Keenpac is hiring a
Head of Client Operations

Summary

The Head of Delivery and Client Operations at Oliver is responsible for managing the delivery of projects globally, improving operational efficiency, and building a world-class Delivery Discipline. The role requires both day-to-day delivery management and strategic focus on long-term operational improvements. The person will be measured on key performance indicators such as project margin, gross profit, account health score, net promoter score, client satisfaction score, and client retention.

Requirements

• A minimum of 15 years in a delivery capacity
• 10+ years in marketing services
• 10+ years interfacing directly with clients
• 5+ years managing through structural and/or significant process changes
• Demonstrated history of being both process driven and result focused
• Excellent stakeholder engagement skills with the ability to proactively organize and influence stakeholders
• Highly proficient in client commercial management
• Curious and interested in technology and thinks first about how technology can be at the heart of client solutions

Responsibilities

• Manage the delivery of projects globally according to contractual timelines, budgets, and quality specifications
• Build, maintain, and evolve a world-class Delivery Discipline for Oliver across the region
• Introduce leading-edge methods, structures, and best practices such as use of Traceability Matrices
• Ownership of the Account Review, Account Health Assessment, and Client Sat Survey processes
• Improve Risk Management, Commercial Management, and Stakeholder Management across the entire Discipline
• Expand Delivery Mentoring Program
• Increase Delivery agility to accommodate new situations
• Support the ‘ReImplementation’ of certain accounts
• Bring digital agency think to Oliver's increasing portfolio of complex and tech-dependent builds
• Minimizing erosion between Sold At and Delivered At Project and Account Margin
• Change the Oliver culture to routinely use Change Orders / Variations when scope or schedule changes are requested by clients
• Maintenance and continuous improvement of the New Market Introduction process
• Partner with the Capacity Management team towards load balancing the accounts
• Partner with the Commercial Finance team towards designing solutions and determining pricing
• Help diffuse new technology into the organization and client solutions
• Help keep Oliver's Margin Dilutive Freelancer spend to a minimum

Benefits

Net zero by 2030 commitment and action on DE&I in the sector