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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. The SDM TL will plan, organize, and control the team’s service delivery activities as per contractual commitments. This includes overseeing service governance aligned with ITIL standards, compiling and interpreting performance reports, leading continual and service improvement activities, managing escalations and major incidents, and ensuring the overall quality of services delivered in accordance 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 supported through regular training and development.
* Deliver excellent customer service.
* Practice ITIL standards and assist in obtaining relevant certifications.
* Maintain positive relationships with customers, colleagues, and partners.
* Conduct annual appraisals.
Service Delivery
* Ensure high-quality service delivery to customers.
* Coordinate with other departments to achieve customer satisfaction.
* Ensure services meet contractual obligations, SLAs, and performance metrics.
* Lead customer review meetings and develop performance indicators.
* Promote continual service improvement.
* Support cost control activities, efficiency improvements, and budget targets.
* Review engineer spares requirements and ensure stock levels meet demand.
* Manage activity/workstack to minimize backlogs and SLA jeopardy.
* Follow call escalation procedures.
* Assist colleagues as needed.
Projects
* Support mobilisation and implementation of new contracts.
* Contribute to service design and project delivery.
* Manage small projects when required.
* Participate in project meetings and maintain business knowledge.
* Act as a trusted advisor for customers.
* Identify and pursue sales opportunities.
* Support sales activities and review contract changes.
* Contribute to scope of work documents and service descriptions.
Skills and Experience
* Experience in team leadership.
* Knowledge of Service Management practices; ITIL foundation certification required.
* Strong service orientation and relationship-building skills.
* Ability to prioritize and perform under pressure.
* Experience managing SLAs and KPIs, problem and change management.
* Excellent interpersonal, communication, and report analysis skills.
* Experience in operating within ISO environments and security clearance requirements.
* Negotiation skills and commercial awareness.
* Experience developing Service Catalogues and SLAs.
* Ability to communicate technical issues to non-technical audiences.
* Decisive and calm in crisis situations.
Apply above or reach out to me at [emailprotected] for a confidential discussion about the opportunity.
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