Service Delivery Lead – Digital Marketing Operations

Are you a passionate leader with a knack for digital marketing operations and a heart for people development? Do you thrive in a cross-cultural environment, empowering teams to achieve excellence? We are seeking an inspiring Service Delivery Lead to join our vibrant Digital Marketing Operations team, shaping the future of digital marketing service delivery and transformation for our global client.

As our new Service Delivery Lead, you will be at the forefront of delivering exceptional value and driving success for our client by ensuring the efficient and effective delivery of our Digital Marketing Operations. Our team specializes in the execution phase of digital marketing

campaigns and all other services of the pre-defined service scope. We translate the client’s defined briefs and designed (global) campaigns into tangible deliverables, like the creation of web pages and PR/QR publications. We deliver consulting and arrange troubleshooting in collaboration with our client’s IT partner.

Reporting directly to the Service Delivery Manager, you will be entrusted with the vital role of nurturing, guiding, and empowering our talented team of 16 Digital Marketing Support specialists in the Web, Email and Analytics domains. In this role, you’ll be working closely and alongside the Service Delivery Manager. But of course, you will be supported by a broader team of specialists, empowering you to drive meaningful change.

Your leadership will be crucial in fostering a collaborative and high-performing environment, where team members feel supported, challenged, and motivated to excel. While upholding our commitment to meeting service KPIs and executing key operational processes to the highest standards, you will equally focus on the growth and development of your team. You'll serve as their primary point of contact and a trusted support. Spending time with your team and developing an in-depth understanding of their work is essential to becoming their go-to person when they require more senior support with decision-making, prioritisation and problem-solving.

• Inspiring leadership and team development: Lead, mentor, and coach a diverse team of Service Experts, fostering a positive, inclusive, and growth-oriented environment. Provide regular, constructive, and empowering feedback during monthly 1:1 sessions to help each team member reach their full potential.

• Operational Excellence Program ownership: Own, lead, drive and continuously optimize the end-to-end Operational Excellence program across all domains, driving the continuous improvement agenda from strategy and roadmap to execution, adoption and measurable impact. Establish an improved governance, prioritization and progress tracking to ensure initiatives are aligned with service maturity, added value for our client and long-term scalability, while enabling the team to identify, implement and sustain improvements.

• Service Delivery coordination and ownership: Lead your team in organizing, assigning, and executing our client’s demand and be a decision-maker in complex (requester, planning or IT) challenges and escalations. Maintain hands-on involvement with operational tasks if required during peak moments. 60% of your work consists of people management, 40% of process management and improvements.

• Proactive problem solving: Drive escalations to timely resolution and lead initiatives that enhance process efficiency, proactively preventing future issues and continuously improving our activation value chain within the Digital Marketing Operations organization.

• Strategic collaboration: Foster collaboration across various team roles and actively identify opportunities for improvement, share findings, and drive enhancements within our digital marketing ecosystem and service delivery.

Your Qualifications and Skills

• Bachelor’s degree in Marketing, Communications, Digital, Technology, or related field

• A minimum of 5 years of professional experience in Marketing, Communications, Digital Marketing or something similar

• 3+ years of proven experience in leading, mentoring, and developing teams, with a strong emphasis on fostering individual and collective growth

• Experience in overseeing digital marketing operations, demonstrating the ability to strategically manage and find creative solutions with deadlines to achieve desired outcomes

• Proficiency in working with digital tooling such as Jira Service Management and Jira Kanban

• Excellent communication skills with great proficiency in both written and spoken English (C1 level)

• A natural collaborator with strong emotional intelligence, capable of building rapport and trust across diverse teams and stakeholders

While you might not perfectly match every single factor listed above, if you are motivated and have a natural aptitude and fondness for guiding a team, we would love to hear from you.