Were looking for a Service Desk Manager to lead our front-line support team and help drive exceptional service delivery across our business. As Service Desk Manager , you'll lead a team of skilled service desk analysts and engineers, ensuring the delivery of timely, effective, and customer-focused support to our clients. … Youll play a critical role in maintaining service excellence, managing SLAs, and driving continuous improvement across our IT support functions. Key Responsibilities: Lead and manage the Service Desk team, including recruitment, training, performance management, and development Act as an escalation point for complex technical or customer issues Monitor performance against SLAs and KPIs; implement service improvements where … required Drive a culture of ownership, accountability, and customer-first thinking Work closely with technical teams to ensure effective handovers and resolution of incidents Own the service desk toolset, ensuring effective ticket management and reporting Produce regular service performance reports for internal stakeholders and clients Support ITIL-aligned processes (incident, problem, change) Collaborate with account managers and project More ❯
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: Line Management Responsibility 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 More ❯
with our clients to help in achieving their goals. About the role: Act as the primary contact and ensure the highest levels of customer satisfaction is maintained Preparation of Service Reports and customer presentations Organise regular Customer Service Reviews and meetings Retain accurate documentation in adherence to the Sword Quality Management System Act as customer point of contact … for designated accounts Support Event Management requirements when required Support the Incident Manager role for all major Incidents impacting the allocated customer base Demonstrate a strong sense of urgency in meeting customer needs SLA Management Liaise with Sword operational support to ensure SLA objectives are achieved ITIL focused Previous experience in an admin and/or people management More ❯
Our client is experiencing expansion as part of a multi-billion-pound investment programme. The organisation is strengthening its Operational Technology (OT) capabilities to support critical infrastructure and meet growing demand across the UK. This is a senior leadership position More ❯
Financial Services - Data Manager - Scotland (Glasgow or Edinburgh, 2/3 days a week) Were looking for a Data Manager to join our Financial Services Technology, Data & Resilience team. In this role, youll help leading banks and insurers modernise their data capabilities, strengthen governance, and navigate evolving regulations like Solvency II, IFRS 17, and BCBS239 . More ❯
Financial Services - Data Manager - Scotland (Glasgow or Edinburgh, 2/3 days a week) Were looking for a Data Manager to join our Financial Services Technology, Data & Resilience team. In this role, youll help leading banks and insurers modernise their data capabilities, strengthen governance, and navigate evolving regulations like Solvency II, IFRS 17, and BCBS239 . More ❯
