Service Delivery Specialist - Systems Integrator

Hamilton Barnes Associates Limited; Manchester; On-site; 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

Ready to take the next step in your career?

Join a technology and managed services provider delivering transformation solutions across AI, data, cybersecurity, networking, and service design. The organisation helps customers improve performance through specialist expertise, innovative technology, and outcome-focused solutions.

This company is seeking a Service Delivery Specialist to manage a portfolio of CCaaS clients, with a focus on the NICE-CX1 platform. This client-facing role involves building strong stakeholder relationships, supporting service delivery, and working proactively with customers while collaborating within a team focused on long-term development and growth.

Responsibilities:

• Managing a portfolio of 15-20 CCaaS accounts as the primary point of contact for service delivery
• Building and maintaining strong, trusted relationships with client stakeholders up to senior level
• Conducting regular service reviews and presenting performance updates to technical and senior audiencesProactively identifying and resolving service issues before they escalation
• Coordinating internally across technical and operational teams to ensure client SLAs are consistently met
• Travelling to client sites nationally as required, approximately twice per month
• Contributing to the wider service delivery team's objectives and collaborative ways of working

Skills/Must Have:

• Demonstrable service delivery experience gained within a Managed Service Provider (MSP) environment
• Cloud and telephony background - this is not an infrastructure or networking SDM role
• Warm, confident, and outgoing interpersonal style - the ability to build rapport quickly and present to senior stakeholders is essential
• Full UK driving licence strongly preferred given the national travel requirement

Desirable Skills:

• Direct experience with the NICE-CX1 platform - a significant advantage and may support a salary above the standard range
• Experience with other CCaaS platforms such as 8x8
• ITIL certification or strong working knowledge of ITIL methodology (certification fully funded by the business for the right candidate)

Benefits:

• £40,000-£45,000 salary, with flex available for the right candidate
• Flexible working - Manchester office once per week, with remote working for the remainder
• TOIL provided for any out-of-hours travel
• ITIL certification funded where not already held
• Joining a 7-person team with a proven internal progression pathway - from Specialist to Team Leader to Manager
• A genuinely collaborative, people-first team culture

Salary:

• £40,000-£45,000 (dependent on experience)