At a Glance
- Tasks: Manage CCaaS client accounts and build strong relationships with stakeholders.
- Company: Dynamic tech and managed services provider focused on transformation solutions.
- Benefits: Competitive salary, flexible working, and funded ITIL certification.
- Other info: Opportunities for career progression in a people-first culture.
- Why this job: Join a collaborative team and make a real impact in service delivery.
- Qualifications: Experience in service delivery within an MSP environment and strong interpersonal skills.
The predicted salary is between 40000 - 45000 £ per year.
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 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)
Service Delivery Specialist - Systems Integrator in Manchester employer: Hamilton Barnes Associates Limited
Hamilton Barnes Associates Limited is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London. With a focus on employee growth, we provide ample opportunities for professional development and skill enhancement, particularly in cutting-edge areas like network automation and cloud technologies. Our competitive salary package and commitment to solving complex engineering challenges make us an attractive choice for talented individuals seeking meaningful and rewarding careers.
Contact Details:
Hamilton Barnes Associates Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Specialist - Systems Integrator in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hamilton Barnes Associates Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hamilton Barnes Associates Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Specialist - Systems Integrator in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hamilton Barnes Associates Limited:Your cover letter is your chance to shine! Tell us why you want to work at Hamilton Barnes Associates Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hamilton Barnes Associates Limited!
How to prepare for a job interview at Hamilton Barnes Associates Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
