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Senior Manager, Delivery Operations Specialist

2 months ago

London, Greater London, United Kingdom icp Full time
About ICP

ICP is a global leader in Content Operations, providing innovative solutions that drive exceptional business outcomes for top-tier brands. Our expertise spans content management, logistics, creative operations, and digital commerce enablement, empowering global companies to achieve seamless content flow across all systems and channels.

We are a team of curious, focused, creative, trustworthy, and inclusive professionals who thrive on cultivating strong relationships and driving growth. We're passionate about building and nurturing relationships with clients and colleagues alike.

Job Summary

We're seeking a seasoned Senior Manager to join our Delivery Operations team. As a key member of our team, you'll oversee the daily operations and executional deliverables across our Service Level Agreements (SLAs) for a major FMCG client. Your primary focus will be on delivering exceptional results, ensuring quality and excellence at every opportunity.

Key Responsibilities
  • Operational Excellence: Ensure seamless execution of daily operations, including oversight of SLAs, team capacity, and platform activity.
  • Client Focus: Serve as the central point of contact for key business stakeholders, providing data and analysis on team and capacity status, SLAs, and platform activity aligned to client expectations.
  • Pain Point Identification: Identify inefficiencies in client and internal processes, making recommendations to improve and mitigate them.
  • Governance and Documentation: Maintain and implement governance programs and documentation to address common issues, ensuring enhanced user experiences across all business needs and objectives.
  • System Expertise: Acquire knowledge and expertise in all systems, platforms, domains, and products used by our teams.
  • Consultative Approach: Provide consultative guidance on product functionalities and system integrations, mitigating impact on operational teams and processes.
  • Strategic Optimization: Enable strategic optimization and recommendations for process automation opportunities.
  • Quality Assurance: Own the QA process across all deliverables and QA the deliverables themselves, through relevant team structures and reports.
  • Change Management: Support and implement change initiatives, including stakeholder engagement presentations, user trainings, and action plans.
  • Team Management: Effectively lead globally dispersed teams, communicate with global clients, and ensure the right team is in place for the roles required across our SLAs.
  • Strategic Alignment: Collaborate with the Client Partner and Exec Consultants to think strategically about deliverables and engagements, driving efficiencies, best practices, and learnings across the account.
Requirements
  • 8+ years of overall market experience, including at least 5-6 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 independently and lead cross-functional teams, building exceptional working relationships with clients and colleagues.
  • Knowledge across some of ICP's services, ideally around Managed Services in a marketing technology solutions context (DAM/PIM), with a consulting approach to client collaboration.
  • Experience collaborating with a wide range of stakeholders client-side from marketing, procurement, and IT/technical.
  • Solution-focused mindset and the ability to connect specifics of digital marketing operations to the outcomes desired by our clients.
  • Strong communication skills, both verbal and written, with an influential communication style.