Service Delivery Manager

Kleboe Jardine Ltd; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A UK-based managed ICT services provider is seeking a Service Delivery Manager responsible for ensuring successful delivery and management of services to customers. This role involves overseeing service governance, managing service levels, and improving service delivery. Ideal candidates will have strong experience in service management practices, hold an ITIL Foundation certification, and be skilled in building lasting customer relationships. Strong organizational and interpersonal skills are essential for success in this critical position.

Qualifications

• Understanding and experience of Service Management practices.
• Strong service attitude and relationship-focused.
• Ability to manage SLAs and KPIs effectively.

Responsibilities

• Manage service delivery activities for assigned customers.
• Ensure compliance with SLAs and contractual obligations.
• Oversee project delivery and customer satisfaction.

Skills

Service Management practices

ITIL foundation certification

Customer relationship building

SLA and KPI management

Problem management

Interpersonal skills

Data analysis

Organizational skills

ISO accredited environment experience

Security Clearance to NPPV3 and SC Levels

Education

ITIL Foundation Certification

Job description

All applications to go through Natalie at Kleboe Jardine - [e-mail]

Dacoll Ltd. is a UK-based managed ICT services provider that has been 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 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, 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

• 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

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
• 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

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

Sales

• 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

Skills and experience

Essential

• Understanding and experience of Service Management practices is required
• At least ITIL foundation certified
• Strong service attitude and aiming to build lasting customer relationships
• Be able to identify and own the implementation of service improvement activities
• Experience of managing SLA’s and KPI’s
• Experience in problem management and change management
• Ability to demonstrate exceptional interpersonal skills and able to develop lasting working relationships with clients and colleagues
• Ability to analyse data and create reports
• Highly organised, able to plan ahead for short to long term objectives
• Understanding and experience of operating in an ISO accredited environment
• Able to achieve Security Clearance to NPPV3 and SC Levels

We are looking for candidates with experience working for service providers through system integrators and tier 1 providers to the public sector.

Apply above or reach out to me at [e-mail] for a confidential discussion about the opportunity.