CCaaS Service Delivery Lead (NICE-CX1) | Flexible/Remote

Hamilton Barnes Associates Limited; Manchester; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Flexible working

Manchester office weekly

TOIL for travel

ITIL certification funded

Career progression path

Collaborative team culture

Job summary

Hamilton Barnes Associates Limited is seeking a Service Delivery Specialist to manage a portfolio of 15-20 CCaaS accounts, focusing on the NICE-CX1 platform. This client-facing role emphasizes building strong stakeholder relationships and proactive service delivery.

The role involves coordinating with technical and operational teams, presenting updates to senior audiences, and traveling nationally (about twice per month) to client sites.

Qualifications

• Demonstrable service delivery experience gained within a MSP environment.
• Cloud and telephony background; not infrastructure or networking SDM role.
• Warm, confident, and outgoing interpersonal style essential for senior stakeholder engagement.
• Full UK driving licence strongly preferred given national travel.

Responsibilities

• Manage a portfolio of 15-20 CCaaS accounts as the primary service delivery contact.
• Build and maintain trusted relationships with client stakeholders up to senior levels.
• Conduct regular service reviews and present performance updates to technical and senior audiences.
• Coordinate across technical and operational teams to meet client SLAs.
• Travel to client sites nationally approximately twice per month.
• Contribute to wider service delivery team objectives and collaboration.

Skills

Service delivery experience

Cloud and telephony background

Interpersonal skills

Full UK driving licence

Job description

Hamilton Barnes Associates Limited is seeking a Service Delivery Specialist to manage a portfolio of 15-20 CCaaS accounts, focusing on the NICE-CX1 platform. This client-facing role emphasizes building strong stakeholder relationships and proactive service delivery.

The role involves coordinating with technical and operational teams, presenting updates to senior audiences, and traveling nationally (about twice per month) to client sites.