Delivery and Contract Manager

Ticketer; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading ticketing technology firm in the UK is seeking a Delivery and Contract Manager to oversee customer projects and ensure service excellence. The ideal candidate will have experience in project management, communication skills, and a background in SaaS or technology sectors. You will collaborate with cross-functional teams, lead contract management, and drive service improvements, all while working in a supportive remote environment.

Benefits

Private Health Insurance

Mental Health Support

Annual wellbeing allowance

25 days of annual leave

Remote working environment

Qualifications

• Proven experience in delivery, project management, or implementation roles (preferably in SaaS, transport, or technology sectors).
• Strong organizational skills and attention to detail.
• Comfortable with leading UAT and managing multiple stakeholders.

Responsibilities

• Lead end-to-end delivery of customer projects, ensuring scope, timelines, and quality are met.
• Maintain detailed understanding of all customer contracts, including SLAs.
• Chair regular customer service reviews to assess performance and delivery quality.

Skills

Delivery management experience

Project management

SaaS experience

Strong communication

Organizational skills

Agile methodologies

Job description

About Ticketer

Ticketer has grown to become the UK’s market leader in smart electronic ticketing technology across the public transport sector. Our software enables passengers to use the latest payment technologies, whilst providing operators with real-time performance insights to improve efficiency, service levels, and profitability.

Delivery and Contract Manager

We are looking for a Delivery and Contract Manager who will be responsible for leading the successful delivery of customer projects and ensuring ongoing contractual and service excellence. This role bridges the gap between project delivery, customer success, and commercial management — ensuring our customers receive value through seamless delivery, clear communication, and well‑managed contracts. The D&CM will also lead some internal projects working with various internal stakeholders.

Key Responsibilities

Customer Delivery

• Lead end‑to‑end delivery of customer projects, ensuring scope, timelines, and quality are met.
• Coordinate cross‑functional teams - including Product, Engineering, Operations, and Customer Support - to achieve project goals.
• Develop and maintain project plans, status reports, and risk registers.
• Manage onboarding and handover between Sales and Delivery to ensure a smooth transition.
• Maintain delivery discipline through structured governance, reporting, and change control processes.

Contract management

• Maintain detailed understanding of all customer contracts, including SLAs, deliverables, and obligations.
• Ensure all delivery and support activities align with contractual terms and customer expectations.
• Lead internal reviews of contract performance and proactively identify risks or deviations.
• Manage contract changes, variations, renewals, and extensions in collaboration with commercial and legal teams.
• Support commercial discussions and contract negotiations, ensuring mutual value and compliance.

Service reviews and Customer Engagement

• Chair regular customer service reviews to assess performance, delivery quality, and service improvements.
• Present KPIs, project outcomes, and improvement plans to customers and stakeholders.
• Capture and communicate customer feedback internally to drive continuous improvement.
• Identify opportunities for account growth through enhanced service or product offerings.

Internal Collaboration and Change requests

• Act as the focal point for customer change requests - assessing commercial, technical, and operational impacts.
• Work closely with internal stakeholders to scope, price, and approve changes in line with governance.
• Ensure all stakeholders are informed and aligned throughout delivery and change lifecycles.

The ideal candidate will have/is

• Proven experience in delivery, project management, or implementation roles (preferably in SaaS, transport, or technology sectors)
• A confident communicator who can act as the voice of the business to customers
• Comfortable leading UAT, go‑live support, and managing multiple stakeholders
• Strong organisational skills and attention to detail
• Able to juggle multiple initiatives and stay calm under pressure
• Familiarity with agile methodologies and project tracking tools

Why Join us?

• You’ll be joining a business that’s leading digital transformation within the transport sector
• You will collaborate with cross‑functional teams in shaping how we deliver, and thrive working in a fast‑paced, customer‑focused environment
• Our culture is built around wellbeing and support. You will have access to Private Health Insurance, Mental Health Support, and an annual wellbeing allowance to spend on what matters most to you. We also provide financial protection, including income protection and life insurance, for added peace of mind.
• You’ll enjoy 25 days of annual leave (which increases with service), three half‑day Summer Fridays, and your birthday off to celebrate.
• We offer a remote working environment that empowers you to do your best work – wherever that may (as long as it’s UK‑based!)
• And that’s not all – we have a few more great benefits we can’t wait to share with you!