Service Delivery Lead

Campus Sofia
Senior
40 hours

Expertise: Marketing
Skills: Jira, English, Coaching, Team management, Agile, Digital Marketing, Stakeholder management, Marketing Operations, Adobe Experience Manager, Delivery Management
Employment: Employed

What’s in it for you

We’ll contact you ASAP

Send an email to Elena Dobreva

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What you'll do
Your qualities and skills as Service Delivery Lead
What’s in it for you
Get to know iO
What your colleagues say
Your application, step by step

What you'll do

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 client’s 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 client’s 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 specialists. In this assignment, you’ll 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. You'll 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 client’s 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 client’s stakeholders to identify opportunities for improvement, share findings, and drive enhancements within our digital marketing ecosystem and service delivery.

Your qualities and skills as Service Delivery Lead

Bachelor’s 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. It’s 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 iO’s campuses in Belgium, the Netherlands, Sweden and Denmark.

We’re 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 professionally. In for something fun? We like to get together for (sports) activities, Thursday beers, movie nights, or summer seaside working weeks (and the occasional party)

What’s in it for you

26 days of vacation days

Based on a 40-hour work week, you have 26 days of paid leave.

Additional health and dental insurance

Covering patient and outpatient care, health and dental care, reimbursement of costs for prescribed medicines, pregnancy and birth coverage.

Hybrid working

A good work-life balance is super important. Together with your team, you’ll decide when and where you work.

Healthy office snacks and specialty coffee

At our campus, we provide fresh fruits, healthy snacks and specialty coffee beverages throughout the day.

Personal training budget

Each year, you’ll get a budget of €3,000 to develop yourself, in your profession or as a person, through training, events, or courses.

Celebrating together

If there’s something to celebrate, we know how to party! From time to time, the party team at your campus will organise the best (theme) parties.

Questions about this position?

Hi! I’m Elena, Recruiter at iO, and I’m here to answer all your questions. What’s on your mind?

Send an email

or contact me via
+35 987 70 07 626

Get to know iO

2,000+
colleagues
13
campuses
5
countries
26
nationalities
10+
awards in the past year
∞
growing, learning and challenging yourself

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Your application, step by step

Working together, making an impact and growing: it all starts with the right connection. That's why we'd like to get to know you and want you to get to know your future colleagues too.

Let's get to know each other
We like to act quickly. If we can sense a match, we'll get in touch soon for a virtual introduction. This way, both you and we can see if there's a good fit.
Come say hi
How can your knowledge, skills and experience shine at iO? During a conversation with your future team lead, we’ll discuss interesting opportunities for you in our blended agency.
Meet the team
There are many people here who’d love to meet you! Your potential colleagues will join us at the table. And of course, you'll get a full campus tour.
Join the team!
Are we all excited? Congratulations! Go ahead and sign that contract. Together, we'll discuss the practical details and ensure you have everything you need to get started at iO.

FAQ

iO is a blended agency. Our experts in strategy, technology, data, content, creation, and marketing work in blended teams to create unforgettable brand and customer experiences together.

For some roles, an assesment or business case is part of the application process. If so, we’ll of course inform you during our virtual introduction.

All teams are part of a specific campus, but you’re more than welcome to work on other campuses too. You can discuss with your team when and where you’d like to work.

The fact that iO is a blended agency offers numerous benefits for your career path. You will learn and grow thanks to the vast diversity and expertise of your colleagues and the challenging collaborations with our clients. Moreover, you can shape your future yourself. With our extensive training opportunities, development paths, and personal attention, everything is in place for a thriving career.