Head of Delivery

Our client is one of Australia's leading digital agencies, and we are looking for a Head of Delivery to join their growing team.

The main purpose of the Head of Delivery position is to lead and develop a high-performing team of Account Managers, Coordinators and Designers to deliver all projects to clients on time and within budget.

There is some flexibility with WFH, but the role will predominately be based in the Gold Coast office.

This role would suit a current Head of Delivery / Head of Production / Head of Client Services, looking for a sea change, or Traffic Manager / Production Manager / Operations Manager looking to step up.

**Key Responsibilities & Accountabilities**

**Leadership Excellence**:

- Build, enable and mentor a high performing team that thinks about the big picture, understands the why, contributes ideas, and takes a strategic approach to delivering projects for our clients.
- Demonstrate a ‘customer champion’ mindset, prioritise the customer experience and balance customer needs with commercial sense.
- Manage your team members through all parts of the employee lifecycle.
- Manage the end-to-end recruitment process as necessary for new team members within the Delivery team.
- Motivate and inspire your team members to further progress their skills, efficiencies, and stay up-to-date with latest industry/technology trends.
- Be responsible for what the team is working on and ensure everything is being carried out as efficiently as possible, whilst mitigating risks.
- Responsible for the quality of deliverables by the Accounts Management and Design team
- Ensure business unit operational activities are on track, while continuously improving process efficiencies.
- Hold a position on the Leadership Team, contributing to the overall growth and success of the agency.

**Accounts Management/Delivery/Client Work Excellence**:

- Lead the team to deliver projects on time, and on budget for our client portfolio.
- Complete responsibility for the successful delivery of client work.
- Complete responsibility for the process, documentation, execution and quality assurance of the agency's work.
- Manage and track progress of set budgets and revenue targets.
- Accountability and management of resources forecasts and capacity planning.
- Create, implement and champion best in class project methodologies and processes.
- Create and manage detailed documentation, briefs, requirements and communications notes for your client portfolio.
- Deliver exceptional client satisfaction, as measured through client feedback.
- Conduct comprehensive discovery sessions with new clients to establish objectives and measures of success. Taking the time to properly understand needs vs wants.
- Detailed analysis of data to continually optimise and improve project delivery across the agency.
- Oversee all reporting for clients, ensuring the report process and format is relevant, timely, efficient and valuable for clients.

**Skills & Experience**
- Proven track record and 5+ years experience leading and mentoring a team.
- **Demonstrated delivery of complex projects in the eCommerce / digital development space would be advantageous.**:

- Experience with all people functions (recruitment, onboarding, performance management etc).
- Experience running business operations highly desirable.
- Proactive and self-motivated, highly curious, collaborative and digital/social thinker.
- Effective interpersonal skills, stakeholder management, and conflict resolution skills.
- Analytical skills to identify risks and solve any problems which may arise.
- Ability to learn and adapt to new technologies and trends.
- Exceptional project management skills with supporting qualifications
- Superior written and verbal communication and organisational skills.
- Calm and tactful under pressure, able to juggle many tasks at once.
- Strong leadership skills.