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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in delivery and operations leadership, with a focus on transforming client strategies into scalable operating models and governance frameworks. Proficient in leveraging GenAI applications to enhance delivery efficiency and quality across multi-market environments.
Highest-signal resume keywords
Delivery Operations LeadershipAccount TransformationGenAI Applications in MarketingClient LeadershipChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Delivery Model DesignWorkflow DesignCapacity PlanningOperational Due DiligenceProject Lifecycle ManagementGovernance FrameworksEstimation and PlanningPerformance Metrics TrackingMulti-Market DeliveryScalable Delivery Systems
Soft Skills
Confident CommunicationEscalation ManagementMentoring and CoachingStakeholder AlignmentInquisitiveness about AI
Tools & Technologies
GenAI WorkflowsDelivery ToolingTemplates and PlaybooksProduction PatternsService Models
Industry Keywords
Agency EnvironmentsClient RetentionNPSCSATRegional Capacity Planning
About the role
Key responsibilities & impact- 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%
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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