Delivery Lead

HLabs is a London-based, full service design agency now in its fifth year. We're passionate about creativity, client success and continuous learning to take on any challenge as this startup hit’s its growth phase.

Our team, across 13 countries, thrives on open communication and adaptability, and we’re looking for someone excited to grow with us and help shape our evolving journey.

Who are HLabs?

We specialize in using interactive storytelling to create award winning immersive experiences using no-code technology from Webflow, Framer & Ceros to newer specialist tools like Rive & Vimeo interactive. 

We collaborate with three types of clients; Publishers like Vogue, Economist, & Time Out magazine, Brands like Hilton Grand Vacations, Red Bull & WWF and agencies like Emperor, Publicis & NewGen.

We minimise your project timelines, reduce in-house costs, through utilizing our comprehensive in house services, whilst always striving to support our company vision to "Create Stories That Matter'.

What's the role?

As our Delivery Lead, you will be a crucial member of the leadership team, responsible for overseeing the day-to-day management of projects and ensuring the efficiency of our delivery operations.

This role involves leading a team of five project managers (ranging from juniors to seniors) handling work allocation, tracking project progress, and reporting key performance metrics to the CEO. You will be instrumental in optimizing workflows, supporting the project management team, and ensuring projects are executed on time and within budget.

You’ll also serve as a critical escalation point for project managers and design leads to address any client issues effectively.

What are the key responsibilities?

Team Development & Leadership

• Support the growth of the project management team by enhancing skill sets, building resilience, and strengthening project knowledge. (Nice to have is discussing tactics on client interaction and building rapport with clients.)
• Provide coaching and guidance to a dynamic, diverse team, nurturing their development and ensuring they are equipped to handle complex project challenges.
• Establish clear goals and expectations, conducting regular performance reviews to drive team success and growth.
• Give feedback, clearly with evidence, to project management team with suggestions on where to improve next time.
• Act as a point of escalation for complex client issues, ensuring all matters are resolved with professionalism and empathy.
• Develop authentic communication and negotiation strategies (e.g. upsell or rush fees) to help the project management team maintain healthy client relationships.
• Suggest external training & workshops for project managers including qualifications that meet their training budgets.

Project & Resource Management

• Oversee daily allocation/traffic management of work across the team using Float, with the project managers and Creative Director, to act as the “final say” to optimize resource utilization.
• Track and audit timesheets, project profitability, and efficiency metrics using our Float system and Google sheets. 
• Oversee the PM’s run roughly 50 active projects in flight at once; projects range from quick turnaround projects of 3 days, to longer 8 weeks projects. With our model reflecting these shorter, more regular projects, we work at pace with a lot of last minute changes to timelines.
• Implement capacity planning systems to match team availability with project demands, preventing bottlenecks and optimizing project flow with freelance resource. (e.g. Negotiating paid overtime or booking freelancers on additional timezones).
• Sign off SOW's and timelines (with suggested tweaks if needed) with the project managers. (This includes, deciding when extra internal time is needed for testing new technology or processes.)

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Process Optimization

• Develop and enforce standard operating procedures (SOPs) to ensure consistency and quality in project execution.
• Drive automation and technology adoption to streamline repetitive tasks and improve workflow efficiency. 
• Suggest & implement improvements to our tech. We currently use a mix of Trello, Float, Google suite, Xero and Slack. We have used typeform to automate briefings and updates and have been experimenting with Airtable and Zapier. More automation would be encouraged.
• Gate keeper of HLabs process documentation, updating and improving where possible.

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Operational Reporting & Performance Metrics

• Track and report on key performance metrics, including project scope creep, resource billable hours, and project profitability.
• Provide regular reports to the CEO, offering insights into team performance, project profitability, and overall operational health.
• Conduct ‘Project in Review (PIR)’ sessions with the wider team (monthly) and PM’s (weekly) to air trends and learnings.

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Quality Assurance & Continuous Improvement

• Working with the other senior leads (Design Director, Illustration Director, Editorial Director and Tech Director) to establish quality assurance protocols to maintain high standards across all projects.
• Encourage a culture of continuous improvement, where team members actively seek ways to enhance processes and client satisfaction

Who will you be working with?

You will be working directly with the senior management team at HLabs to set business goals, up skill our project management team through regular 121's and work with up to 40 global HLab'ers around the globe to help deliver projects.

You will report up to the CEO, Han Springett that started the business (solo) in 2020 and has built the company from her experience in graphic design and no code tech sales.

What's the culture like?

• Buddy systems for all new joiners
• Awesome nights out, sports challenges and charity fundraising
• Global remote team comes to London every December
• Learning lunches, online team games and industry show & tells
• Daily standup for full remote team
• 50% Male 50% Female Senior leadership split
• 17 spoken languages on the team across 13 countries

What experience are we looking for?

Experience‍

• Over 5 years proven experience in managing and developing people, ideally within an agency setting.
• 2.1 degree or higher at University, BBB grade or higher at A-Level or equivalent. 
• Strong operational background with a track record of improving efficiency and optimizing project workflows.
• Experience in remote team management and familiarity with tools like Float, Trello, Xero, Google Suite and Slack for communication.

Skills

• Strong communication style that’s authentic, empathetic, and adaptable to the needs of a diverse team with some showcasing neuro diverse behaviors.
• An Excel demon who isn’t afraid of admin heavy tasks. 
• Proactive problem-solver with an ability to think on their feet, particularly in a remote and fast-paced environment.
• Strong attention to detail and high comfort level with tracking project metrics, timesheets, and profitability.

Attributes

• Excited by the opportunity to contribute to business strategy in a startup environment.
• Flexible and quick to pivot, with a nurturing and empathetic approach to team leadership.
• Aligned with HLabs’ values of growth, resilience, and open communication.
• A people person who enjoys contributing to the company culture in a friendly manner.

What are the job specifics?

• Delivery Lead
• Full-time position on PAYE if in UK
• Rolling contract for fully remote candidates will be considered
• 5 days a week
• UK Timezone 9am - 6pm

What are the extra benefits?

• International travel for client trips and HLabs meet ups.
• A collaborative, growth-oriented environment that values proactive problem-solving and team development.
• Flexible, remote work environment with opportunities for advancement as we expand our client base and global presence.
• Targeted training budget of up to £720 a year.
• In-house performance management with our business coach. 
• Access to offices in London, Amsterdam, Lisbon, Bucharest
• Generous holiday allowance
• Overtime (not encouraged) is billed at 1.5x pay and 2x pay at weekends if we have an emergency.
• We are a Visa sponsoring company (based on year's performance)