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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 the Service Management team in 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 managing service governance aligned with ITIL standards, compiling and interpreting performance reports, leading continual and service improvement activities, handling 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 supported through regular training and continuous development.
* Deliver excellent customer service.
* Practice ITIL standards and support accreditation efforts.
* Develop positive relationships with customers, colleagues, and partners.
* Perform annual Appraisal and Career Reviews (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.
* Lead customer review meetings and develop performance indicators.
* Promote a culture of continual service improvement.
* Contribute to cost control, efficiency improvements, and margin increases.
* Review engineer spares requirements and manage stock levels.
* Maintain activity/workstack reviews, minimize backlogs, and manage SLA jeopardy.
* Follow call escalation procedures and support colleagues as needed.
Projects
* Support mobilisation and implementation of new contracts.
* Contribute to service design and project delivery, including acting as project manager for small engagements.
* Attend project meetings and maintain business knowledge.
* Act as a ‘trusted advisor’ for assigned customers.
* Identify and progress sales opportunities.
* Support sales meetings and review contract additions.
* Develop Scope of Work documents and service descriptions.
Skills and Experience
* Leadership experience in a team environment.
* Knowledge of Service Management practices, with at least ITIL Foundation certification.
* Strong customer service attitude and relationship-building skills.
* Ability to prioritize, multitask, and perform under pressure.
* Experience managing SLAs and KPIs, problem and change management.
* Excellent interpersonal, communication, and analytical skills.
* Experience in ISO environments and security clearance (NPPV3 and SC Levels).
* Negotiation skills and commercial awareness.
* Experience developing Service Catalogues and SLAs.
* Ability to explain technical issues to non-technical audiences.
* Decisive and calm in crises.
Apply above or reach out to me at [emailprotected] for a confidential discussion about the opportunity.
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