Head of Client Delivery, North America

• Develop and execute a holistic operational strategy that supports agency growth, enhances efficiency, and anticipates future needs
• Act as a key consultant and guide for discipline leads and senior leadership, helping navigate internal complexities and drive strategic initiatives
• Take charge of new business delivery strategy by owning operational modeling for pitches
• Own the financial health of our engagements and projects by overseeing scoping, estimation
• Lead the Client Delivery organization to meet utilization, margin and staff mix targets
• Build strong, trusting relationships with senior Client stakeholders, agency partners and internal partners
• Lead the onboarding of new Clients, implementing optimal Client Delivery structures and ways of working
• Represent Client Delivery at the highest levels of the organization
• Shepherd clients and teams through our delivery process
• Act as a senior point of contact and escalation point for key clients and agency partners
• Proactively identify and pursue organic growth opportunities across the Client Delivery portfolio
• Ensure the right team structures, roles and capabilities are deployed against Client scopes and business needs
• Implement and refine processes, workflows and standards that define best-in-class Client Delivery
• Align ways of working to global workflows, SLAs and KPIs
• Set, enforce and continuously elevate delivery quality standards across all teams
• Drive continuous improvement, simplification and standardization across Client Delivery
• Design, implement, and refine scalable processes for client onboarding, new hire training, financial tracking, and reporting
• Understand and deploy WPP Production technology and tool ecosystem
• Represent the North America region on global counsels related to client delivery and technology solutions and implementations
• Partner with finance on process improvements and monthly reporting
• Lead, mentor, and foster the professional growth of the delivery team
• Serve as the primary point of support for your team
• Champion team growth and engagement initiatives
• Oversee all resource planning, collaborating with discipline leads to ensure projects are staffed effectively
• Strategically guide a holistic global plan for optimized team delivery factoring in network models

• Extensive experience (likely 15+ years) in a senior delivery, production, or operations role within a creative agency or production environment
• Expertise in model implementation and transformation
• Possess proven executive presence with the ability to command a room, inspire confidence, and drive decisions with senior clients and internal leaders
• Outstanding communication, negotiation and executive stakeholder management
• Comfortable with the commercials and financials, from pricing, and scoping to resource management, monthly reporting and profitability reporting
• Experience driving excellence across complex portfolios of Clients and projects
• Strong track record of building, mentoring, and retaining strong, engaged teams
• You have a keen interest and work experience in emerging trends (like AI in production, new Martech) and a curiosity for how they can be applied to drive efficiency and creative excellence
• Skilled at navigating complex organizational structures and collaborating effectively across different disciplines and departments
• Demonstrated experience leading global and offshore-enabled delivery models, including governance, QA standards, handoffs, and time-zone optimized workflows
• Proven ability to create operational delivery models for pitches (not the creative narrative), including resourcing plans, timelines, pricing assumptions, role clarity, and risk mitigation
• Comfortable being the ultimate point of accountability for delivery outcomes, with a clear escalation mindset and strong cross-functional influence

competitive benefits package