Service Delivery and Implementation Manager / Consultant

Location: UK Midlands

Work Style: UK Homeworking / Remote, with frequent working at customer sites in East, South, West and North Midlands).

Salary Range: £40,000 – £60,000 per annum (depending on experience).

Performance Bonus: Up to 10% depending on business and personal performance.

About Tracker

Tracker is a fast-growing SaaS company at the forefront of garment personalisation technology. Our powerful platform enables embroidery and print businesses to work smarter, faster, and at scale. As we expand in the UK and in the US, and continue to develop our existing customer base, we are investing in strengthening our service delivery, implementation, and customer success capabilities.

Our platform supports customers across warehouse management, production workflows, and garment decoration operations, helping them to streamline processes, improve efficiency, and unlock measurable business value.

We are a supportive, agile, and customer-first team. We take pride in creating tangible value for our customers, learning and improving continuously, and celebrating our success together.

About the Role

The Service Delivery and Implementation Manager / Consultant is a pivotal role in ensuring customers gain maximum value from the Tracker platform. You will lead the implementation of our Tracker SaaS solution for new clients, while also managing ongoing service delivery and improvement for existing ones.

To succeed, you must be comfortable travelling to customer sites across the Midlands. You will therefore need your own transport and a clean, full UK driving licence.

This is both a hands-on delivery and consultancy role. You will:

• Oversee platform onboarding, from scoping and configuration through to training and go-live.
• Operate and govern customer service delivery, ensuring SLAs, reporting, and service reviews are consistently achieved.
• Act as a consultant and trusted advisor, helping customers embed Tracker into their business operations and optimise their processes.
• Build and maintain deep knowledge of each customer’s business to ensure adoption, value realisation, and long-term success.
• Lead escalations and problem resolution when critical issues arise, maintaining customer confidence and satisfaction.
• Drive continuous improvement, working with internal teams and customers to enhance service quality and operational maturity.

This role bridges implementation, service management, consultancy, and customer success. It ensures customers not only adopt Tracker but also thrive with it.

Key Accountabilities

• Service Delivery and Governance: Implement and operate pre-agreed SLAs. In conjunction with the Service Desk Manager, set up and embed the service management framework.
• Service Reporting: Produce and present service delivery reports, including ticket analysis, incident performance, SLA attainment, change and service improvements.
• Change Management Input: Capture customer requirements for change and present these to the Change Manager for assessment, prioritisation, and governance.
• Escalation Leadership: Act as the single point of contact for escalations and major problem resolution when required.
• Implementation Delivery: Lead the end-to-end implementation of the Tracker SaaS platform, ensuring delivery on time, in scope, and to required quality standards.
• Consultancy and Problem Solving: Provide expert consultancy, advice, and operational problem solving to customers, optimising their use of the Tracker platform.
• Customer Business Knowledge: Develop and maintain strong knowledge of customer businesses and how Tracker’s SaaS platform can best support their operations.
• Continuous Improvement: Identify, agree, and implement service and process improvements that enhance customer outcomes and operational maturity.

Key Responsibilities

Service Delivery and Governance

• Operate within pre-agreed SLAs, ensuring consistent and compliant application across customers.
• Work with the service desk team to establish and oversee service management processes.
• Produce service delivery reports for customers and internal stakeholders.
• Lead customer service review meetings.
• Act as the escalation point for critical incidents.
• Capture customer change requirements for prioritisation.

Implementation and Onboarding

• Deliver smooth Tracker SaaS platform implementations, including scoping, configuration, testing, training, cut-over, and go-live.
• Ensure onboarding projects are delivered to scope, timescales, and quality.
• Provide consultancy on warehouse, production, and garment decoration workflows.

Customer Success and Enablement

• Deliver tailored customer training and enablement.
• Produce and maintain customer-facing documentation.
• Conduct health checks, adoption reviews, and feedback sessions.
• Monitor KPIs such as time-to-value, adoption rates, and satisfaction.
• Act as a trusted advisor to build long-term customer relationships.

Consultancy and Problem Solving

• Provide expert advice and practical solutions to customer challenges.
• Map and refine customer processes to Tracker’s platform.
• Analyse workflows and recommend process, efficiency and system improvements.

Continuous Improvement and Knowledge Management

• Propose and implement service improvements.
• Capture lessons learned and feed into product development.
• Maintain playbooks, training materials, and knowledge bases.
• Share best practice internally and externally.

Candidate Profile

• 4+ years’ experience in SaaS service delivery, implementation, or customer success.
• Proven experience of delivering SaaS implementations.
• Skilled in managing service delivery, SLAs and reporting.
• Hands-on experience in incident, problem, and change management.
• Customer consultancy and problem-solving expertise.
• Strong communication skills across all levels of stakeholders.
• ITIL® 4 Foundation or above; PRINCE2/Agile Project Management certification.
• Strong project and stakeholder management expertise.
• Exposure to ISO 27001 environments.
• Ideally, knowledge of ERP, warehouse, production, and dispatch processes and systems.
• Experience of garment decoration operations desirable.
• Full UK driving licence and own transport essential.

Required Behaviours

• Customer-focused, commercially aware, and calm under pressure.
• Pragmatic and adaptable, comfortable in a broad role within a growing business.
• Proactive, collaborative, and outcome-focused.
• Flexible, with a positive “can-do” attitude.
• Great team-worker.