Service Delivery Specialist

We’re looking for a driven and motivated Service Delivery Specialist to join the DigiTickets family, working within our EPOS Systems division based in Swansea. EPOS Systems specialises in the retail and food & beverage sectors, delivering intuitive, reliable, and scalable technology that empowers customers to operate efficiently. As a member of our Service Delivery team, you'll be responsible for ensuring our clients receive exceptional service at every touchpoint of their experience with EPOS Systems. You'll be expected to be highly organised, manage multiple priorities and client expectations - with a smile on your face and a spring in your step! Our willingness to go the extra mile has been a key driver of our growth over the past decade. We don't just answer the phone or emails in a machine-like manner - we work hard to build relationships and to exceed expectations, rather than simply meeting them.

Key responsibilities

Support & Service Delivery

• Deal with inbound phone calls and support tickets swiftly and professionally.

• Take ownership of support cases by seeing them through to conclusion.

• Keep clients fully informed of progress at all stages.

• Troubleshoot hardware and software issues, collaborating with technical teams as needed.

• Build strong relationships with clients to ensure satisfaction and long-term retention.

• Contribute to shared team knowledge and documentation.

Implementation

• Configure EPOS systems, including product setup, inventory structures, menus, pricing, and integrations.

• Conduct remote or onsite installations, including payment terminals (PDQs)

• Train end-users and client teams on EPOS features and best practices.

• Ensure seamless go-live transitions with minimal disruption to client operations.

What We’re Looking For

Essential

• Experience in EPOS, retail technology, hospitality systems, or similar SaaS/tech environments.

• Knowledge of networking fundamentals and hardware peripherals.

• Strong analytical and troubleshooting abilities.

• Excellent communication and stakeholder management skills.

• Previous experience in a service delivery or implementation-focused role.

• Confidence in conducting training sessions and leading customer-facing discussions.

• Full Clean Driving Licence

Desirable

• ICR Touch Experience

• Solid understanding of retail or F&B operational workflows.

• Experience with integrations (payment systems, stock management, CRM, accounting platforms).

We offer support from 08:00 to 20:00, 7 days per week. Shifts will be a mix of mornings, lates and weekends, working 37.5 hours per week.

This will be a hybrid of office and remote working. Core hours are office-based, evenings and weekends are remote.

What We Offer

• Salary £27k - £32k depending on experience

• 25 days holiday pro rata, plus Bank Holidays, with time in lieu for any Bank Holidays worked (Bank holidays are worked on a rotational basis)

• Nest Pension scheme

• Discretionary company bonus

• Company and department events throughout the year

• Annual training budget, to support your personal development