Director of Operational Excellence

The Director of Operational Excellence is a transversal leadership role created to ensure that ICF Next E&A functions as a single high-performance and efficient engine. Reporting to Senior Leadership you are the guardian of ICF Nexts standard of quality. While Delivery Directors (Events Production Outreach) own the expertise the solutions and production of their specific pillars you are responsible for the integrated quality seamless cooperation and operational integrity and agility of the collective work.

You serve as the strategic partner to the Solution Director; while the Solution Director and Account Management teams drive the innovation of the client solution you ensure the operational feasibility and delivery excellence of these complex integrated projects. You act as the final arbiter of transversal quality ensuring that the agencys internal synchronisation results in a flawless unified experience for the client from kick-off to final hand-off.

Core Responsibilities:

Integrated Quality Governance

• Define and audit the Quality Gates for large-scale multi-pillar projects. You hold the authority to trigger internal quality reviews to ensure the agencys reputation for excellence is protected across all deliverables.

• Own the connective lines between departments. You create the delivery frameworks to ensure that the quality of work remains consistent as it moves through the production chain (Outreach Events and Production).

• Act as a relay for the MD and CSD. You provide a high-level view of project health identifying risks to quality or delivery before they impact the client relationship.

Strategic Resource Synergy & Validation

• Review the Project Delivery Model proposed by Delivery Directors and Communication Managers for complex projects. You validate that the project structure and workflow in line with the delivery framework is optimised for integrated delivery and meets the agencys quality benchmarks and cost control.

• Identify opportunities where transversal talent or shared roles can improve communication flow as well as delivery & costs efficiency. This includes leveraging expertise from the wider ICF (Europe & Asia and beyond). You propose these models to Delivery Directors to break down silo-based thinking.

• Conduct continuous audits of the agencys delivery capabilities in consultations with Delivery Directors. Identify emerging skill gaps or misalignments between current talent and market demands. Provide recommendations to Senior Leadership for targeted skill development training programmes or new strategic hires to ensure the agencys talent pool remains future-proof and competitive.

Efficiency & Productivity

• Monitor the production machinery to identify where quality and cost are being eroded or efficiency is lost. You investigate recurring re-work or departmental friction partnering with Delivery Directors to implement structural fixes.

• Run market research analysis identify potential new partnerships and support Delivery Directors in managing key vendors and suppliers

• Lead the analysis to identify where AI can improve the quality speed and cost-effectiveness of the agencys partnership with Delivery Directors identify concrete opportunities and drive the successful rollout and adoption of AI-driven solutions across the teams. Ensure all implementations are carried out under management approval and in strict accordance with ICF guidelines on the use of AI.

Key Relationships & Client Engagement

• Serve as a direct reporting line to the Managing Director and with a dotted line to the Client Service Director providing a transparent high-level Heat Map of agency delivery health.

• Act as the primary advisor to leadership on operational risk.

• Act as strategic partner to the Solution Director: Constant collaboration to ensure that the agencys creative and technical ambitions are matched by a robust and realistic delivery plan.

• Supportive Partner to Account Management: Provide the operational confidence needed for high-stakes client promises.

• At the request of Account Management attend key client kick-offs or delivery reviews to represent the agencys commitment to Operational Excellence.

• Quality Escalation: Act as the senior operational lead in client meetings if transversal delivery issues require a high-level governance-based resolution.

• Work alongside the Directors of Outreach Events and Production to ensure their individual departmental crafts are unified by a seamless integrated process.

• Act as a strategic operational resource for Service Directors who may trigger a request for support to resolve complex delivery challenges resource bottlenecks or process friction within their pillars.

• Provide a high-level review of proposed integrated solutions at the tendering stage for complex transversal offers. Challenge the model to ensure it is a seamless unified delivery approach guaranteeing efficiency and productivity.

The ideal profile

• Senior operational leader with a minimum of 8 to 10 years of experience in complex multi-disciplinary delivery environments

• Proven ability to connect strategy and execution ensuring high-quality efficient project delivery and end-client satisfaction

• Strong track record in driving operational excellence consistency and process improvement

• Experience working across cross-functional teams (e.g. events production outreach account management)

• Hands on approach with the ability to identify inefficiencies anticipate risks and implement solutions

• Comfortable influencing and advising senior stakeholders on delivery models and operational risks

• Solid understanding of resource planning cost control and scalable delivery approaches

• Change-oriented with interest or experience in AI and new ways of working to improve delivery

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At ICF we are committed to ensuring a fair and equitable interview process for all candidates based on their own skills and knowledge. As part of this commitment the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However we understand that some candidates may require accommodations that involve the use of AI. If such an accommodation is needed candidates are instructed to contact us in advance at. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.