Negotiable
Overview
Dacoll Ltd. is a UK-based managed ICT services provider delivering technology solutions and support since 1969. The company specialises in managed IT services, secure cloud solutions, IT asset management, and project-based consultancy. Headquartered in Scotland, Dacoll serves sectors including retail, commercial, public sector, and public safety, with a focus on operational excellence and security.RoleThe Service Delivery Manager (SDM) is responsible for the successful delivery and management of services provided to Dacoll Group customers. The SDM plans, organises and controls all service delivery activities contractually committed to their assigned customers. This includes service governance (ITIL-aligned service management), compilation and interpretation of performance and activity reports, leadership of continual service improvement, escalation and major incident management, and ensuring overall service quality aligns with SLAs and contractual obligations.Main Duties
Line Management ResponsibilityEnsure excellent customer service is deliveredPractice ITIL standards and assist in obtaining accreditations for the individual and the businessDevelop and maintain positive relationships with customers, colleagues and partnersService DeliveryEnsure excellent customer service is delivered to customersCoordinate with other departments to achieve customer satisfactionDeliver services according to contractual obligations, meet SLAs, and achieve qualitative and quantitative metricsInitiate, manage and attend customer review meetingsDevelop and monitor efficiency and performance indicatorsMaintain stock levels to meet demand, liaising with Stores / Parts / Engineering Management TeamsMaintain a rigorous activity/workstack review and management procedure, minimise backlogs, capture exceptions and manage SLA jeopardyProjectsProvide support during mobilisation and implementation of new contracts in line with agreed processesContribute to service design, mobilisation plan execution and service acceptanceOversee project delivery for assigned customersPerform a project manager role for small engagements when requiredMaintain knowledge of responsibilities for assigned customers and act as trusted advisorEnsure identified sales opportunities are progressed with SalesSupport sales colleagues in customer meetingsSkills and ExperienceUnderstanding and experience of Service Management practicesITIL Foundation certified (or equivalent)Strong service attitude and ability to build lasting customer relationshipsIdentify and implement service improvement activitiesExperience in managing SLAs and KPIsExperience in problem management and change managementExceptional interpersonal skills and ability to develop lasting working relationships with clients and colleaguesAbility to analyse data and create reportsHighly organised with the ability to plan ahead for short- to long-term objectivesUnderstanding and experience of operating in an ISO-accredited environmentAbility to obtain Security Clearance to NPPV3 and SC LevelsNegotiation skills and commercial awarenessExperience in developing and maintaining a Service Catalogue and SLAsAbility to explain IT solutions and issues to non-technical audiencesHow to ApplyAll applications should be directed through Natalie at Kleboe Jardine (nf@kleboejardine.com) for a confidential discussion about the opportunity.All applications to go through Natalie at Kleboe Jardine - nf@kleboejardine.comSeniority level
Mid-Senior levelEmployment type
Full-timeJob function
General Business, Management, and Information TechnologyIndustries: IT Services and IT Consulting, IT System Operations and Maintenance, Information ServicesNote: Referrals may increase your chances of ..... full job details .....
Negotiable