This role is based at a full-service digital agency that partners with clients on long-term retainer engagements. The agency delivers across strategy, design, development and digital marketing, working with a portfolio of clients to plan and execute ongoing digital programmes and enhancement work.
Purpose of the Role
The Delivery Lead is responsible for ensuring the effective operational delivery of retained client work and enhancement programmes. The role provides leadership across the delivery function, ensuring work is planned, scheduled and delivered efficiently while maintaining high standards of communication, quality and financial discipline.
Working closely with Account Directors, Department Leads and the General Manager, the Delivery Lead ensures client work is delivered smoothly, risks are identified early, and the delivery team operates with strong visibility, accountability and coordination.
Responsibilities:
Client Delivery & Enhancement Management
* Oversee day-to-day delivery of retainer and enhancement work across a portfolio of clients
* Work closely with Account Directors to align delivery planning with client priorities, budgets and strategic objectives
* Partner with Account Directors to support client discussions and escalations
* Provide guidance to Delivery Managers coordinating work across strategy, design, development and digital marketing teams
* Ensure client communication is proactive, transparent and aligned with service standards
* Maintain clear visibility of delivery progress, budget performance and resourcing across retained workstreams
* Oversee effective onboarding of new clients
* Maintain relationships with key clients and oversee delivery of work as needed
Operational Excellence
* Own the operational systems and processes that enable effective delivery across retained client engagements
* Maintain accountability for accuracy of agency delivery scheduling and capacity utilisation
* Facilitate scheduling and planning forums across delivery teams
* Ensure Delivery Managers maintain accurate schedules and delivery plans
* Monitor delivery health across retainers, identifying risks to timelines, budgets or utilisation early
* Drive operational discipline across time tracking, backlog management, estimation and utilisation reporting
* Champion consistent use of agreed delivery tools including JIRA, Productive and Confluence
* Identify opportunities to improve retained delivery frameworks, workflows and processes
* Work with senior leadership to ensure delivery systems scale as the agency grows
Delivery Team Leadership
* Lead and support the delivery function including Delivery Managers, Delivery Coordinators and the Service Desk Manager
* Ensure the delivery team operates with clarity, accountability and consistent standards
* Mentor Delivery Managers in planning, scheduling, client communication and operational management
* Promote a culture of proactive risk management, collaboration and continuous improvement
* Support capability development across the delivery function
If this sounds like a role you could be interested in, send a detailed CV to dylan@talentdrecruitment.com.au
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