Delivery Director at OLIVER Agency… · Kuala…

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. Role: Delivery Director Location: Kuala Lumpur, Malaysia About the role: As OLIVER continues to expand across APAC, our clients are asking for more than “delivery”. They want a partner who can operationalise their marketing vision, modernise ways of working, and reliably deliver at speed and scale across channels, markets and time zones. This role exists to elevate APAC’s capability to deliver this by: Translating client strategy into workable operating models and execution systems. Driving account transformation (ways of working, tooling, governance, talent models). Embedding GenAI-enabled delivery to improve speed, quality, consistency and knowledge reuse. Leading a shared services hub that improves scalability, standardisation and capacity access across accounts. Partner with New Biz, Client Leadership, Strategy, Creative & Technology to design compelling solutions for pitches, renewals, and RFP responses. Ensuring work is delivered on brief, on time, and to the expected quality, with strong stakeholder confidence The Regional Delivery Director sets the regional standard for delivery excellence, supporting account leadership teams to transform how work gets done, and enables mobility of work and people across studios and accounts. What you will be doing: 1) Operationalise Client Vision & Improve Delivery Outcomes Partner with client and account leadership to translate vision, strategy and roadmaps into delivery plans, operating rhythms, and measurable outcomes. Ensure delivery approaches are fit-for-purpose across retained, project, high-volume, and “follow-the-sun” models. Establish and maintain regional delivery standards (brief quality, planning, prioritisation, estimation, QA, approvals, handoffs, and reporting). 2) Lead Account Transformation (Ways of Working + Operating Models) Diagnose delivery pain points and maturity. Design and implement account-specific operating model improvements: intake, triage, prioritisation, sprint/cadence models, SLAs, resourcing models, QA and release management. Lead change management: adoption plans, comms, training, stakeholder alignment, and ongoing optimisation. 3) Lead a Shared Services Hub Define the hub vision, scope (services offered), service catalogue, SLAs, and engagement model with accounts. Set up hub governance Enable cross-account load balancing to improve speed to delivery and reduce bottlenecks. Standardise repeatable delivery components (templates, playbooks, reusable assets, production patterns). 4) GenAI Enablement & Responsible Adoption Identify and prioritise GenAI use cases that improve delivery (e.g., versioning, localisation support, content QA, summarisation, briefing, knowledge retrieval, production acceleration). Partner with global and regional stakeholders to embed GenAI into workflows with proper governance. Build training and adoption programs so delivery and craft teams can use GenAI confidently and consistently. 5) New Business Solutioning (Pitches, RFPs, and Go-to-Market Delivery Design) Lead the delivery and operating model design for new opportunities including service model and scope definition, tooling and GenAI workflow designs, resource models, etc. (roles, capabilities, ramp plans, onboarding approach) Provide operational due diligence on proposed solutions: identify delivery risks, dependencies, assumptions, and mitigation plans. Ensure estimates, timelines, and delivery commitments are realistic, transparent, and execution-ready, aligned to client expectations and internal capacity. 6) Regional Delivery Governance & Ownership Create and maintain documentation that tracks delivery status, dependencies, risks and mitigations across key engagements. Ensure project lifecycle management is maintained and continuously improved. Oversee regional capacity planning, mobility of talent, and cross-studio collaboration. Monitor utilisation as an indicator of planning health and scalability and address chronic under/overload patterns. Mentor and develop delivery leadership: coaching, capability frameworks, training paths, succession planning. Measures of Success: Regional Account Health Score above 90% Aggregate Net Promoter Score (NPS) above 45 and Client Sat Score (CSAT) above 90 Client Retention above 95% What you need to be great in this role: 15+ years in delivery/operations leadership roles 10+ years in agency environments Extensive experience leading multi-market, multi-disciplinary delivery models Proven track record operationalising strategy into scalable delivery systems and governance Demonstrated success in account transformation / change leadership Strong client leadership: trusted operator, confident communicator, escalation management Deep understanding of delivery tooling, workflow design, and capacity planning Practical understanding of GenAI applications in marketing operations and production (and governance implications) Comfortable operating across regions, cultures and time zones Passion for and inquisitive about AI and new technologies Understanding and knowledge of AI tools is beneficial, but ability to learn and digest benefits and features of AI tools is critical The Right Fit: Chief Operating Officer / Vice President / Head of Operations of an independent agency managing teams and complex processes, focusing on efficiency and delivery. Managing Director at an independent or network agency with oversight of projects, clients, and delivery processes who bring strategic and operational expertise to the table. Senior Delivery Director / Head of PMO / VP of Project Management at a network agency overseeing the delivery of client projects and campaigns to ensure client satisfaction. Global / Regional Programme Directors at a network agency or consulting firm, managing large-scale projects with strategic oversight. Req ID: 16666 #LI-DB1 #LI-Remote Our values shape everything we do: Be Ambitious to succeed Be Imaginative to push the boundaries of what’s possible Be Inspirational to do groundbreaking work Be always learning and listening to understand Be Results-focused to exceed expectations 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.