Platform Delivery Lead - Loyalty

We are seeking a Loyalty Platform Delivery Lead to own the delivery, operational performance, and long-term evolution of a business-critical SaaS loyalty platform.

This role is responsible for ensuring the platform reliably enables Membership, Currency, Rewards, and Identity capabilities through effective vendor management, controlled platform delivery, and sustainable platform governance.

You will lead all platform delivery and change activity in partnership with the SaaS provider, ensuring business demand is delivered efficiently while maintaining platform stability, resilience, and long-term sustainability. The role will also lead future platform upgrades and lifecycle initiatives to ensure the platform remains supportable, scalable, and fit for future business growth.

A key aspect of the role is ensuring the organisation maximises the use of standard ("vanilla") platform capabilities wherever possible, minimising unnecessary customisation, operational complexity, and upgrade risk.

This is an initial 6 month contract that sits inside IR35. You will be required onsite in London, Victoria 2 days a week.

What You'll Be Doing

• Own end-to-end delivery of all platform change, including enhancements, defects, upgrades, and lifecycle initiatives.
• Lead the commercial and delivery relationship with the SaaS platform provider, holding the partner accountable for quality, performance, and delivery outcomes.
• Act as the primary interface between the platform and business product teams.
• Translate business demand into deliverable platform outcomes while balancing technical constraints, operational stability, and delivery priorities.
• Drive structured planning, release management, governance, and risk management across all platform activity.
• Own platform reliability, resilience, operational performance, and service quality.
• Lead major platform initiatives, including upgrades, migrations, and capability expansion.
• Promote adoption of standard platform capabilities and challenge unnecessary bespoke customisation.
• Ensure platform changes remain sustainable, supportable, and aligned with platform governance principles.
• Provide visibility of platform risks, dependencies, constraints, and opportunities to business and technology stakeholders.
• Support product teams in delivering business capabilities dependent on the platform.

Requirements

What We Need From You

• Proven experience delivering and operating complex SaaS or COTS enterprise platforms.
• Strong experience managing third-party vendors, delivery partners, and commercial relationships.
• Experience leading platform upgrades, lifecycle management, and operational governance.
• Strong stakeholder management and communication skills across business and technology teams.
• Experience managing delivery across multiple teams, priorities, and dependencies.
• Ability to balance business demand with operational stability and platform sustainability.
• Strong understanding of platform resilience, service management, and governance practices.
• Experience working with customer data, transactional systems, or rules-based platforms.

Desirable Experience

• Experience within loyalty, travel, fintech, retail, customer engagement, or membership platforms.
• Experience operating within product-led or platform-based organisations.
• Familiarity with API-led architectures and integrated product ecosystems.
• Experience leading large-scale SaaS platform transformations or migrations

Benefits

• Competitive Rates
• Flexible working arrangements
• Opportunities for professional development and career advancement within a global company
• A dynamic, innovative, and supportive work environment, where your ideas and contributions are valued
• The chance to work on cutting-edge projects that are transforming the industry
• Most of all you get to work with a bunch of great people, where the whole team owns the project together in a politics-free environment. Our culture reflects our lean and self-organisation attitude.