Delivery and Contract Manager, Ticketer
Ticketing technology for public transport
Be an early applicant
Ticketing technology for public transport
21-100 employees
Be an early applicant
21-100 employees
Company mission
To be a trusted partner to transport operators and authorities; providing solutions that drive seamless journeys and industry innovation.
Role
Who you are
- 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
What the job involves
- The Delivery and Contract Manager 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
- This role will 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
- 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
- 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
- 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
Our take
Ticketer supplies innovative ticketing solutions for public transport such as busses, trams, trains and aircrafts. In an increasingly contactless world, these solutions enable operators to better serve their communities and give a more seamless ticketing experience.
The company supplies both software and devices, designed to be used both at the depot and on board. In addition to a ticketing portal, ETMs and account based ticketing, Ticketer also provides fleet management services such as vehicle tracking and driver messaging.
This all-in-one approach, combined with its tailoring to public transport, is what makes Ticketer stand out. It is thanks to this that it has secured a position as the UK’s largest ETM supplier outside London, giving it a great foundation from which to build into the future.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- 25 days holiday per year (increasing to a max of 28 with service), plus having your birthdays off
- In the summer months of June, July and August, you are invited to take an additional 1 Friday afternoon off per month (3 half days in total)
- We’ll make a 5% contribution to your pension scheme with AEGON with the employee minimum contributions at 3%
- Life Assurance and Income Protection Insurance from day 1
- Employees can choose to join the Company’s Private Health Insurance scheme (with AXA) after 3 months of joining
- Tax free £250 annual allowance to spend on your wellbeing and encourage an active and healthy lifestyle
- Flexible working patterns that suit you and us
- Get a bike and accessories tax free, encouraging a greener and healthier alternative to getting around
- A bonus every time an employee hits a 5-year mark. Starting at £1,000 for 5 years, then bumping up by £1,000 each time. So, think £2,000 at 10 years, £3,000 at 15 years, and so forth.
- Social events throughout the year to bring all the team together and enjoy some down time
Leadership
Kelly Hanna
(CEO)Former COO of the company. Previously VP of EU Operations, Vendor Payroll and Global Support Services at Alight Solutions.
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