Social network you want to login/join with:
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 and interpreting performance reports, leading continual and service improvement activities, handling escalations and major incident management, and ensuring the overall quality of services 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
* Coordinate with other departments to meet customer satisfaction
* Ensure services are delivered according to contractual obligations and SLAs
* Manage customer review meetings and monitor performance indicators
* Maintain stock levels aligned with demand and trends
* Manage activity/workstack and ensure SLA compliance
Projects
* Support mobilisation and implementation of new contracts
* Contribute to service design and delivery of mobilisation plans
* Oversee project delivery and act as project manager for small engagements
* Maintain business knowledge and act as a trusted advisor for customers
* Identify and progress sales opportunities, supporting sales meetings
Skills and Experience
* Experience with 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 skills and data analysis abilities
* Highly organized with planning skills for short and long-term objectives
* Experience in an ISO environment and ability to obtain Security Clearances
* Negotiation, commercial awareness, and service catalogue development skills
* 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
#J-18808-Ljbffr