Head of Delivery

Location: Remote (UK-based)Position: Full-Time

Position Overview

We are looking for a hands-on, operationally focused Head of Delivery to lead and continuously improve how we deliver outstanding work to our clients. This role is a critical function within one of verse’s key accounts and is specifically referenced in our contracted service agreement.

As Head of Delivery, you will own the smooth, efficient, and high-quality delivery of all projects and services, on our key account. You will lead delivery operations, optimise processes, and ensure technical, production, and account teams are aligned. Acting as the central point of accountability for delivery excellence, you will work closely with Subject Matter Experts and internal leaders to ensure our work meets our client expectations.

You will have clear accountability for squad success, including delivery performance, margin management, and team cohesion. While you do not hold formal line management within the squad, you are responsible for building a high-performing, customer-centric team structure. You are accountable for maintaining profitability within the squad’s delivery budget and will work in collaboration with the Account Director, squad members, and Leadership Team to shape the direction of the account.

Key Responsibilities

1. Delivery Leadership & Oversight
   1. Own successful delivery across all projects and services, ensuring work is high-quality, on time, and meets client expectations.
   2. Act as the main point of contact for delivery matters within the squad, providing clear communication and rapid issue resolution. You are also responsible for fostering team alignment and cohesion as the Squad Leader.
   3. Lead project resourcing, ensuring the right people are matched to the right work.
   4. Be accountable for ensuring delivery operations, processes, and outputs effectively support the strategic and innovation objectives of the account, working closely with the Account Director and Leadership Team.
   5. Own and manage the MAB account delivery budget, ensuring delivery costs, resourcing, and outputs support agreed profitability and performance targets. You are accountable for the commercial performance of the squad within the agreed cost of sales framework, primarily staff and freelance costs. Where additional budget is required beyond the fixed operating costs, you will prepare and submit business cases for approval to the Leadership Team.
   6. Act as a senior point of contact for client stakeholders on delivery matters, contributing to the strength of the client-agency relationship.
2. Process Ownership & Improvement
   1. Own and improve delivery processes and systems to drive efficiency and consistency.
   2. Act on insight from Subject Matter Experts to ensure delivery processes align with technical direction.
   3. Provide operational leadership for process decisions, systems, and workflows.
3. Performance & Quality Management
   1. Set appropriate KPIs and performance metrics for the MAB account in collaboration with the Account Director and Leadership Team, and lead ongoing reporting on delivery performance and progress against those metrics.
   2. Uphold service standards (SLAs, KPIs) and drive a culture of accountability and continuous improvement.
   3. Lead Quarterly Business Reviews (QBRs) for internal and client stakeholders.
4. Squad Collaboration & Leadership
   1. Foster close collaboration between delivery, production, technical, and account teams.
   2. Provide leadership, mentorship, and day-to-day support for the delivery function and wider squad members, fostering a collaborative, high-performance environment.
   3. Maintain an open, supportive environment that promotes wellbeing and high performance.
   4. Collaborate with People Ops to ensure formal HR processes are followed, including absence management, probation reviews, and performance conversations. While you do not hold formal line management within the squad, you are expected to actively inform training plans, development activities, and performance feedback in your Squad Leader capacity.
   5. Keep the leadership team informed of delivery performance, risks, and opportunities.
5. Qualifications & Experience
   1. Proven senior delivery or operations leadership experience within a creative, digital, or content agency.
   2. Strong track record managing delivery processes, resourcing, and quality assurance.
   3. Experienced in improving workflows, systems, and tools to drive efficiency and output.
   4. Organised, detail-oriented, and confident problem-solver.
   5. Strong communicator and collaborator, able to engage at all levels.
   6. Comfortable working in a remote or hybrid environment.
      

Our Commitment to Information Security

At verse., keeping our clients' and employees' data safe is a top priority. As part of our commitment to ISO 27001, we expect every team member to:

1. Follow our security policies and best practices.
2. Spot and report potential security risks.
3. Play an active role in raising awareness of data protection and cybersecurity.

By embedding security into everything we do, we maintain high standards of trust, compliance, and operational excellence.

Equal Opportunities

verse. is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.