Senior Manager, Delivery Operations Specialist

3 weeks ago

London, Greater London, United Kingdom ICP Full time

About ICP

ICP is a leading global provider of content operations solutions, serving top-tier brands worldwide. Our expertise lies in delivering tailored business outcomes for prominent companies such as Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L'Oréal, NBCU, and Aetna. We empower global businesses to gain control over their content operations, guiding them through content management, logistics, creative operations, and digital commerce enablement to achieve seamless content flow across all systems and channels.

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

Bring the Confidence:

We seek ambitious, experienced professionals who excel at cultivating strong relationships and possess a growth mindset. As a Senior Manager in Delivery Operations, this role will focus primarily on services offered to a global FMCG client, encompassing DAM/Content & User Management, Media Trading, and Ad Operations, as well as Website Management.

This role involves overseeing all aspects of these teams, ensuring quality and excellence at every opportunity. Key responsibilities include functional and executional management of operations, requiring a practical and pragmatic mindset, as well as strategic support for organic growth. The role involves guiding stakeholder engagements, promoting industry best practices, and adding value at every client touchpoint.

To be effective in this role, you will need to demonstrate:

  • Strong client relationship-building skills with a customer-first approach
  • Deep knowledge of business operations
  • Ability to drive fit-for-purpose ways of working, processes, and delivery
  • Expert grasp of digital technologies and ecosystems

You will be responsible for owning QBRs, client KPIs, and operational reporting. Close collaboration with the Client Partner will be essential in identifying new opportunities and developing new solutions and services.

This role reports to the Managed Content Services Regional Lead and is a hybrid position, requiring at least 2 days of in-office work per week. You will need to be able to collaborate across time zones to accommodate our global clientele and delivery teams.

Key Deliverables and Client Focus:

  • Full oversight of daily operations and executional deliverables across SOWs for the 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
  • Identify pain points and inefficiencies in client and internal processes and make recommendations to improve and mitigate them
  • Maintain and implement governance programs and documentation to address common issues, ensuring enhanced user experiences across all business needs and objectives
  • Acquire knowledge and expertise in all systems, platforms, domains, and products used by our teams
  • Consultative approach to product functionalities and system integrations, mitigating impact on operational teams and processes
  • Enable strategic optimization and recommendations for process or automation opportunities
  • Ensure consistency in deliverables/output against client standards and expectations
  • Ownership of QA process across all deliverables and QA of 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 expectations, showing 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 optimization

Team Management and Resourcing:

  • Effectively lead globally dispersed teams and communicate with global clients
  • Ensure the right team is in place for roles required across SOWs, validating resourcing levels for new proposals and renewal stages
  • Support resourcing casting (for new projects or resource replacement) including outlining resourcing needs based on agreed SOW and reaching out to Practice Lead to secure resourcing
  • Contribute to and lead recruitment efforts for both internal and external candidates
  • Support onboarding of new resources to the account
  • Manage account resources on various engagements and responsibility over delivery to expectations

Strategic:

  • Collaborate with CP and Exec Consultants in thinking through deliverables and engagements strategically, joining the dots between engagements and identifying overlaps or gaps
  • Understand the overall account strategy and work towards it, driving efficiencies, best practices, and learnings across the account and into the wider ICP service offerings
  • Build and maintain relationships with key stakeholders
  • Partner with 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 of overall market experience, including at least 5 or 6 years in a client-facing operational role
  • Proven operations management experience in a sophisticated, marketing-related b2b environment to blue-chip clients
  • 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
  • Experience collaborating with a wide range of stakeholders client-side from marketing, procurement, and IT/technical
  • Knowledge of current trends and a keen interest in all aspects of marketing and its technology, with a desire to pursue and champion automation opportunities to enhance operational excellence across our teams and offerings
  • 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 using an open, collaborative, authentic communication style with all levels and various environments
  • Deep experience across 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

  • Delivery Manager

    2 weeks ago

    London, Greater London, United Kingdom Rail Delivery Group Full time

    About the RoleWe are seeking a skilled Delivery Manager to join our Digital Ticketing Services (DTS) team at the Rail Delivery Group. As a key member of our team, you will play a pivotal role in ensuring the successful delivery of our smart ticketing projects.Key ResponsibilitiesProvide end-to-end delivery and project management capability from initial...

  • Delivery Manager

    2 weeks ago

    London, Greater London, United Kingdom Rail Delivery Group Full time

    About the RoleWe are seeking a skilled Delivery Manager to join our Digital Ticketing Services (DTS) team at the Rail Delivery Group. As a key member of our team, you will play a pivotal role in ensuring the successful delivery of our smart ticketing projects.Key ResponsibilitiesProvide end-to-end delivery and project management capability from initial...

  • Delivery Manager

    3 weeks ago

    London, Greater London, United Kingdom Rail Delivery Group Full time

    About the RoleWe are seeking a highly skilled Delivery Manager to join our team at the Rail Delivery Group. As a key member of our Digital Ticketing Services (DTS) team, you will play a critical role in ensuring the successful delivery of our smart ticketing projects.The successful candidate will have a proven track record of managing complex projects with...

  • Delivery Manager

    3 weeks ago

    London, Greater London, United Kingdom Rail Delivery Group Full time

    About the RoleWe are seeking a highly skilled Delivery Manager to join our team at the Rail Delivery Group. As a key member of our Digital Ticketing Services (DTS) team, you will play a critical role in ensuring the successful delivery of our smart ticketing projects.The successful candidate will have a proven track record of managing complex projects with...

  • Senior Manager, Project Management and Delivery

    4 weeks ago

    London, Greater London, United Kingdom DEA Specialised Airborne Operations Full time

    Project Manager - Business Growth and TransformationWe are seeking a highly skilled Project Manager to join our team at DEA Specialised Airborne Operations. As a key member of our organisation, you will be responsible for driving business growth, delivery, capability, and transformation.About Our OrganisationDEA Specialised Airborne Operations is a leading...

  • Delivery Manager

    4 weeks ago

    London, Greater London, United Kingdom Rail Delivery Group Full time

    About the RoleWe are seeking an experienced Delivery Manager to join our Digital Ticketing Services (DTS) team at the Rail Delivery Group. As a key member of our team, you will play a pivotal role in ensuring the successful delivery of our smart ticketing projects.Key ResponsibilitiesProvide end-to-end delivery and project management capability for DTS...

  • Delivery Manager

    3 weeks ago

    London, Greater London, United Kingdom Rail Delivery Group Full time

    About the RoleWe are seeking an experienced Delivery Manager to join our Digital Ticketing Services (DTS) team at the Rail Delivery Group. As a key member of our team, you will play a pivotal role in ensuring the successful delivery of our smart ticketing projects.Key ResponsibilitiesProvide end-to-end delivery and project management capability for DTS...

  • Delivery Operations Specialist

    2 days ago

    London, Greater London, United Kingdom Advanced Resource Managers Limited Full time

    Delivery Operations SpecialistAre you passionate about improving operational processes and delivering excellence? We're looking for a skilled Delivery Operations Specialist to join our team at Advanced Resource Managers Limited.About the Role:As a Delivery Operations Specialist, you will play a crucial role in managing global operational processes and...

  • Delivery Operations Specialist

    1 day ago

    London, Greater London, United Kingdom Advanced Resource Managers Limited Full time

    Delivery Operations SpecialistAre you passionate about improving operational processes and delivering excellence? We're looking for a skilled Delivery Operations Specialist to join our team at Advanced Resource Managers Limited.About the Role:As a Delivery Operations Specialist, you will play a crucial role in managing global operational processes and...

  • Delivery Operations Specialist

    23 hours ago

    London, Greater London, United Kingdom ARM Full time

    Delivery Operations SpecialistAre you passionate about improving operational processes and delivering excellence? We're looking for a skilled Delivery Operations Specialist to join our Quote-To-Cash department at ARM.About the Role:As a Delivery Operations Specialist, you will play a crucial role in managing global operational processes and ensuring the...

  • Delivery Operations Specialist

    2 days ago

    London, Greater London, United Kingdom ARM Full time

    Delivery Operations SpecialistAre you passionate about improving operational processes and delivering excellence? We're looking for a skilled Delivery Operations Specialist to join our Quote-To-Cash department at ARM.About the Role:As a Delivery Operations Specialist, you will play a crucial role in managing global operational processes and ensuring the...

  • Project Delivery Manager

    3 weeks ago

    London, Greater London, United Kingdom Hays Specialist Recruitment Limited Full time

    Hays Specialist Recruitment Limited is a leading global recruitment agency with a strong presence in the UK market. We are currently seeking a highly skilled Project Delivery Manager to join our team in London.Job Summary:We are looking for a seasoned professional to lead and manage multiple projects simultaneously, ensuring timely delivery and high-quality...

  • Project Delivery Manager

    3 weeks ago

    London, Greater London, United Kingdom Hays Specialist Recruitment Limited Full time

    Hays Specialist Recruitment Limited is a leading global recruitment agency with a strong presence in the UK market. We are currently seeking a highly skilled Project Delivery Manager to join our team in London.Job Summary:We are looking for a seasoned professional to lead and manage multiple projects simultaneously, ensuring timely delivery and high-quality...

  • Delivery Operations Specialist

    4 days ago

    London, Greater London, United Kingdom Advanced Resource Managers Limited Full time

    Delivery Operations SpecialistAre you passionate about improving operational processes and delivering excellence? We are seeking a skilled Delivery Operations Specialist to join our team and help us drive success in our Quote-To-Cash department.About the Role:As a Delivery Operations Specialist, you will play a crucial role in managing global operational...

  • Delivery Operations Specialist

    1 week ago

    London, Greater London, United Kingdom Advanced Resource Managers Limited Full time

    Delivery Operations SpecialistAre you passionate about improving operational processes and delivering excellence? We are seeking a skilled Delivery Operations Specialist to join our team and contribute to the success of our Quote-To-Cash department.About the Role:As a Delivery Operations Specialist, you will play a crucial role in managing global operational...

  • Delivery Operations Specialist

    1 week ago

    London, Greater London, United Kingdom Advanced Resource Managers Limited Full time

    Delivery Operations SpecialistAre you passionate about improving operational processes and delivering excellence? We are seeking a skilled Delivery Operations Specialist to join our team and contribute to the success of our Quote-To-Cash department.About the Role:As a Delivery Operations Specialist, you will play a crucial role in managing global operational...

  • Delivery Operations Specialist

    4 days ago

    London, Greater London, United Kingdom Advanced Resource Managers Limited Full time

    Delivery Operations SpecialistAre you passionate about improving operational processes and delivering excellence? We are seeking a skilled Delivery Operations Specialist to join our team and help us drive success in our Quote-To-Cash department.About the Role:As a Delivery Operations Specialist, you will play a crucial role in managing global operational...

  • Delivery Operations Specialist

    3 weeks ago

    London, Greater London, United Kingdom Advanced Resource Managers Limited Full time

    Job Title: Delivery Operations SpecialistAbout the Role:As a Delivery Operations Specialist at Advanced Resource Managers Limited, you will play a crucial role in managing global operational processes and ensuring the smooth delivery of product licenses and software post-sales. Your focus will be on optimizing efficiency, revenue, and margin performance...

  • Delivery Operations Specialist

    3 weeks ago

    London, Greater London, United Kingdom Advanced Resource Managers Limited Full time

    Job Title: Delivery Operations SpecialistAbout the Role:As a Delivery Operations Specialist at Advanced Resource Managers Limited, you will play a crucial role in managing global operational processes and ensuring the smooth delivery of product licenses and software post-sales. Your focus will be on optimizing efficiency, revenue, and margin performance...

  • Delivery Manager

    2 weeks ago

    London, Greater London, United Kingdom Rail Delivery Group Full time

    About the RoleWe are seeking an experienced Delivery Manager to join our Digital Ticketing Services (DTS) team at the Rail Delivery Group. As a key member of our team, you will play a pivotal role in ensuring the successful delivery of smart ticketing projects across the rail industry.Key ResponsibilitiesProvide end-to-end delivery and project management...