Service Delivery Director

The Service Delivery Director is responsible for leading the service delivery team at Gripped, including Content, SEO, Web Development, Martech, Design, Paid Media, and Strategy & Planning.

This role will lead and coordinate our team of specialists and their activities to ensure successful service delivery to our customers. At the same time, assisting and supporting the business in leading and ensuring customer work and projects, reporting, people, strategy, budget, resource management, ways of working and service innovation.

The critical success of this role sits at the heart of striking the right balance between inspiring and driving customer centric delivery and successful planning and management of specialists and freelancers within the business.


  • Ensuring Gripped has the right specialist headcount and mix of skills and experience to deliver against agreed strategies and tactics to provide value to our customers.
  • Implementing delivery processes that drive high-quality output to satisfy customers' requirements.
  • Develop and implement strategies that enhance our ability to deliver to time and quality, as well as maintain client satisfaction.
  • Ensure the delivery of projects aligns with client goals and expectations, fostering strong, long-term client relationships. Act as a senior point of escalation to ensure timely and effective resolutions.
  • Lead, motivate, and develop a high-performing service delivery team. Manage team structure and dynamics to ensure optimal performance, including hiring, training, and professional development.
  • Capture requirements around the operational aspects of service delivery, including process optimisation, resource allocation, and technology utilisation. Work with the Ops Director to ensure these are prioritised and embedded effectively in the team.
  • Implement and maintain quality assurance protocols and standards to ensure deliverables meet the highest quality standards.
  • Work closely with other departments, such as Customer Success and Operations, to ensure alignment on company goals and seamless service delivery. Facilitate effective communication across teams.
  • Define and monitor key performance indicators (KPIs) for service delivery. Use data to drive decisions and continuous improvement initiatives.
  • Stay abreast of industry trends and innovations in digital marketing. Encourage the adoption of new tools, technologies, and methodologies to enhance service delivery and competitive advantage.


Experience and skills:

  • Educated to degree level or equivalent
  • At least 4 years experience of people management
  • 6+ years of B2B Marketing Agency experience
  • Excellent communication skills
  • An understanding of Digital Marketing principles
  • Exposure to a variety of Marketing techniques and projects
  • All set against a B2B environment


Why join Gripped?

  • 25 Days holiday allowance
  • Generous pension contributions
  • A culture of learning and development
  • Company Summer Away Days and Christmas party
  • Based in central London near Borough Market or explore remote opportunities
  • Choice of your own laptop and equipment
  • Career progression
  • Company Social Committee
  • Cycle to work scheme
  • Work with an exciting range of SaaS and tech companies
  • Working for an ambitious, fast-growing agency

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