Service Delivery Analyst

The Role

As a Service Delivery Analyst, you will play a pivotal role in managing the successful onboarding, support and continuous service delivery for Caterlytix’s Trac customers. You will be responsible for maintaining, and executing a structured programme of works across a range of customer types, ensuring seamless collaboration between internal teams and external partners. You will report directly to the Head of Service Delivery, working closely with Technical Project Managers and other key delivery stakeholders across Caterlytix.

You’ll act as a key point of contact for customers and partners during the project stage and into live service - ensuring clarity of expectations, timely delivery, and consistently high satisfaction levels. This is a hands‑on role that requires a blend of customer service, relationship management, project management and technical proficiency.

• Programme Management: Maintain a structured programme of works for customers, integrating inputs from multiple partners and internal teams.
• Project Delivery: Facilitate project delivery by working closely with the technical project managers and internal teams to support customer onboarding and ensure timely execution against agreed‑upon outcomes.
• Customer Ownership: Serve as the primary contact for customer engagement and relationship management, acting as a Subject Matter Expert (SME) in their business and platform use to ensure satisfaction and drive optimal adoption.
• Stakeholder Coordination: Collaborate with Caterlytix’s Technical Project Managers, partners, and internal teams to align priorities, resolve issues, and drive success.
• Support
  
  Activities:
  
  Assist with customer support for Trac users, helping resolve issues and optimise usage.
• Performance Tracking: Monitor progress across multiple work streams, reporting regularly on project status, risks, and performance metrics, including customer satisfaction (CSAT).
• Technical Specialism: Utilise technical expertise to analyse delivery data, troubleshoot issues, and have a deep understanding of the cloud‑based infrastructure (Trac) to enhance support and optimisation for customers.
• Continuous Improvement: Identify and implement opportunities to enhance delivery processes and customer outcomes.
• General Responsibilities: Undertake any other reasonable duties or projects as required by the Head of Service Delivery or Senior Leadership Team to support the achievement of overall business goals with the spirit of our ‘Getting it done’, culture.

You’re an organised, proactive, and communicative service delivery professional who thrives on managing multiple moving parts in a fast‑paced environment. You’re equally comfortable discussing project timelines with clients, resolving technical challenges with partners, and delivering exceptional service to ensure success.

• Proven experience in service or programme delivery, preferably within SaaS, technology, or ideally the Education Technology (EdTech) sector.
• Strong organisational and planning skills, with the ability to manage multiple concurrent projects.
• Excellent communication and stakeholder management skills.
• Experience coordinating across internal technical teams and third‑party partners.
• Customer‑focused mindset with a demonstrable track record of delivering against service performance targets.
• Demonstrable technical proficiency in SaaS platform functionality, data structures, and the ability to propose system solutions.
• Applied knowledge of the SaaS platform lifecycle, cloud infrastructure, and the ability to translate business problems into technical requirements.
• Proficiency in using service delivery, customer ticketing or project management tools and methodologies.