Service Delivery Specialist - Systems Integrator

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.

Don’t miss out on this exciting opportunity and apply today!

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 audiences
• Proactively identifying and resolving service issues before they escalate
• 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)