Lead Production Services Analyst About Us Founded in 2001, Reward is an industry leader transforming the world of customer engagement and commerce media. Operating in 15 countries across Europe, Middle East and Asia, Reward's cloud-based API platform integrates content, advertising, and commerce to deliver exceptional experiences for consumers resulting in increased customer engagement, retention, and overall satisfaction. Reward's Loyalty-tech platform is behind many award-winning bank loyalty programmes seen today from brands such as Visa, NatWest Group, Barclays, and First Abu Dhabi Bank to name a few. Reward also works with the world's largest retailers such as McDonald's, eBay, Deliveroo and Amazon. Our leading commerce media platform fuses purchase insights with loyalty-tech, offering an unparalleled edge in digital advertising and performance marketing for retailers. Leveraging rich data and insights, the Reward platform provides a comprehensive view of consumer behaviour, empowering retailers to target marketing messages more effectively, resulting in independently verified sales uplift and long-term customer lifetime value. Beyond bridging the gap between content and commerce, Reward is a purpose driven business. Our mission is to make everyday spending more rewarding. During the last 5 years, Reward has proudly given back more than $1billion in cashback rewards to consumers world-wide. Most recently, Reward's rapid growth was recognised in The Independent's E2E Tech 100 list of the fastest-growing tech scale-ups in the UK. Reward, in conjunction with partners NatWest Group, were awarded the Industry Achievement Award 2023 at the prestigious Card and Payments Awards. In 2026, Reward was also recognised as a Great Place to Work UK, ranking , and was named on Great Place to Work UK's Best Workplaces for Development List, placing in our first year of entry. Job Description The Lead Production Services Analyst role provides a customer-focused approach to supporting and maintaining Reward's production applications and services while leading the day-to-day activities of the Production Services team. The focus is on delivering value to customers through effective incident management, service stability, operational excellence, leadership, and continuous improvement. The role is delivered through a combination of people, processes, and technology, ensuring that client, product, and service requirements are met while maintaining high levels of operational performance. The Lead Production Services Analyst is responsible for ensuring production services remain stable, secure, and performant while supporting both internal stakeholders and external clients. The job holder will have strong incident management, service management, technical troubleshooting, and leadership experience. They will be responsible for coordinating the daily activities of the Production Services team, investigating production incidents across Reward's applications, identifying root causes, and working with engineering teams to implement effective resolutions. They will support the integrity and stability of production services, ensuring issues are managed efficiently, customer impact is minimised, and service commitments are consistently achieved. As the technical lead within the team, the role will provide leadership during major incidents, troubleshoot complex issues that cannot be resolved through standard support processes, and drive continuous service improvements through the evaluation of workflows, tools, operational procedures, and service performance. The role will also contribute to production planning activities, ensuring new products and applications are operationally ready before transitioning into production support. In addition to technical responsibilities, the Lead Production Services Analyst will act as the primary operational point of contact for clients, scheme partners, and senior stakeholders, managing incident communications, service reporting, SLA performance, and operational risk. They will collaborate with stakeholders across the business to ensure Production Services remains aligned with business objectives while identifying opportunities to improve service reliability, scalability, and operational efficiency. The role requires a balance of technical expertise, leadership, service ownership, and customer focus, with responsibility for managing incidents from initial investigation through to resolution and service restoration, mentoring Production Service Analysts, coordinating the day-to-day activities of the team, and contributing to the ongoing maturity of the Production Services and Service Management function. For further information and to submit your application, click the apply icon.
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