Head of Client Delivery

Reports to: Director of Operations

About the role

Owns the strategy, execution standards, and quality of everything the agency delivers to clients across SDRs, GTM engineering, and in tandem with Customer Success. This person is the birds-eye owner of how well the machine runs: they set the delivery standard, audit against it, close the gaps, and directly lead the SDR and GTM functions while working alongside the Head of Customer Success to make sure the CSM team is following processes and accounts are renewing.

Responsibilities

• Strategy & Cross-Functional Delivery
  • Own the end-to-end delivery strategy from signed contract to sustained client results, across CS, SDR, and GTM.
  • Identify where the three functions hand off to each other and remove the seams that cost clients time or quality.
  • Translate company goals into quarterly delivery priorities and drive them to completion.
  • Partner with the Head of CS on quality control, retention, expansion, and onboarding strategy, bringing the SDR and GTM levers CS doesn't control.
• Quality Control (all departments)
  • Own a single, documented delivery quality standard spanning CS, SDR, and GTM.
  • Audit execution against that standard: onboarding, campaign launches, weekly cadences, reporting, documentation, action items, and escalation handling.
  • Review call recordings, account scorecards, and campaign performance to find execution gaps before clients feel them.
  • When the same issue shows up across multiple people or accounts, fix it at the root cause. Update SOPs and training rather than patching case by case.
  • Feed CS specific findings to the Head of CS as standards and coaching input, not by managing CSMs directly.
• SDR & GTM Leadership (direct management)
  • Line-manage SDR Managers and GTM Engineers: performance, priorities, development, and accountability.
  • Run structured 1:1s focused on delivery health, performance, client risk, and individual growth.
  • Train when the gap is knowledge or skill; coach when the gap is judgment, preparation, communication, or leadership; hold accountable when the standard is understood but repeatedly missed.
  • Own SDR and GTM capacity, workload, coverage, and continuity; flag when to hire.
• Escalation & Client Risk
  • Ensure every function surfaces and escalates problems before clients complain.
  • Step into at-risk accounts selectively, then use the situation to level up the responsible team or lead, rather than permanently absorbing the work.
  • Serve as the cross-functional escalation point when a client issue spans more than one department.
  • Join check-in calls when needed to see if the account could use support or a new strategy idea.
• Account Coordination
  • Collaborate with the Head of CS on account assignments so CS, SDR, and GTM coverage stays aligned.
  • Own coverage and continuity planning across SDR and GTM.

Team Structure

• Peers: Head of Customer Success
• Direct reports: SDR Managers, GTM Engineers
• Works cross-functionally with: Customer Success (via Head of CS), Account Management, SDR Managers

About Us

LevelUp Leads is an SDR appointment setting agency focused on providing lead generation and sales solutions for our clients. Our mission is to help companies scale by connecting them with high-quality leads and opportunities.