Delivery Manager

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.


Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 global colleagues.

Purpose of the role:

The Delivery Manager role encompasses a diverse range of skills spanning from Business Intelligence, Commercial acumen, IT services, Digital Operational management and very strong Project Management and Process Management experience.

As the Delivery Manager, you will oversee a cross-functional and engineering team, ensuring the successful execution of our internal roadmap for customer-centric global solutions. This role involves technical but also commercial oversight, delivery, and communication with senior stakeholders. Your impact will be pivotal in aligning technical efforts with business objectives, fostering platform capabilities, and maintaining a strong customer focus.

Main Accountabilities: 

Project Planning and Execution: Guiding the entire project lifecycle, starting from new features, services and propositions definition by working with global and regional stakeholders, and extending to the formulation of comprehensive project scopes and requirements. Collaborating with key stakeholders, the Delivery Manager ensures technical feasibility throughout. From project initiation to development, testing, final product delivery and ongoing maintenance, this role is responsible for seamless execution, emphasizing stakeholder engagement and the successful translation of project goals into tangible outcomes.

Commercial management: Control and optimize the budget and margin ensuring that the project or program is run in the most profitable manner for the business, where overspend is due to occur ensure change control is affected at the earliest opportunity.

Change management: Ensure tight change control is effective on all initiatives, preventing and controlling scope creep, overspend and slippage on delivery. Ensure that all stakeholders are aware of change control processes and highlight deviations in scope at the earliest opportunity to internals teams and clients.

Team Management: Lead a team of cross-functional stakeholders and engineers ensuring that the project milestones are met and are aligned with the company's objectives.

Stakeholder Communication: Provide regular updates to senior business stakeholders, including VPs and above, on project status, risks, and future plans. Drive communication including status updates, project kick-offs, mid project reviews, end of project wrap up presentations. Be capable and competent in producing a broad range of assets including documents, presentations and financial documents.

Technical Oversight: Review technical specifications and architecture plans, ensuring they align with business goals and KPIs.

Agile Leadership: Champion agile best practices and Continuous Delivery to drive down backlog and ensure timely delivery of features.

Risk Management: Identify project risks early and propose mitigation strategies to senior management.

Quality Assurance: Ensure that the software solutions developed by the team meet quality standards and are maintainable, scalable, and robust.

Resource Allocation: Provide detailed planning collating input including estimated effort to develop certain functionality and to identify any specific technical or resource dependencies and/or risks. Maintain resource allocation tracking and utilization measurement.

Customer Support: Provide competent, proactive, and professional technical support to customers when required.

Standardization: Follow and optimize standards, metrics and practices for the successful, profitable and quality delivery of Collinson services.

Experience, Skills & Requirements:

Minimum 7 years’ experience in program management, preferably in large scale enterprise software development with a global reach.

Minimum 7 years’ experience and successful track record in a Services business (preferably Marketing, Data Services or Loyalty).

Extensive experience delivering loyalty programs and products within consumer travel ecosystem powered by Salesforce tech stack e.g. CRM, Loyalty, Marketing, Service, Customer Data Cloud or Customer Data Platform CDP.

Experience in Agile methodologies and tools like Aha! and JIRA.

Experience coordinating with business and product teams to understand customer and business needs for a variety of digital products and features. Transforming these into requirements within the agile development methodology (e.g., epics and user stories)

Excellent communication skills, both written and verbal, with the ability to present complex information to both technical and non-technical stakeholders.

Risk management skills, with the ability to identify and propose mitigation strategies for project risks.

Leadership qualities, including the ability to motivate a team, resolve conflicts, and make hard decisions.

Promote empowerment of the team, ensure that each team member is fully engaged in the project and making a meaningful contribution.

Experience in cloud deployment and technologies, including Salesforce, AWS and Terraform, is a plus.

Experience in working with PCI compliant software products is desirable.

Ability to work at pace, work through project challenges in a collegiate way, and thrive in a fast-moving and changing environment.

Commercially focused and Innovative.

Self-motivator with a willingness to learn new skills.

Ability to thrive in a fast moving and changing environment.

Ability to show initiative and to work independently.

Ability to network and maintain relationships across multiple groups.

Ability to work at pace, work through project challenges in a collegiate way.

Goal and outcome orientated.

Thoroughness and attention to detail.

Good communication skills (ability to present, inform and guide others).

Ability to generate ideas and draw them out of others.

Ability to bridge communications between technical and business focused groups.

Comfortable working with people at all levels in an organization.

Willingness to take on a variety of roles and responsibilities.

PMP / Prince 2 Certified.

CSM/PSM /SAFE agile certified professionals are an advantage.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us at [email protected]