SaaS Platform Implementation & Service Delivery Manager / Consultant

Location: UK Midlands (East, South (priority) and West Midlands)

Contract: Full-time, permanent

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

Bonus: Up to 10% performance-related

Work style: Home-based with regular on-site client visits and working

About Tracker

Tracker is a fast-growing SaaS company at the forefront of garment personalisation technology. Our powerful end-end SaaS 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 platform implementation, service delivery 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

This is a pivotal role with responsibility for the implementation, service transition, and ongoing service delivery of Tracker’s SaaS platform across selected customers.

The role holder will own the customer journey from initial SaaS platform implementation through to steady-state operation and maturity. You will manage end-to-end implementations, ensuring systems are successfully deployed, adopted, and supported, while maintaining high standards of service governance, performance, and customer success.

You will be equally adept at “rolling up your sleeves” to configure and deliver solutions, establishing effective service operations, and acting as the customer’s trusted operational partner once the system is in use.

You should expect to spend time at customer sites and to work directly with customer stakeholders at all levels, including leaders and operational staff.

The role bridges project implementation, service management, governance, and business consultancy, ensuring customers realise maximum value and that Tracker maintains its reputation for excellence in delivery and support.

What you will do for Tracker

Implementation and Service Transition

• Lead the full lifecycle of Tracker SaaS platform implementations, from discovery and scoping through configuration, testing, training, go-live and in-life operations.
• Collaborate with customer stakeholders to understand and document business processes (order management, production, warehouse, dispatch, etc.) and align these with system capabilities.
• Manage the cut-over and transition into live service, ensuring readiness of support teams, processes, and documentation.
• Act as the single point of accountability for a smooth transition from implementation to steady-state service.

Service Delivery Management and Governance

• Own the operational performance of the platform for assigned customers once live.
• Establish, monitor, and report on SLAs covering availability, performance, incident response, and change management.
• Work with the Service Desk and Change Manager to embed ITIL-aligned processes (incident, problem, change, and release) and with the Incident and Service Improvement Manager to identify and introduce improvements.
• Lead customer service review meetings, presenting service performance, improvement actions, and risk updates.
• Act as the operational escalation point for incidents or service issues, coordinating cross-functional teams to restore service quickly and effectively.
• Drive continuous improvement by analysing incident trends, user feedback, and process performance to deliver measurable service enhancements.
• Ensure consistent service governance, documentation, and reporting to maintain compliance and audit readiness.

Customer Consultancy and Relationship Management

• Build trusted relationships with customers as a key advisor on system use, process optimisation, and service maturity.
• Provide proactive consultancy to help customers realise greater efficiency, automation, and business insight from Tracker’s platform.
• Conduct health checks, usage reviews, and adoption sessions to monitor success and identify improvement opportunities.
• Represent the “voice of the customer” internally, feeding insights into product development and service improvement.

Continuous Improvement and Knowledge Management

• Capture and share lessons learned from implementations and live service operation to improve delivery playbooks and methodologies.
• Support development of internal training materials, process documentation, and service improvement plans.
• Contribute to the evolution of Tracker’s implementation and service delivery frameworks.

About You

You’ll bring 3–5 years’ experience in SaaS platform implementation, service delivery management, and customer success, with a proven record of delivering end-to-end software or mini-ERP deployments into live service. You’ll be confident leading projects from discovery through to go-live, ensuring solutions are well-governed, delivered to plan, and fully adopted by customers.

You’ll combine hands-on delivery expertise with a strategic mindset, translating business processes into configurations that drive measurable improvement. Skilled in engaging stakeholders at all levels, you’ll help customers embed Tracker’s platform effectively within their production, warehouse, and fulfilment workflows.

You’ll also understand service delivery excellence — managing live operations, monitoring SLAs, and ensuring service stability and quality. You’ll act quickly to resolve incidents, coordinate teams, and apply structured problem-solving to prevent recurrence. With a focus on continuous improvement, you’ll analyse trends and user feedback to enhance performance and customer experience.

You’ll ideally hold ITIL® 4 Foundation certification or higher, with knowledge of governance and change control; Project Management or Agile PM qualifications would be valuable. Experience in ISO 27001 or similarly structured environments is an advantage.

You’ll understand business and supply chain processes (order, production, warehouse, dispatch) and communicate clearly with technical, operational, and senior stakeholders. A background in garment or product decoration environments would be beneficial but isn’t essential.

You’ll be customer-focused, commercially aware, calm under pressure, proactive, collaborative, and hands-on, with an ownership mindset and a commitment to delivering excellence.

You’ll have a full driving licence and your own transport, with the willingness to travel regularly to, and work at, customer sites primarily across the East, South, and West Midlands region.

Why Join Tracker?

This is a fantastic opportunity to make a tangible impact in a company that’s scaling fast and committed to doing things the right way. You’ll join a talented, friendly, and driven team where your work directly helps customers succeed and your ideas shape how we grow and influence the future of garment personalisation technology.

If you’re motivated by delivering excellence, enjoy variety, and want to be part of a successful, forward-thinking SaaS platform business, we’d love to hear from you.