Delivery Manager

Client Delivery & Operations • US Headquartered company

Purpose of the Role

Ensemble delivers digital marketing and AI services to a growing base of clinical and healthcare clients. The Delivery Manager owns the system that keeps that growth running smoothly — making on-time, on-scope delivery the standard across every account by owning intake, planning, capacity, cadence, and quality end to end.

This is a dedicated operations role focused on one outcome: consistent, reliable delivery. It is the foundation that lets clients trust us with more work and lets the team do its best work without friction.

Reporting

Reports to: COO / Managing Director

Works with: Account leads, the offshore (India) delivery team, and specialists across SEO, Paid Ads, Creative, Video, Web Development, Content, and AI.

Core Responsibilities

- Own on-time delivery across all accounts
- Hold end-to-end accountability for every client deliverable shipping on time and to standard.
- Maintain one live view of all work in flight — status, owner, due date, and risk — so nothing stays invisible until it is already late.
- Plan capacity and resources
- Forecast team capacity against committed work and flag over-allocation before it causes slippage.
- Balance workload across the offshore team and specialists; reassign to clear bottlenecks.
- Translate client commitments into realistic timelines the team can actually hit — push back when they can’t.
- Control intake, priorities, and scope
- Run a disciplined intake process — no work starts without a clear scope, owner, and deadline.




- Set and communicate priorities across accounts; resolve conflicts between competing client demands.
- Catch scope creep early and escalate the trade-off rather than silently absorbing it into the timeline.
- Run the delivery cadence
- Lead a recurring delivery rhythm (daily standup + weekly account review) that surfaces risk early.
- Coordinate across time zones so the offshore team stays unblocked and handoffs don’t stall overnight.
- Track dependencies and escalations and drive them to resolution.
- Enforce quality
- Review deliverables before they reach the client — nothing ships below standard.
- For healthcare and clinical clients, ensure work meets compliance expectations (HIPAA-aware handling, compliant tracking and reporting).
- Reduce rework by catching issues internally, not at the client.
- Report to clients and leadership
- Give clients explicit, consistent status updates — progress, what’s next, and any risks to the timeline.
- Give leadership an honest, data-backed view of delivery health and where it is at risk.
- Build the delivery system
- Develop and maintain SOPs, checklists, and workflows so delivery is predictable, not heroic.
- Continuously remove recurring blockers and improve throughput without simply adding headcount.
- Mentor coordinators and the offshore team toward accountability and ownership.





What Success Looks Like (KPIs)

Delivery health is measured, reviewed monthly, and owned by this role:

Metric Target

1. On-time delivery rate ≥ 95% of deliverables shipped by the committed date
2. Rework rate < 10% of deliverables needing rework after internal review
3. Client-reported quality issues Trending down quarter over quarter
4. Team utilization 75–85% (productive, not overloaded or idle)
5. SLA / turnaround compliance ≥ 95% of requests handled within agreed timeframes
6. Delivery visibility 100% of active work tracked in one live source of truth
7. Escalation handling Risks flagged and resolved before the deadline, not after

Qualifications

- 5–8+ years in project or delivery management, ideally in a digital or creative agency.
- Proven track record improving or scaling on-time delivery across multiple concurrent accounts.
- Working knowledge of SEO, Google Ads, Meta Ads, social, creative and video production, web development, content, and analytics — enough to judge quality and timelines, not necessarily to execute hands-on.
- Experience coordinating distributed or offshore teams across time zones.
- Familiarity with healthcare or clinical client requirements (HIPAA awareness) is a strong plus.
- Strong on process design, prioritization, communication, and stakeholder management.

Ideal Candidate An operations leader who makes delivery boringly predictable. Organized, calm under competing deadlines, and relentless about removing blockers and building the systems that let good work ship on time — every account, every time.

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