Service Delivery Lead

Are you a passionate leader with a knack for digital marketing operations and a heart for people development Do you thrive in a cross-cultural environment empowering teams to achieve excellence We are seeking an inspiring Service Delivery Lead to join our vibrant Digital Marketing Operations team shaping the future of digital marketing service delivery and transformation for our global client.

As our new Service Delivery Lead - Web you will be at the forefront of delivering exceptional value and driving success for our client by ensuring the efficient and effective delivery of our Digital Marketing Operations. Our Web team specializes in the execution phase of digital marketing campaigns and all other services of the pre-defined service scope. We translate the clients defined briefs and designed (global) campaigns into tangible deliverables like the creation of web pages and PR/QR publications. We deliver consulting and arrange troubleshooting in collaboration with our clients IT partner.

Reporting directly to the Service Delivery Manager you will be entrusted with the vital role of nurturing guiding and empowering our talented team of 9 Digital Marketing Support Web this assignment youll be working closely and alongside the Service Delivery Lead for the Email domain and the Service Delivery Manager. But of course you will be supported by a broader team of specialists empowering you to drive meaningful change.

Your leadership will be crucial in fostering a collaborative and high-performing environment where team members feel supported challenged and motivated to excel. While upholding our commitment to meeting service KPIs and executing key operational processes to the highest standards you will equally focus on the growth and development of your team. Youll serve as their primary point of contact and a trusted support ensuring their day-to-day work is not only efficient but also enriching. Beyond your leadership responsibilities you will remain hands-on actively engaging with requesters through Jira and providing direct operational support.

What we are looking for

• Inspiring leadership and team development: Lead mentor and coach a diverse team of Service Experts fostering a positive inclusive and growth-oriented environment. Provide regular constructive and empowering feedback during monthly 1:1 sessions to help each team member reach their full potential.

• Operational Excellence and process ownership: Drive and optimize delivery processes at a team level ensuring effective and scalable execution against qualitative and quantitative KPIs and service scope. Take full ownership of executing service delivery processes within the team empowering them to contribute to process improvements.

• Hands-on contribution: Support in organizing assigning and executing our clients demand stepping in to solve complex (requester planning or IT) challenges and maintaining hands-on involvement with operational tasks as required. Therefore some technical knowledge on Adobe CMS platforms is a plus. 70% of your work consists of people management 30% will be hands-on operational (excellence) work.

• Proactive problem solving: Drive escalations to timely resolution and lead initiatives that enhance process efficiency proactively preventing future issues and continuously improving our activation value chain within the Digital Marketing Operations organization.

• Strategic collaboration: Foster collaboration across various team roles and actively engage with the clients stakeholders to identify opportunities for improvement share findings and drive enhancements within our digital marketing ecosystem and service delivery.

• Bachelors degree in Marketing Communications Digital Technology or related field

• A minimum of 5 years of professional experience in Marketing Communications Digital Marketing or IT

• 3 years of proven experience in leading mentoring and developing teams with a strong emphasis on fostering individual and collective growth

• Experience in overseeing digital marketing operations demonstrating the ability to strategically manage and find creative solutions with deadlines to achieve desired outcomes

• Proficiency in working with digital tooling such as Jira Service Management and Jira Kanban

• Excellent communication skills with great proficiency in both written and spoken English (C1 level)

• A natural collaborator with strong emotional intelligence capable of building rapport and trust across diverse teams and stakeholders

Our campus is situated in the heart of Sofia our workspace is not just an office or a campus. Its a place for us to meet create learn share inspire and grow together. We have over 20 years of experience creating innovative web and mobile software solutions. We work in self-organizing teams for our incredible clients with frequent contact and collaboration across iOs campuses in Belgium the Netherlands Sweden and Denmark.

Were proud of our open non-hierarchical and people-focused organization. The established processes and the flexibility we give our employees make our campus atmosphere inspiring and motivating and it helps them develop further as experts in their field. As an example we offer a dedicated flexible coaching program that helps colleagues grow both personally and for something fun We like to get together for (sports) activities Thursday beers movie nights or summer seaside working weeks (and the occasional party)