Senior Manager, Delivery Operations

About ICP

ICP is a worldwide leader in Content Operations, offering Solutions that deliver exceptional business outcomes for global brands such as Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. We help global companies get control of their content operations. We guide everything from content management and logistics to creative operations and production to digital commerce enablement so they can achieve a frictionless flow of content through all their systems and channels. Content confidently. ™

We Are: Curious, Focused, Creative, Trustworthy, and Inclusive.

Bring the Confidence:

Are you a competitive person who thrives on cultivating strong relationships? Do you have a growth mindset and the ability to break down barriers? We want to hear from ambitious, experienced individuals who are passionate about building and nurturing relationships.

As a Senior Manager in Delivery Operations this role will focus primarily on the services offered to one of our global FMCG clients. These services range from DAM/Content & User Management, Media Trading and Ad Operations, and Website Management.

You will have oversight across all aspects of these teams, ensuring quality and excellence at every opportunity. The role includes the functional and executional management of all operations, and requires a practical and pragmatic mindset, while also being strategic to support the organic growth of this account. You will guide stakeholder engagements, promote and implement industry best practices, and add value at every level of client touch points. To be an effective leader in this role you will be required to flex your skills: building client relationships with a customer-first approach, strong knowledge of business operations; driving fit-for-purpose ways of working/processes/delivery, and an expert grasp of the digital technologies and ecosystems we support.

You will own QBRs, client KPIs and operational reporting. You will work very closely with the Client Partner, who will have overall accountability for the account, to support with identifying new opportunities and develop new solutions & services.

This role reports to the Managed Content Services Regional Lead and is a hybrid role with the expectation to be in the office (London Bridge/Slough) at least 2 days a week. Must be able and willing to collaborate across time zones to accommodate our global clientele and delivery teams.

How you are going to make an impact:

Deliverables and Client Focus:

• Full oversight of the daily operations and executional deliverables across our SOWs for our client.
• Central point of contact for key business stakeholders to provide data and analysis on team and capacity status, SLAs, and platform activity aligned to client expectations
• Identifies pain points and inefficiencies in client and internal processes and makes recommendations to improve and mitigate for them.
• Maintains and implements governance programmes and documentation to deal with common issues, ensuring enhanced user experiences across all business needs and objectives.
• Acquire knowledge and expertise in all systems, platforms, domains and products which our teams use and support.
• Consultative approach to product functionalities and system integrations, mitigating impact on operational team and processes
• Enable strategic optimisation and recommendations to process, or automation opportunities.
• Ensure consistency in deliverables / output against client’s standards and expectations
• Ownership of QA process across all deliverables + QA the deliverables themselves, through relevant team structures and reports.
• Support and implement change initiatives, including stakeholder engagement presentations, user trainings, etc.
• Implement action plans with the wider team and manage team prioritization using established processes and guidelines.
• Provide regular work, team status and SLA reports aligned to client’s expectations, showing both current and historical progress and contrasting against expected targets and workloads. Aligned to agreed cadence / QBRs.
• Develop insights into current ways-of-working and recommend new solutions and/or process optimisation.

Team Management and Resourcing

• Effectively lead globally dispersed teams and communicate with global clients
• Ensure we have the right team in place for the roles required across our SOWs; validating resourcing levels for new proposal, and renewal stages
• Supports resourcing casting (for new projects or resources replacement) including outlines the resourcing needs based on agreed SOW and reaches out to Practice Lead to secure resourcing.
• Contributes, and leads where relevant, recruitment efforts for both internal and external candidates.
• Support onboarding of any new resources to the account
• Manages Account resources on various engagements and responsibility over delivery to expectations

Strategic

• Collaborate with CP and Exec Consultants in thinking through the deliverables and engagements strategically. Ability to join the dots between engagements and see where there are overlaps or gaps.
• Ability to understand the overall accounts strategy and work towards it, driving efficiencies, best practice and learnings across the account, and into the wider ICP service offerings.
• Building and maintaining relationships with key stakeholders.
• Partner with our Solution Specialist and Client Partner to draft strategic account plans and support specific opportunities for growth within existing accounts.

What You Will Bring:

• 8+ years overall market experience including at least 5 or 6 years’ experience in a client-facing operational role.
• Proven operations management experience in a sophisticated, marketing-related b2b environment to blue-chip client
• Proven ability to work both independently and leading cross-functional teams, building exceptional working relationships with clients and colleagues.
• Knowledge across some of ICP’s services, most likely around Managed Services in a marketing technology solutions context (DAM/PIM), ideally with a Consulting approach to client collaboration. Additional experience around Website Management and/or Media Trading knowledge would be a plus.
• Experience collaborating with a very wide range of stakeholders client-side from marketing, procurement and IT / technical.
• Knowledge of current trends and highly curious around all aspects of marketing and its technology, keen to pursue and champion automation opportunities to enhance operational excellence across out teams and offering.
• Solution focused mindset and the ability to connect specifics of digital marketing operations to the outcomes desired by our clients.
• Experience building strong relationships internally and externally utilizing an open, collaborative, authentic communication style with all levels and various environments.
• Deep experience across some of the most fundamental parts of Marketing Technology: DAM / PIM / CMS, marketing automation, Media Trading tools
• Ability to lead a team, and be a team player contributing to its success.
• Strong communication skills, both verbal and written, with an influential communication style