Description

Key Responsibilities

1) Strategic Ownership & Delivery Execution

• Define and execute the overall Service Delivery strategy in alignment with company objectives, growth plans, and operational priorities.
• Translate customer commitments and business priorities into delivery roadmaps, capacity plans, operating rhythms, and execution frameworks.
• Serve as a strategic advisor to the COO on delivery readiness, service capability, scalability, and organizational maturity.
• Ensure the Service Delivery organization is structured to support both customer outcomes and sustainable operational performance.

2) End-to-End Delivery Accountability

• Lead the Service Delivery organization, Delivery Leads, and Creative/Content execution teams across all accounts and service lines.
• Own on-time, on-scope, on-budget delivery performance, providing final leadership escalation for delivery-related issues.
• Ensure delivery risks, dependencies, and execution gaps are surfaced early and managed before they impact customers.

3) Creative Quality & Delivery Excellence

• Own quality systems across design, copy/content, video, and other marketing deliverables with a strong focus on the creative and content quality layer.
• Define acceptance criteria, review standards, and quality checkpoints by deliverable type so teams know what good looks like before work reaches customers.
• Reduce preventable QA failures, customer-facing errors, and excessive revision loops through stronger review discipline, calibration, and coaching.
• Partner with creative and content leads to identify recurring quality issues and implement corrective actions that raise standards sustainably.

4) Governance, Scope Control & SLA Discipline

• Define and enforce delivery playbooks, SOPs, briefing standards, escalation paths, and service governance mechanisms.
• Own adherence to scope and SLA standards, ensuring customer commitments remain aligned with delivery capability and package boundaries.
• Prevent out-of-scope work, unmanaged urgency, and avoidable margin leakage by establishing stronger intake, approval, and exception-management controls.
• Partner cross-functionally to identify and correct expectation gaps created during sales, onboarding, or account management.

5) Leadership, Team Design & Capability Building

• Design team structures, role clarity, and resourcing models that match service complexity, customer demand, and growth plans.
• Hire, develop, and mentor managers and team leads to build a strong second line of leadership within Service Delivery.
• Coach leaders to manage through systems, standards, and data rather than escalation dependency or reactive workarounds.
• Create a culture of ownership, process discipline, accountability, and operational excellence across the delivery organization.

6) Customer Success & Cross-Functional Partnership

• Operate as the primary internal partner to the Director of Customer Success on customer health, escalation management, account risk, and service evolution.
• Participate in regular joint reviews focused on client health, delivery risks, quality concerns, churn drivers, and growth readiness.
• Collaborate with Sales, Operations, Finance, and other key partners to validate scope, feasibility, utilization, and service economics.
• Support executive-level customer conversations where delivery depth, credibility, or recovery planning is required.

Required Qualifications

• 10+ years of experience in Service Delivery, Operations, Client Services, Agency Delivery, or a closely related leadership function.
• Meaningful leadership experience in a marketing agency, creative agency, performance marketing agency, or comparable productized-services environment.
• Proven success leading multi-disciplinary teams across project management, design, copy/content, video, digital marketing, or related functions.
• Strong track record building scalable delivery systems, SOPs, QC frameworks, and operating rhythms in a fast-paced service environment.
• Demonstrated ability to use data and analytics to diagnose delivery issues and drive continuous improvement.
• Experience working with North American or other international clients and stakeholders.
• Strong commercial judgment with the ability to balance customer responsiveness, quality, utilization, and margin protection.

Preferred Experience

• Background in a productized or recurring-service delivery model with defined scopes and SLA standards.
• Experience designing team structures and second-line leadership models to support organizational scale.
• Familiarity with creative and content workflow management, QC calibration, and briefing discipline.
• Exposure to cross-functional collaboration across Sales, Customer Success, Finance, and Operations.

Why us:

- Fully sponsored thrice-a-week lunches.

- Bi-annual festival bonuses as per local regulation.

- Menstrual leaves for female employees. (Conditions apply)

-Be part of a fast-growing international marketing agency serving North American clients.

-Competitive compensation packages tied to performance KPIs, with more employee perks in development.

-Work in a high-performance, fun, and politics-free environment.

-Collaborate closely with leadership and cross-functional teams.

-Gain exposure to global marketing standards and best practices.

-Grow your career in an organization that values ownership, ideas, and continuous learning.

-Make a visible impact as we scale and strengthen our presence in Bangladesh.