Negotiable
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 the management of service governance including ITIL-aligned service management; compilation, interpretation and issuance of performance and activity reports; leadership of continual improvement and service improvement activities for assigned customers; escalation, exceptionand major incident management, and responsibility for the overall quality of services delivered to our customers in line with SLAs and contractual obligations.Main Duties:Line Management ResponsibilityEnsure excellent customer service is deliveredPractice ITIL standards and assist in obtaining accreditations both personally and throughout the businessDevelop and maintain positive relationships with customers, colleagues and partnersService DeliveryEnsure excellent customer service is delivered to our customersCo-ordinate and liaise with other departments to achieve customer satisfactionEnsure that services are delivered according to contractual obligations, SLAs are met, and qualitative and quantitative metrics are achievedInstigate, manage and attend customer review meetingsDevelop and monitor efficiency and performance indicatorsEnsure stock levels are held to meet demand aligned to trends - liaising with Stores / Part / Engineering Management TeamsMaintain a rigorous activity/workstack review and management procedure throughout the group, ensuring that backlogs are minimised, exceptions are captured and SLA jeopardy management is in placeProjectsProvide support during the mobilisation and implementation of new contracts in line with agreed processes.Contribute to service design, execution of mobilisation plan and acceptance into service approach and artefactsOversee project delivery for relevant customersPerform the role of project manager for small engagements when requiredMaintain and develop business knowledge in area of responsibility/for assigned customersAssume and deliver role of ‘trusted advisor’ for assigned customersEnsure all identified sales opportunities are progressed as appropriate to a member of the Sales teamSupport sales colleagues in customer meetingsSkills and experienceUnderstanding and experience of Service Management practices is requiredAt least ITIL foundation certifiedStrong service attitude and aiming to build lasting customer relationshipsBe able to identify and own the implementation of service improvement activitiesExperience of managing SLA’s and KPI’sExperience in problem management and change managementAbility to demonstrate exceptional interpersonal skills and able to develop lasting workingrelationships with clients and colleaguesAbility to analyse data and create reportsHighly organised, able to plan ahead for short to long term objectivesUnderstanding and experience of operating in an ISO accredited environmentAble to achieve Security Clearance to NPPV3 and SC LevelsNegotiation skills and commercial awarenessExperience of developing and maintaining a Service Catalogue and SLAs;Ability to understand and explain IT solutions and issues to a non-technical audience is criticalApply above or reach out to me at [emailprotected] for a confidential discussion about the ..... full job details .....
Negotiable