Associate Director, Delivery Services

Responsibilities

• Lead and develop a team of delivery resources across varying experience levels.
• Conduct regular one-on-one check-ins and team meetings to foster collaboration, support development, and proactively identify engagement risks.
• Maintain visibility into all engagements managed by direct reports to manage risk and identify opportunities for cross-practice collaboration.
• Ensure delivery best practices are consistently followed; implement performance tracking and reporting across engagements.
• Partner with operations, practice, and delivery leadership to roll out initiatives, gather feedback, and create documentation or training materials as needed.
• Lead by example by contributing to a positive, inclusive team culture and high morale.
• Scope new and expanding engagements to support accurate staffing and resourcing plans.
• Address performance gaps early through constructive feedback and coaching to avoid negative client or delivery impacts.
• Ensure a clear understanding of statements of work, team responsibilities, deliverables, and technical requirements to support smooth execution.
• Collaborate with team members to manage risk and deliver work in alignment with contractual terms and conditions.
• Manage project burn, budgets, and financial performance across engagements.
• Oversee engagement resourcing, including contractor candidate selection, onboarding, capacity planning, and performance management.
• Lead routine status check-ins with contractor resources to maintain visibility into progress, challenges, and opportunities.
• Collect and act on feedback from client stakeholders regarding consultant performance and service delivery.
• Regularly review engagements to identify workflow or tool optimizations, improve team performance, and uncover opportunities to expand client relationships.
• Contribute to the development of qualitative and quantitative methodologies to assess delivery effectiveness and outcomes.
• Support engagements across delivery functions as needed, including:
• Initial project setup and detailed engagement onboarding
• Team member onboarding and offboarding
• Financial setup and oversight (budget creation, system updates, financial reviews, invoice validation)
• Status updates and business review presentations
• Routine check-ins with contractor resources and client stakeholders
• Partnering with internal teams to identify, troubleshoot, and mitigate project risks
• Account Management:
• Serve as the primary point of contact for key internal and client stakeholders.
• Plan and lead regular business reviews in partnership with operations, sales, and practice teams to review progress and align on future objectives.
• Contribute to the development and execution of account growth strategies.
• Maintain awareness of broader One North and TEKsystems offerings and best practices that may add value to active engagements.
• Conduct both formal and informal client satisfaction assessments.

Qualifications

• 10 or more years of experience in digital project or account management within a fast-paced, hands-on environment; agency experience preferred
• Proven people management and team development experience
• Strong business acumen with the ability to build business cases, gather requirements, and translate needs into client solutions
• Demonstrated experience estimating project scope, managing budgets, and monitoring project burn
• Solid understanding of digital marketing concepts and creative production workflows, with the ability to ask insightful questions and provide strategic guidance
• Excellent written and verbal communication skills
• Highly organized, detail-oriented, and comfortable managing multiple concurrent projects
• Strong time management and problem-solving skills; able to operate autonomously with professionalism and composure
• Comfortable working in a test-and-learn environment
• Self-aware leader who proactively seeks feedback, acknowledges mistakes, and applies lessons learned to continuous improvement

Benefits

• Blue Cross Blue Shield PPO Health coverage
• Health savings account with employer-funded contributions
• Dental and Vision insurance
• Life/AD&D insurance and Short/Long Term Disability insurance free of cost, with the option to add additional voluntary coverage if desired
• 401(k) plan allowing employees to save for retirement through pre- or post-tax contributions along with employer-matched funds for maximized savings potential
• Transportation Benefits enabling employees to make pre-tax contributions to pay for parking and public transit needs
• 4 weeks of paid time off, in addition to company paid holidays
• Paid Parental and Primary Caregiver Leave for new births, adoptions, or foster placements of children
• Employee Perks Program offering member-only discounts and corporate rates on various services