Delivery Director

• Translate client strategy into workable operating models and execution systems
• Drive account transformation across ways of working, tooling, governance, and talent models
• Embed GenAI-enabled delivery to improve speed, quality, consistency, and knowledge reuse
• Lead a shared services hub to improve scalability, standardisation, and capacity access across accounts
• Partner with New Biz, Client Leadership, Strategy, Creative, and Technology teams to design solutions for pitches, renewals, and RFP responses
• Ensure work is delivered on brief, on time, and to expected quality
• Translate client vision, strategy, and roadmaps into delivery plans, operating rhythms, and measurable outcomes
• Establish and maintain regional delivery standards for briefing, planning, prioritisation, estimation, QA, approvals, handoffs, and reporting
• Diagnose delivery pain points and maturity; design and implement account-specific operating model improvements
• Lead change management through adoption plans, communications, training, stakeholder alignment, and optimisation
• Define the shared services hub vision, scope, service catalogue, SLAs, and account engagement model
• Establish hub governance and enable cross-account load balancing
• Standardise repeatable delivery components, including templates, playbooks, reusable assets, and production patterns
• Identify and prioritise GenAI use cases for delivery, and embed GenAI workflows with appropriate governance
• Build GenAI training and adoption programs for delivery and craft teams
• Lead delivery and operating model design for new opportunities, including service models, tooling, GenAI workflows, resource models, ramp plans, and onboarding
• Provide operational due diligence on proposed solutions and identify delivery risks, dependencies, assumptions, and mitigations
• Ensure estimates, timelines, and delivery commitments are realistic and execution-ready
• Maintain documentation tracking delivery status, dependencies, risks, and mitigations
• Ensure project lifecycle management is maintained and improved
• Oversee regional capacity planning, talent mobility, and cross-studio collaboration
• Monitor utilisation and address chronic underload or overload patterns
• Mentor and develop delivery leadership through coaching, capability frameworks, training paths, and succession planning
• Achieve regional account health above 90%, aggregate NPS above 45, CSAT above 90%, and client retention above 95%

• 15+ years in delivery/operations leadership roles
• 10+ years in agency environments
• Extensive experience leading multi-market, multi-disciplinary delivery models
• Proven track record operationalising strategy into scalable delivery systems and governance
• Demonstrated success in account transformation and change leadership
• Strong client leadership, confident communication, and escalation management
• Deep understanding of delivery tooling, workflow design, and capacity planning
• Practical understanding of GenAI applications in marketing operations and production, including governance implications
• Comfortable operating across regions, cultures, and time zones
• Passion for and inquisitiveness about AI and new technologies
• Understanding and knowledge of AI tools is beneficial; ability to learn and digest AI tool benefits and features is critical

• No explicit benefits, perks, or additional compensation stated in the posting
• Equal opportunity and inclusive working environment
• Sustainability initiatives and science-based emissions reduction targets