Head of Delivery

This role is part of our Personalised Content team. We create emotive yet conversion-focused ideas, products and campaigns at scale and speed. Our specialty is hyper-personalised, digital communications that change perceptions, shape new behaviours, and shift market share for our clients including eBay, Walmart, and more! 

JOB PURPOSE

As a Head of Delivery, you will be responsible for leading the North American arm of Global Studio team in facilitating the effective delivery day to day as well as setting the team up to succeed and grow in the future. You will be the lynchpin between all our departments and will collaborate very closely with the VP Delivery, wider Delivery team (EMEA based) as well as Craft & Clients in order to ensure seamless delivery of high-quality, on-time, and on-budget work while fostering operational excellence, optimizing processes, and leveraging technology to enhance performance and efficiency. With a strong focus on supporting the Global Studio team in scaling and flexing in line with Client needs within North America. 

This role requires an in-depth knowledge of the inner workings of Digital Marketing agencies, strength in process and workflows as well as demonstrated experience in leadership and strong soft/interpersonal skills.

KEY RESPONSIBILITIES

Delivery Strategy & KPIs

• Define and lead Global Studio North America’s delivery strategy in alignment with global and business objectives.
• Own and report on Delivery KPIs, creating action plans as needed to meet targets.
• Monitor progress against strategic plans and contribute to continuous improvement.

Stakeholder Management & Leadership

• Serve as a key North American leader for Global Studio and represent it within DEPT Americas.
• Build strong relationships with Client and Craft Leaders across Global Studio.

Account/Project Planning

• Own staffing plans with Account and Craft Leads; ensure delivery aligns with plans.
• Collaborate with OPEX and Account Leads to optimize scoping and staffing.
• Partner with Client Finance to align staffing with profitability goals.
• Review resourcing requests and escalate viable internal solutions to Resource Management.

Account/Project Delivery

• Lead Delivery’s coordination on new business, incremental work, and escalations.
• Run capacity and health check calls for key client accounts.
• Define and guide delivery approaches with Account Leads through key milestones.
• Oversee Ethical Wall compliance in collaboration with Account Leads.
• Work with Talent to secure timely hires and coverage based on account needs.

Monitoring Capacity

• Co-own Studio Allocation tracker maintenance and adherence to tracking principles.
• Lead capacity escalations and develop responsive action plans with stakeholders.
• Drive improvements in staff allocation in partnership with Delivery and Account Teams.

Workflow & Process Optimization

• Standardize workflows, trackers, roles, and meetings for delivery activities with Client Finance and Account Leads.
• Streamline and automate internal trackers to reduce manual work.
• Define and implement project planning frameworks and delivery milestones.
• Champion tool, system, and process innovations, with a focus on automation and AI to boost efficiency.

WHAT WE ARE LOOKING FOR

• Previous experience in a similar position at a digital agency/content studio
• A strategic leader who is passionate about operational excellence and delivery innovation
• A problem-solver who thrives in fast-paced, dynamic environments
• A team player who fosters cross-functional collaboration and high performance
• A forward-thinker eager to leverage technology and automation to enhance business impact
• A results-driven leader focussed on efficiency, profitability and team success

WE OFFER

• A flexible, hybrid working policy
• An excellent salary based on experience and equal pay policies
• Mental health support, and company sick pay scheme.
• Full dental and healthcare cover
• 15 days paid holiday annually (plus Public Holidays).
• Refreshments are provided in the office all week, as well as drinks at 4 pm on a Friday.
• Enhanced family friendly policies to support new parents.
• Social and Cultural Events, plenty of opportunities to connect with colleagues through organised activities and celebrations.
• Inspirational Talks, bringing the outside in with regular guest speakers and events.
• Learning and Development, supporting your growth with continuous opportunities to learn and advance.
• Buddy Programme: You will be paired with a ‘Buddy’ to help you through your first weeks’ at DEPT®.
• A reputation for doing good. DEPT® has been a Certified B Corp® since 2021 and named ‘Agency of the Year’ at both The Lovies and The Webby Awards.
• Awesome clients. Whether big or small, local or global — at DEPT® you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together!
• The opportunity for possibility. We want to enable you to do what you do best and help you develop your skills further with training, development and certifications.
• Global annual DEPT® Cares Month in which employees come together and donate their skills to support local charities.

WHO ARE WE? 

We are pioneers at heart. What does that mean? We are always looking forward, thinking of what we can create tomorrow that does not exist today. We were born digital and we are a new model of agency, with a deep skillset in tech and marketing. That’s why we hire curious, self-driven, talented people who never stop innovating. 

Our culture is big enough to cope and small enough to care. Meaning, that with people across 30+ countries, we’re big enough to provide you with the best tools, global opportunities, and benefits that help you thrive. While acting small by investing in you, your growth, your team, and giving you the autonomy to solve our clients problems, no matter where you are in the world.

DEPT® is committed to making a positive impact on the planet and since 2021 has been Climate Neutral and B Corporation certified.

DIVERSITY, EQUITY & INCLUSION 

At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives.

Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine.

We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us.

Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.