Digital Services Delivery Manager

GAIN is a creative-led, insight-driven company that blends data, tech and creativity. We believe the best ideas emerge where intelligence and creativity unite, where insight sparks imagination, and where innovation turns possibility into progress.  
 
We are explorers of new frontiers, shaping bold strategies that move people, brands, and businesses forward. Individually and together, our specialist teams provide the vision, data, and confidence brands and organisations need to make braver, more impactful decisions. 
 
Today as GAIN, we work as a united force, using data to fuel creativity, and technology to unlock new possibilities. As imagineers we don’t just embrace innovation – we engineer it, transforming information into action, and ideas into breakthroughs.  
 
This is where rebel thinking, smart technology, and data-driven creativity shape the future. Through our five specialist teams, Creative Studio, Conversion, Customer Science, Experience and Performance. Individually, and together, we work to fuel growth, and deliver measurable impact.
  

We are seeking an experienced Digital Services Delivery Manager to lead the day-to-day delivery operations of a high-performing Digital Services function. This leadership role is responsible for driving delivery performance, workforce productivity, and operational efficiency across a multi-disciplinary team spanning SEO, Paid Media, Digital Media, and Creative.

The successful candidate will oversee delivery execution, workforce planning, resource allocation, and performance management to ensure projects are delivered consistently, efficiently, and on time. Working with a distributed contractor workforce, this role will establish operational discipline, optimize team utilization, and foster a culture of accountability and continuous improvement.

This is a leadership role focused on operational execution rather than strategy or technical specialization. The ideal candidate is a strong people leader with a proven ability to manage delivery operations, improve team performance, and ensure high-quality outcomes in a fast-paced digital services environment.

KEY RESPONSIBILITIES:

Delivery Leadership & Team Management

• Act as primary operational manager for Digital Services team.
• Drive accountability through structured 1:1s, feedback cycles, and performance tracking
• Ensure clarity of expectations around output quality, responsiveness, and deadlines
• Manage onboarding and integration of new contractors
• Address underperformance and escalate delivery risks where required

Utilization & Productivity Ownership

• Monitor workforce utilization, capacity, and productivity metrics
• Identify inefficiencies, bottlenecks, and underutilized capacity
• Rebalance workloads to optimize output delivery
• Ensure alignment between demand and resource availability
• Improve operational workflows to enhance throughput and efficiency

End-to-End Delivery Oversight

• Maintain visibility across all live projects and campaigns
• Coordinate delivery across SEO, Paid Media, Digital Media, and Creative functions
• Proactively identify risks, dependencies, and blockers
• Drive resolution of operational issues and escalate when needed
• Ensure consistent and predictable delivery outcomes

Resource Planning & Workforce Management

• Support forecasting and workforce planning activities
• Provide recommendations on allocation, scaling, and contractor lifecycle decisions
• Identify capability and capacity gaps across the team
• Maintain accurate visibility of team structure and utilization
• Contribute to scaling readiness as the function grows

Performance Reporting & Insight Generation

• Own reporting on utilization, productivity, and delivery performance
• Translate operational data into actionable insights
• Provide clear updates to senior leadership on risks, trends, and opportunities
• Support data-led decision-making across operations and resourcing

Senior Stakeholder Management

• Act as the key operational interface between delivery teams and leadership
• Align closely with UK Functional Leads on delivery priorities and expectations
• Ensure strong communication, escalation, and accountability structures
• Support cross-functional initiatives and operational improvements
• Influence across multiple specialist teams without direct technical authority

Requirements

• 5+ years' experience in Delivery Management, Operations Management, Resource Management, Project Delivery, or Workforce Management within a digital agency, marketing services, or professional services environment.

• Demonstrated experience leading multidisciplinary digital teams.
• Experience managing distributed or remote workforces, including contractors.
• Strong understanding of delivery operations, resource planning, utilization management, and operational reporting.
• Experience managing multiple workstreams in a fast-paced environment.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent organizational and prioritization abilities.
• Proven ability to manage competing priorities across multiple teams.
• Strong stakeholder management and communication skills.
• Analytical mindset with the ability to interpret operational data and identify improvement opportunities.
• Experience using project management, resource planning, and reporting tools.
• Highly accountable, proactive, and solutions-oriented.

Benefits

Our benefits for Philippines-based employees include:

• Government-mandated contributions to SSS, PhilHealth, and Pag-IBIG in accordance with Philippine law.
• 13th Month Pay in compliance with Philippine labor regulations.
• Health & Dental (HMO) – Company-sponsored medical plan with dental coverage.
• Group Life Insurance with Accidental Death & Dismemberment (AD&D) coverage.
• Annual Physical Examination (APE) provided through accredited medical providers as part of our employee wellness program.
• Generous Leave Benefits – Vacation and sick leave entitlements above statutory minimums, in addition to Philippine regular and special holidays.

Equal Opportunities

GAIN is an equal opportunity employer and is committed to creating an inclusive workplace where everyone can thrive. We welcome applications from all suitably qualified candidates regardless of sex, race, colour, ethnic or national origin, disability, age, sexual orientation, gender identity or reassignment, religion or belief, marital or civil partnership status, pregnancy or maternity, or any other characteristic protected by applicable law.