Head of Operations & Delivery New London, England, United Kingdom

Established in 2004, OLIVER is the world’s first and only specialist in designing, building, and running bespoke in‑house agencies and marketing ecosystems for brands. We partner with over 300 clients in 40+ countries and counting. Our unique model drives creativity and efficiency, allowing us to deliver tailored solutions that resonate deeply with audiences. As a part of The Brandtech Group, we’re at the forefront of leveraging cutting‑edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decision‑making, empowering our teams to produce innovative and impactful results.

About the role: This is an opportunity to join one of our client’s, OLIVER’s award‑winning in‑house studio, as Head of Operations & Delivery, driving operational excellence and delivery leadership across multi‑market programmes for our FMCG clients. Shape the operational backbone of creative delivery that powers exceptional client outcomes. Based in the UK with hybrid working arrangements, you’ll lead delivery and operations teams across multiple markets, ensuring projects run seamlessly from brief to brilliant execution. Your operational expertise and hands‑on leadership will drive financial performance, delivery excellence, and team success across complex, business‑critical initiatives. We support flexible working and are open to different arrangements. We offer reasonable adjustments throughout the process. You’ll be the strategic and operational force behind seamless project delivery that drives exceptional results for global FMCG brands. Working at the intersection of creative production, financial performance, and people leadership, you’ll translate complex client requirements into efficient delivery systems that exceed expectations. We’re looking for someone who can balance strategic oversight with hands‑on problem‑solving, finding innovative approaches that optimise both quality and commercial outcomes. Success means delivering projects on time and on budget while building high‑performing teams and sustainable operational frameworks.

What you will be doing:

• Lead complex, multi‑market programmes that deliver measurable client impact and business growth
• Drive delivery P&L performance, achieving financial targets through strategic resource planning and commercial optimisation
• Transform operational challenges into streamlined processes that improve efficiency and team effectiveness
• Build and mentor high‑performing delivery teams across Project Directors, Operations Directors, and Operations Managers
• Collaborate with Global Programme Directors and client stakeholders to shape delivery strategy and execution
• Guide resource planning and capacity management that balances utilisation optimisation with team wellbeing
• Create governance frameworks and quality assurance processes that ensure consistent delivery excellence
• Lead AI and innovation project delivery, establishing new standards for creative and operational efficiency
• Shape commercial models and pricing strategies that drive sustainable business growth
• Deliver operational KPIs that demonstrate continuous improvement and competitive advantage

What you need to be great in this role:

• A proven track record of leading delivery and operations in creative/agency environments, with strong evidence of P&L management and team development
• Commercial and financial expertise that connects operational decisions to business outcomes and client value
• Proven ability to lead complex, multi‑market programmes with systematic problem‑solving and escalation management
• Expertise in creative production processes, digital workflows, and content delivery across multiple channels
• Experience managing workforce planning, performance development, and organisational design with empathy and accountability
• A talent for stakeholder management across all organisational levels, from team members to senior client executives
• The ability to balance strategic thinking with hands‑on execution, adapting approaches based on project complexity and market needs
• An understanding of asset‑based pricing models, resource optimisation, and vendor management best practices

Gen AI & Agentic Thinking:

• Strategic integration of AI tools (ChatGPT, Claude, project management AI, analytics platforms) to enhance delivery efficiency and quality control
• Agentic leadership: systematic approach to complex operational challenges, breaking down multi‑market programmes into manageable components
• Experience establishing AI governance frameworks and quality standards for delivery teams
• Understanding of AI’s role in creative production workflows, with ability to guide responsible implementation
• Advanced agentic thinking for strategic planning: identifying optimal delivery approaches and executing with clear reasoning
• Ability to drive AI capability development across teams while maintaining human creativity and client relationship excellence

Experience includes:

• 10+ years in delivery or operations roles within creative environments
• 5+ years in leadership positions with P&L responsibility and team management
• Hands‑on experience with FMCG clients or similar large‑scale accounts (preferred)
• Background in both waterfall and agile methodologies
• International market experience across multiple regions

Our values shape everything we do: Be Imaginative, be always learning and listening, be actively pro‑inclusive and anti‑racist across our community, clients and creations. OLIVER, a part of the Brandtech Group, is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential, and individual differences are valued and respected. All applicants shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other characteristic protected by local laws. OLIVER has set ambitious environmental goals around sustainability, with science‑based emissions reduction targets. Collectively, we work towards our mission, embedding sustainability into every department and through every stage of the project lifecycle.