Customer Delivery Manager - #2172610

Location

Glasgow Office (hybrid). 

Project Scope

Enterprise customer implementations, supplier integrations, strategic development projects and other complex customer delivery initiatives across the Traveltek product suite.

Team

Customer Delivery (Professional Services function)

Reports to

Head of Customer Operations

Direct Reports

None

For over 25 years, Traveltek has been connecting the world of travel through award-winning technology, extensive supplier integrations, and global distribution. Based in Glasgow, we support everyone from ambitious travel businesses to some of the world's largest travel brands.

Our success is built on four core values: Passion, Accountability, Diversity & Inclusion, and Growth. These values shape how we work with our customers, collaborate as colleagues, and continually improve our products and services.

We're committed to innovation, with AI playing an increasingly important role in how we work and the solutions we deliver. We invest heavily in continuous learning, giving our people the tools, opportunities, and freedom to develop their skills, challenge conventional thinking, and help shape the future of travel technology.

The Customer Delivery Manager plays a key role within Traveltek's Customer Operations function, taking ownership of some of our most important and complex customer projects.

You'll lead customers from contract signature through implementation, go-live and successful adoption, ensuring they realise meaningful value from their investment in Traveltek technology.

You'll be responsible for driving delivery, building trusted customer relationships with our partners in the travel industry, and ensuring every project creates the foundations for long-term customer success.

Working closely with teams across Traveltek, you'll lead enterprise implementations, supplier integrations and strategic development projects, balancing customer expectations with business priorities to deliver successful outcomes.

This is a fantastic opportunity for someone with experience working in the travel industry who's ready to take the next step into customer delivery and project management. Whether you've already managed implementations or have developed your experience through Customer Success, Customer Support or another customer-facing role, we're looking for someone with the confidence, drive and passion to take ownership and deliver great customer outcomes.

• Own customer projects from contract signature through to successful adoption and transition into Customer Success.
• Manage multiple customer implementations and complex delivery projects.
• Anticipate risks, dependencies and key decisions, maintaining momentum and ensuring delivery remains proactive rather than reactive.

• Review sales documentation, commercial commitments and project scope before implementation begins, ensuring all parties have a shared understanding of what will be delivered.
• Lead discovery workshops to validate customer requirements, technical readiness, dependencies and success criteria.
• Work closely with Product and Engineering to confirm feasibility and identify gaps, risks or assumptions before delivery starts.
• Confidently challenge ambiguity and facilitate alignment where customer expectations differ from the agreed scope.

• Own the successful delivery of projects within the agreed budget, ensuring work is completed within the estimated Professional Services hours.
• Maintain accurate project forecasts, including expected completion dates, remaining effort and revenue milestones, ensuring potential risks to delivery and commercial performance are visible early.
• Identify work that falls outside the agreed scope and confidently manage scope conversations with customers, protecting both the customer relationship and Traveltek's commercial position.
• Manage approved change requests through the project lifecycle, ensuring additional work is clearly defined, agreed and successfully delivered.

• Build trusted relationships with customer stakeholders, acting as their primary project contact throughout implementation.
• Provide proactive, timely and transparent communication, ensuring customers receive regular updates throughout the project lifecycle.
• Lead customer meetings, workshops and project reviews with confidence, driving decisions and maintaining progress.
• Handle difficult conversations professionally, managing expectations while balancing customer needs with Traveltek's commercial and operational priorities.
• Hold customers accountable for agreed actions and timelines, ensuring momentum is maintained and implementation milestones are achieved.
• Regularly attend our Glasgow office for team meetings, planning sessions and workshops, alongside ad hoc travel to customer sites where required.

• Coordinate internal teams across Sales, Product, Engineering and Customer Operations to ensure commitments are delivered efficiently.
• Manage project plans, milestones, risks, issues and dependencies, ensuring delivery remains on track.
• Coordinate supplier integration projects, including API accreditation, certification activities and supporting testing where required.
• Ensure customers complete successful live transactions before implementation is considered complete.

• Deliver onboarding sessions, training and customer enablement activities that build confidence and encourage long-term success.
• Monitor customer engagement and platform adoption during the onboarding phase, intervening proactively where usage or engagement falls below expectations.
• Act as the customer's advocate by sharing implementation feedback, usability observations and product improvement opportunities with Product and Engineering.

• Execute structured handovers to Customer Success & Customer Support when the project objectives have been achieved.
• Provide comprehensive project documentation, customer context, configuration details and future opportunities to ensure continuity.
• Maintain clear ownership throughout the project, avoiding unnecessary handovers during active delivery.

• Identify opportunities to improve Traveltek's implementation methodology, documentation, onboarding processes and project governance, including using AI and emerging technologies to improve efficiency and customer outcomes.
• Share lessons learned with Sales, Product and Engineering to improve future customer implementations.
• Contribute towards Professional Services revenue, billable utilisation and wider Customer Operations objectives.

Success in this role isn't measured simply by delivering projects. It's measured by delivering projects that create successful, long-term customers.

You'll be successful when:

• Projects are delivered on time, within scope and within agreed Professional Services budgets.
• Customers achieve successful adoption of the Traveltek platform and are confidently trading after go-live.
• Customers receive proactive, high-quality communication throughout every stage of delivery.
• Project risks, commercial issues and scope changes are identified and managed early.
• Customer satisfaction remains high throughout implementation.
• Handover into Customer Success is seamless, with customers fully prepared for long-term success.
• Billable utilisation targets are consistently achieved while maintaining delivery quality.

This is a great opportunity for someone with experience working in the travel industry who's ready to take the next step in customer delivery and project management. We're looking for someone who takes genuine ownership of the projects they lead and is passionate about delivering successful customer outcomes. You'll be equally comfortable building trusted customer relationships, driving complex projects forward and making confident decisions that balance customer needs with Traveltek's commercial and operational priorities.

You'll understand that successful project delivery is about more than managing plans and timelines. It's about creating momentum, managing scope and budgets, solving problems proactively, and ensuring customers realise lasting value from the products they've invested in. You're comfortable working in ambiguity, confident handling challenging conversations, and focused on finding solutions rather than creating blockers.

• Proven experience working with technology solutions within the travel industry, with a strong understanding of travel technology platforms, systems and industry processes.
• A naturally curious and self-driven approach to learning, with the ability to quickly build knowledge of new products, technologies and customer environments.
• Confidence in communicating with and influencing stakeholders and decision makers at different levels.
• Experience in a customer-facing delivery, Customer Success or Customer Support role.
• Experience coordinating multiple customer projects, implementations or competing priorities.
• Proven ability to collaborate across technical, commercial and customer-facing teams to achieve shared outcomes.
• Good commercial awareness, with an understanding of project scope, budgets and the importance of managing customer expectations.
• Excellent communication, facilitation and presentation skills.

• Experience managing API integrations, supplier onboarding or other technical implementation projects.
• Experience delivering enterprise SaaS implementations.
• A recognised project management qualification (PRINCE2, AgilePM, APM or PMP).
• Experience using Jira or similar project management tools.
• Experience using AI tools to improve productivity and ways of working.