Company Description

Our client is an international agency that provides scalable offshore sales and marketing solutions.

About the role

The Director of Service Delivery is the senior leader accountable for how client work gets delivered across the organization. Reporting to the COO, this role owns delivery execution, quality standards, capacity planning, and operational scalability for the entire Service Delivery function.

This role now requires a leader with a strong marketing or agency background who understands how to run multi-disciplinary delivery teams across project management, creative, content, video, tech, and related service lines. The Director must be able to improve quality control in creative and content workflows, build stronger delivery discipline, and ensure that customer expectations, internal capacity, and actual output quality remain aligned.

Working in close partnership with the Director of Customer Success, this role ensures that customer expectations set and managed by Customer Success are translated into disciplined, predictable, and commercially sound delivery. Customer Success owns the what and why; Service Delivery owns the how and when.

What Success Looks Like in This Role

• Higher and more consistent quality across creative, content, and other client deliverables.
• Stronger adherence to scope, SLA, briefing, QC, and escalation standards.
• Improved delivery predictability, utilization balance, and margin protection.
• Fewer preventable revisions, rework loops, and delivery-related escalations.
• A stronger second line of delivery leadership with clear ownership and operating discipline.

Key Responsibilities

Strategic Ownership and Delivery Execution

• Define and execute the overall Service Delivery strategy in alignment with company
  objectives.
• Translate customer commitments and business priorities into delivery roadmaps,
  capacity plans, and execution frameworks.
• Serve as a strategic advisor to the COO on delivery readiness, service capability, scalability, and organizational maturity.
• Ensure the Service Delivery organization is structured to support both customer outcomes and sustainable operational performance.

End-to-End Delivery Accountability

• Lead the Service Delivery organization, Delivery Leads, and Creative/Content execution teams.
• Own on-time, on-scope, on-budget delivery performance across all accounts and service lines.
• Provide final leadership escalation for delivery-related issues, coordinating closely with Customer Success on customer-facing resolutions.
• Ensure delivery risks, dependencies, and execution gaps are surfaced early and managed before they impact customers.

Creative Quality and Delivery Excellence

• Own quality systems across design, copy/content, video, and other marketing deliverables, with a particular focus on strengthening the content and creative quality layer.
• Define acceptance criteria, review standards, and quality checkpoints by deliverable type so teams know what good looks like before work is sent to customers.
• Reduce preventable QA failures, customer-facing errors, and excessive revision loops through stronger review discipline, calibration, and coaching.
• Partner with creative and content leads to identify recurring quality issues and implement corrective actions that raise standards sustainably, not temporarily.

Governance, Scope control, and SLA Discipline

• Define and enforce delivery playbooks, SOPs, briefing standards, escalation paths, and service governance mechanisms.
• Own adherence to scope and SLA standards, ensuring customer commitments remain aligned with delivery capability and package boundaries.
• Partner cross-functionally to identify and correct expectation gaps created during sales, onboarding, or ongoing account management.
• Prevent out-of-scope work, unmanaged urgency, and avoidable margin leakage by establishing stronger intake, approval, and exception-management controls.

Leadership, Team Design and, Capability Building

• Design team structures, role clarity, and resourcing models that match service complexity, customer demand, and growth plans.
• Hire, develop, and mentor managers and team leads to build a strong second line of leadership within Service Delivery.
• Create a culture of ownership, process discipline, accountability, and operational excellence across the delivery organization.
• Coach leaders to manage through systems, standards, and data rather than escalation dependency or reactive workarounds.

Customer Success and Cross-Functional Partnership

• Operate as the primary internal partner to the Director of Customer Success on customer health, escalation management, account risk, and service evolution.
• Participate in regular joint reviews focused on client health, delivery risks, quality concerns, churn drivers, and growth readiness.
• Collaborate with Sales, Operations, Finance, and other key partners to validate scope, feasibility, utilization, forecasting, and service economics.
• Support executive-level customer conversations when delivery depth, credibility, or recovery planning is required.

Skills & Qualifications

• 10+ years of experience in Service Delivery, Operations, Client Services, Agency Delivery, or a closely related leadership function.
• Required: meaningful leadership experience in a marketing agency, creative agency, performance marketing agency, or comparable productized-services environment.
• Strong experience leading multi-disciplinary teams that may include project management, design, copy/content, video, digital marketing, technical execution, or related functions.
• Proven success building scalable delivery systems, operating rhythms, SOPs, QC frameworks, and leadership structures in a fast-paced service environment.
• Demonstrated ability to use data and analytics to diagnose delivery issues, improve process performance, and drive continuous improvement.
• Experience working with North American or other international clients and stakeholders.
• Strong commercial judgment, with the ability to balance customer responsiveness, quality, utilization, and margin protection.

Leadership Attributes

• Agency-savvy operator: Understands the realities of managing recurring client delivery in a marketing or creative services environment.
• Quality-first systems builder: Raises standards through structure, calibration, coaching, and review discipline rather than reactive fixes alone.
• Process-oriented and data-driven: Uses dashboards, metrics, and root-cause thinking to improve performance in a sustained way.
• Scale-minded and execution-focused: Can build systems that support growth while preserving reliability, clarity, and accountability.
• Collaborative but firm: Partners effectively with Customer Success and other functions while maintaining strong delivery governance and role clarity.
• Calm and decisive under pressure: Can lead through escalations, ambiguity, and rapid change without losing control of standards or priorities.

Success Measures

• Improvement in on-time, on-scope, and on-budget delivery performance.
• Reduction in QA failures, preventable revisions, and customer-facing quality issues.
• Reduction in delivery-related escalations and repeat root-cause themes.
• Improved adherence to scope, SLA, briefing, QC, and escalation standards.
• Stronger predictability in utilization, capacity planning, and delivery throughput.
• Reduced out-of-scope work and better protection of service margin.
• Higher confidence in the delivery leadership bench and lower dependency on top-down intervention.

Employment Structure

• Onsite in Dhaka, Bangladesh | Full-time
• Salary: BDT 200,000 - 400,000
• Benefits: Government holidays + Bi-annual festival bonuses + Annual salary review + Paid casual & sick leave
• Work Week: Monday-Friday, 10:00 am - 07:00 pm

Hiring Process

1. Screening interview with Talvette
2. First Interview with COO and HR
3. Final Interview with Founders
4. Task assessment
5. Receive an offer
6. Join their team full-time