO environments and security clearance requirements.
* Negotiation skills and commercial awareness.
* Experience developing Service Catalogues and SLAs.
* Ability to explain technical issues to non-technical audiences.
* Decisiveness and composure in crises.
Apply above or reach out to me at [emailprotected] for a confidential discussion about the opportunity.
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