Service Delivery Team Lead

All applications to go through Natalie at Kleboe Jardine – nf@kleboejardine.com

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, organise and control the teams 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, exception and 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 Responsibility

• Team Development and Leadership: Lead, mentor, and develop the team of service delivery managers, fostering a client-centered, agile, and responsive culture.
• Ensure that staff are well-equipped to support Dacoll’s clients through regular training and a commitment to continuous development.
• Ensure excellent customer service is delivered.
• Practice ITIL standards and assist in obtaining accreditations both personally and throughout the business.
• Develop and maintain positive relationships with customers, colleagues and partners.
• Perform annual ACR’s.

Service Delivery

• Ensure excellent customer service is delivered to our customers.
• Co-ordinate and liaise with other departments to achieve customer satisfaction.
• Ensure that services are delivered according to contractual obligations, SLAs are met, and qualitative and quantitative metrics are achieved.
• Instigate, manage and attend customer review meetings.
• Develop and monitor efficiency and performance indicators.
• Lead a culture of continual service improvement throughout the group.
• Contribute towards on-going cost control activities and actively seek to improve efficiency, reduce operating cost, increase margins and meet budget targets.
• Review engineer spares requirements following the analysis of contracts (new and existing) and usage.
• Ensure stock levels are held to meet demand aligned to trends – liaising with Stores / Part / Engineering Management Teams.
• Maintain 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 place.
• Ensure the call escalation procedures are followed.
• Provide assistance to colleagues across the business wherever required.

Projects

• Provide 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 artefacts
• Oversee project delivery for relevant customers
• Perform the role of project manager for small engagements when required
• Attend project meetings

Sales

• Maintain and develop business knowledge in area of responsibility/for assigned customers
• Assume and deliver role of ‘trusted advisor’ for assigned customers
• Ensure all identified sales opportunities are progressed as appropriate to a member of the Sales team
• Support sales colleagues in customer meetings
• Review additions to contract
• Produce, or input into Scope of Work documents and service descriptions

Skills and experience

Essential

• Team leadership experience
• Understanding and experience of Service Management practices is required
• At least ITIL foundation certified
• Strong service attitude and aiming to build lasting customer relationships
• Ability to prioritize, multi-task, and perform effectively under pressure
• Be able to identify and own the implementation of service improvement activities
• Experience of managing SLA’s and KPI’s
• Ability to demonstrate exceptional interpersonal skills and able to develop lasting working relationships with clients and colleagues
• Experience of establishing strong working relationships with technical teams, stakeholders and third parties;
• Highly organised, able to plan ahead for short to long term objectives
• Strong communication (written and oral) and interpersonal skills
• Understanding and experience of operating in an ISO accredited environment
• Able to achieve Security Clearance to NPPV3 and SC Levels

Desirable:

• Project management experience
• Negotiation skills and commercial awareness
• Experience of developing and maintaining a Service Catalogue and SLAs;
• Ability to understand and explain IT solutions and issues to a non-technical audience is critical

Apply above or reach out to me at nf@kleboejardine.com for a confidential discussion about the opportunity

All applications to go through Natalie at Kleboe Jardine – nf@kleboejardine.com