Service Delivery Director

**Marketing**:
**Berlin, BE**

**About the job**:
**The Role**

Responsible for ensuring operational service delivery runs smoothly without issues, with overall accountability for the day-to-day running of the account, ensuring that client business demand can be met.

This will require an individual who is adept at co-ordinate cross-agency project delivery teams including creative, campaign and planning experts to deliver performance campaign services.

**As a Service Director, you will be accountable for**:

- Delivery demand forecasting and capacity planning
- Delivery quality - meeting SLA’s and KPI’s (internal and external)
- Operational reporting - status tracking, SLA and KPI reporting
- Resource management - role casting and career management
- Delivery team onboarding and training
- Team governance - ways of working; including communication management (ceremony cadence and governance), capacity management, delivery process RASCI
- Ongoing service design - continuous improvement and increasing efficiency and optimising cost of service delivery
- Escalation point for service challenges and failures
- Overarching coordination of all service lines to ensure integrated cross-functional operational delivery

**Qualifications**:

- Circa 8+ years experience within CRM delivery and operations
- Strong knowledge of campaign automation and content management systems, and operational processes
- Understands, customises and optimises the entire campaign management process, to include new campaign requirements, development test, production execution and quality control
- Strong technical background and proficiency with understanding data
- Proven experience managing client communications and expectations
- Experience managing and owning technical delivery projects
- Excellent problem-solving skills and attention to detail
- Experience of working with multi-region clients and deliveries
- Capable of leading a senior team
- Strong presentation skills
- Advantageous to have prior commercial management experience
- Advantageous to have prior solution design experience

**Additional Information**:

- We work with highly motivated people, who support and enrich each other. We live the possibilities of the digital world through home office, meaning you can work anywhere with flexible (annual) working hours. We also value face-to-face exchanges - coffee or tea, biscuits or fruit are all welcomed on board and shared throughout our offices.

If you ever feel the need to take a break from the digital world, we love to get hands on together and use pens, paper, and whiteboards for brainstorming sessions. For networking and (brain) food, we offer regular exchange formats, like meetings, tech labs and more. Not enough? We are full believers in education and support training, whether it be internally or externally. We support you.

**And we offer even more**
- 5 weeks of vacation (25 days) + 3 wellness days

❤️ 2 Volunteering days to share the kindness of your heart with others
- Flexible working hours and home office

Fully covered certifications in AWS, Azure, Adobe, Microsoft, Snowflake etc.

Full access to Dentsu Academy, on-site learning sessions

Pet friendly offices

Team events: company parties, monthly breakfasts, and pub quizzes

Snacks, and drinks at the office

Referral bonus program

Laptop + equipment

Corporate mobile phone subscription

**Contact**

Mo Kazemi

Talent Acquisition Business Partner

**About the Company**:
Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put _people_ at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC.