Delivery Director
Salary £ Competitive salary based on experience.
London (Hybrid - Tuesday, Wednesday & Thursday in office)
Vacancy listed 11/02/2026
Application deadline 28/02/2026
Details
About Make Agency

Make Agency is a boutique creative digital agency working with major brands including TikTok, Santander, Campari, and Addison Lee. With a team of approximately 40 talented professionals, we deliver creative campaigns, social medial, web, motion, design, and digital marketing solutions that move our clients from execution support to true strategic partnership.

The Role

We’re looking for an experienced Delivery Director to own the operational excellence of our project execution. Working closely with our Client Services Director, you’ll be the engine that
ensures we deliver exceptional work profitably, on time, and to the highest quality standards.

This role sits at the heart of Make Agency, acting as the connective tissue between client-facing teams and our creative, web development, and digital marketing specialists.

Key Responsibilities

Project Execution & Workflow Management
  • Ensure work moves efficiently through the agency from brief to completion
  • Manage timelines, dependencies, and handoffs between teams
  • Optimize processes and workflows across departments

Resource Allocation & Capacity Planning
  • Work with department heads to assign the right people to the right projects
  • Provide realistic capacity forecasts to enable informed client commitments
  • Address allocation challenges and prevent both underutilization and over-allocation

Profitability & Scope Management
  • Monitor scope creep and prevent overservicing
  • Track actual hours vs. budgeted hours across all accounts
  • Flag profitability concerns early and enable commercial interventions
  • Ensure projects are delivered on budget

Quality Control
  • Maintain delivery standards across all client work
  • Implement systems that support consistent, high-quality output
  • Drive continuous improvement in how we work

Cross-functional Coordination
  • Bridge Client Services (managing client expectations) with delivery teams (doing the work)
  • Facilitate effective communication between creative, technology, and account teams
  • Escalate issues appropriately, distinguishing between internal solutions and client-facing conversations

Working with the Client Services Director

You’ll work as two sides of the same coin with our Client Services Director:

On new briefs - You’ll confirm feasibility and assign resources after Client Services agrees scope with clients, flagging any capacity issues before commitment

During projects - You’ll own day-to-day execution while Client Services owns the relationship, collaborating on scope changes or timeline adjustments

Resource planning - You’ll provide the intelligence that enables realistic client commitments

Problem-solving - You’ll resolve issues internally where possible, briefing Client Services when client conversations are needed

Profitability - You’ll be the early warning system that protects margins while Client Services protects relationships

What We’re Looking For

Essential Experience
  • Proven track record in delivery/operations leadership at a creative or digital agency
  • Experience managing multiple concurrent projects across different disciplines
  • Strong understanding of agency profitability and resource management
  • Excellent project management and organisational skills
  • Ability to implement systems and processes that scale

Key Competencies

  • Strategic thinking combined with operational excellence
  • Strong commercial acumen - understanding the balance between client satisfaction and profitability
  • Excellent stakeholder management across all levels
  • Problem-solving mindset with the ability to anticipate issues
  • Confidence to push back constructively when protecting delivery standards

Personal Qualities

  • Collaborative leadership style that brings teams together
  • Clear, direct communicator who can have difficult conversations
  • Detail-oriented without losing sight of the bigger picture
  • Energized by operational challenges and process improvement
  • Comfortable working in a fast-paced, entrepreneurial environment

Benefits

Health & Wellbeing
Cycle to Work scheme.
Office breakfast & healthy snacks.
Company wellbeing programme.

Learning & Development
Access to team and personal development budget.
Regular ‘Lunch & Learn’ sessions.

Time Off
26 days' annual leave plus bank holidays.
Enhanced parental leave.

How We Work
Hybrid working (Tuesday, Wednesday & Thursday in office).
Work from anywhere for one month per year. (anywhere within 1hr of GMT)

Diversity & Inclusion Statement
At Make, we value diversity, creativity, and innovation. We believe that a variety of perspectives makes us stronger, and we encourage applications from all backgrounds.

How to Apply
If you're enthusiastic about digital advertising and have a keen eye for detail, we'd love to hear from you. Please submit your CV and a brief cover letter outlining your experience and why you’re a great fit for this role.

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