Head of Project Delivery

We are seeking a highly driven Head of Project Delivery to join DigiTickets as we continue to scale our ticketing and POS solutions across the leisure, attractions, and events sector. This is a senior leadership role responsible for the successful delivery, consistency, and quality of all customer-facing projects, from initial handover through to go-live and post-launch training.

As Head of Project Delivery, you will lead and develop a high-performing Projects Team, overseeing the delivery of ticketing, POS, and integrated technology solutions for new and existing clients. You will work closely with Business Development, Software Engineering, Support, and Senior Leadership to ensure projects are delivered on time, within scope, and to an exceptional standard.

You will be accountable for delivery methodology, resource planning, risk management, and continuous improvement, ensuring DigiTickets' project delivery function scales effectively while maintaining a strong customer experience.

Key Responsibilities

Leadership & Team Management

• Lead, develop, and line manage the Project Delivery and Implementation team.

• Set clear expectations, objectives, and performance measures for team members.

• Conduct regular 1:1s, performance reviews, coaching, and development planning.

• Support recruitment, onboarding, and training of new delivery team members.

• Foster a high-performing, customer-focused culture aligned with DigiTickets' values.

• Manage capacity planning and resource allocation across all active projects.

• Arrange regular social activities for the Project Delivery Team.

Project Delivery & Governance

• Own the end-to-end delivery lifecycle for all ticketing and POS projects.

• Define, maintain, and continuously improve project delivery frameworks, processes, and standards.

• Ensure clear project scope, timelines, risks, dependencies, and responsibilities are established and managed.

• Act as the senior escalation point for delivery risks, issues, delays, or client concerns.

• Ensure effective governance, reporting, and documentation across all projects.

• Maintain clear handover processes between Business Development, Project Delivery, Engineering, and Support teams.

Client & Stakeholder Management

• Build strong, trusted relationships with key client stakeholders.

• Ensure a consistent and professional customer experience throughout delivery.

• Manage expectations proactively and communicate project progress clearly.

• Work closely with the Business Development team during complex pre-sales and onboarding transitions where required.

• Represent Project Delivery in senior internal and external stakeholder discussions.

Cross-Functional Collaboration

• Work closely with Software Engineering, Product, Support, POS, and Onboarding teams to ensure technical and operational alignment.

• Collaborate with leadership to ensure delivery priorities align with commercial strategy, product roadmap, and operational capacity.

• Identify and resolve cross-functional dependencies that impact delivery outcomes.

Operational Effectiveness & Continuous Improvement

• Monitor and improve delivery performance metrics, including timelines, customer satisfaction, and project profitability.

• Identify opportunities to improve scalability, efficiency, and consistency in project delivery.

• Contribute to the evolution of DigiTickets' delivery strategy as the business grows.

• Ensure compliance with internal policies, data protection, and contractual commitments.

Working Arrangement

• The role is primarily based at DigiTickets' Exeter Head Office, with hybrid working available.

• Regular travel to client sites may be required depending on project needs.

• The successful candidate will be expected to spend significant time with delivery, engineering, and client-facing teams.

Skills & Experience

Essential:

• Proven experience leading project delivery teams within a technology, SaaS, POS, or ticketing environment.

• Strong track record of delivering complex, customer-facing technology implementations.

• Demonstrable experience of line management, performance management, and team development.

• Excellent stakeholder management and communication skills.

• Strong understanding of project governance, risk management, and delivery methodologies (Agile, Waterfall, or hybrid).

• Commercial awareness and ability to balance quality, cost, and delivery timelines.

Desirable:

• Experience delivering ticketing systems, POS, or integrated retail/payment solutions.

• Experience working with visitor attractions, leisure, events, or hospitality businesses.

• Experience scaling delivery teams in a growing or fast-paced organisation.

• Familiarity with CRM, project management tools, and reporting dashboards.

• PRINCE 2 Project Management qualification.

Personal Attributes

• A confident and credible leader who inspires trust.

• Highly organised, methodical, and delivery-focused.

• Calm and decisive under pressure.

• Customer-centric with a strong sense of ownership.

• Strategic thinker with the ability to execute operationally.

Benefits

We're not a global company with thousands of staff so you won't be a faceless cog in the wheel. You can expect to find yourself in an environment where you can contribute from day one, where teamwork is valued and appreciated, and where there's a friendly team atmosphere that shares a common 'can-do' attitude.

The package will include:

· Salary £50-60k depending on experience, reviewed annually.

· days holiday per year, (increases with length of service) plus Bank Holidays

· Nest Pension scheme

· Discretionary company bonus

· Company outings and events

· Birthday off work

· Annual training and certification allowance

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