Our client Dacoll Ltd. is a UK-based managed ICT services provider that has been delivering technology solutions and support since 1969. 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.
The company specializes in managed IT services, secure cloud solutions, IT asset management, and project-based consultancy. With a commitment to quality and compliance, Dacoll’s operations are ISO9001 (Quality) and ISO27001 (Information Security) certified, ensuring a high standard of service that includes a 24/7/365 service desk, bonded warehouse and UK wide field support.
As a vendor-agnostic provider, Dacoll selects the most suitable technology solutions for each client, supporting everything from cloud transformations to large-scale hardware deployments across the UK. Their customer-centric approach and extensive experience in ITIL and project management ensure they can scale quickly and adapt to dynamic client requirements
Role Overview:
The Head Service management & Operations will lead Dacoll’s Managed ICT Services functions, focusing on delivering and optimizing end-to-end services that align with the company's high standards in security, reliability, and client satisfaction. This leadership role requires a proactive, driven approach to Service management and the delivery of services including consultancy, project management, service desk, secure cloud solutions, IT asset management and support services.
Key Responsibilities:
* Strategic Leadership in ICT Services : Drive the evolution of Dacoll’s managed services by integrating new technology, optimizing service processes, and ensuring adherence to ISO9001 and ISO27001 standards for quality and information security. Support the company's cloud transformation initiatives by advising on secure, cost-effective cloud migration strategies.
* Operational Excellence : Oversee the day-to-day operations of Dacoll’s service desks, ensuring seamless service delivery that meets SLAs across a 24/7/365 support structure. Coordinate incident management, resource allocation, and continuous improvement to ensure Dacoll remains a trusted ICT partner for its clients in sectors including retail, public safety, and utilities.
* Service Delivery and Client Engagement : Oversee for clients, the fostering of strong relationships, understanding business requirements, and ensuring the responsiveness and reliability of Dacoll's services. Collaborate with service managers to maintain service quality and address client needs effectively.
* Team Development and Leadership : Lead, mentor, and develop a team of service and operations 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.
* Innovation and Value Maximization : Spearhead initiatives that provide cost-effective, tailored solutions for clients, particularly through agile project methodologies and vendor-agnostic technology recommendations.
Skills and Qualifications:
* Proven experience in ICT service delivery, ideally within managed services or secure environments.
* Expertise in ITIL and project management (e.g., PRINCE2, Agile), with a strong track record of achieving operational efficiencies.
* Demonstrated capability in client engagement, business development,
* Team leadership, along with a commitment to quality and compliance standards.
* NPPV with SC required
* BPSS Clearance required
This role will suit a people leader who combines technical acumen, client-centered service innovation, and operational discipline to drive forward Dacoll's reputation as a leading managed ICT services provider in the UK.
Apply above or reach out to me on 07435 049218 or at ak@kleboejardine.com for a confidential discussion about the opportunity