Client Delivery- Managing Director at Hogarth

The Role:

• Reporting to the UK Managing Director, the Client Delivery – Managing Director is a senior leader accountable for establishing and delivering the vision and strategic direction for Hogarth’s regional Client Delivery Centre of Excellence (CoE).
• You will build the CoE from the ground up —recruiting, training and establishing the team whilst implementing best practices, and creating the operational frameworks that uphold Hogarth’s highest standards of Client Delivery excellence.
• You will oversee all Client Delivery functions within the CoE, ensuring world-class quality of service, on-time and on-budget completion of deliverables, and consistent and exceptional Client experience across all Client accounts. You are the ultimate point of escalation for Client Delivery across the CoE and will be responsible for operational discipline, performance, and commercial outcomes.
• You will with senior leadership based predominantly in the UK and other regional hubs, including Production, Finance, Client Growth, Commercial and Technology, to deliver with excellence. As a cultural architect, you will inspire high performance and ensure a cohesive, inclusive and empowering environment across the Client Delivery team.
• The Client Delivery – Managing Director owns profitability, utilisation, resource efficiency, commercial growth and optimisation across the entire Client Delivery CoE portfolio.

Key Areas of Responsibility:
Strategy and Financials

• Build Hogarth’s Client Delivery Centre of Excellence, ensuring the CoE drives efficiency, excellence and commercial performance.
• Lead the Client Delivery organisation to meet utilisation, margin and staff cost ratio targets.
• Formulate and activate strategic Client Delivery solutions based on insights, performance indicators and forecasted, projected pipeline of work.
• Ensure full utilisation across Client Delivery roles, aligning resource structures to Client revenue and managing team resources effectively.
• Develop and manage a fixed + flex resource model to protect margin and support workload peaks.
• Proactively identify and pursue organic growth opportunities across the Client Delivery portfolio.
• Ensure the right team structures, roles and capabilities are deployed against Client scopes and business needs.
• Own commercial performance across the Client Delivery portfolio, ensuring projects are profitable and billed accurately and on time.
• Govern freelance and external resource costs to maximise efficiency and protect margin.

Collaboration:

• Build strong, trusting relationships with senior Client stakeholders and internal partners across Client Growth, Production, Technology, Commercial and Finance.
• Navigate complex cross-functional priorities and influence decision-making at a senior level.
• Lead the onboarding of new Clients, implementing optimal Client Delivery structures and ways of working.
• Represent Client Delivery at the highest levels of the organisation, championing its role and impact.

Process and Operations:

• Implement and refine processes, workflows and standards that define best-in-class Client Delivery.
• Align the CoE to global workflows, SLAs and KPIs, ensuring full consistency with UK delivery standards.
• Set, enforce and continuously elevate delivery quality standards across all teams.
• Lead operational reviews, performance frameworks, SLAs, KPIs and governance to ensure excellence across the CoE.
• Drive continuous improvement, simplification and standardisation across Client Delivery.
• Ensure stakeholders have access to data, insights, systems and tools that enable informed decision-making.
• Ensure adoption, training and compliance across all delivery systems, tools and workflows.
• Implement remedial plans for talent underperformance and lead operational transformation where required.

Leadership:

• Create a culture of excellence, accountability, inclusion, learning and growth.
• Inspire and lead the CoE Client Delivery team to deliver their best work.
• Hire, develop and retain world-class Client Delivery talent, fostering progression.
• Model Hogarth values through exemplary leadership, professionalism and behaviour.
• Act as the ultimate point of escalation for Client Delivery issues, resolving challenges swiftly and decisively.

Talent & Capability:

• Serve as the Production Delivery Subject Matter Expert (SME), providing expertise and best-practice guidance, acting as the key representative for delivery excellence both with clients and across internal teams.
• Own onboarding frameworks and capacity ramp-up, ensuring new hires reach delivery readiness rapidly and consistently.
• Maintain full quality and performance parity with UK delivery standards, ensuring a consistent client experience.

Risk:

• Identify and mitigate risks across the Client Delivery portfolio.
• Intervene directly when business-critical issues arise.
• Ensure operational stability, continuity and resilience across all Client Delivery environments.

Requirements:

• Senior leadership experience in Client Delivery (Project Management), operations or production within a global or complex organisation.
• Proven ability to create and scale high-performing teams.
• Proven track record in building a team and leading multi-market Client Delivery functions or organisations.
• Expertise in model implementation and transformation.
• Demonstrated commercial ownership, including profitability and utilisation.
• Ability to build and lead large teams within matrix environments.
• Experience driving excellence across complex portfolios of Clients and projects.
• Outstanding communication, negotiation and executive stakeholder management.
• Understanding of Client Delivery ways of working across production disciplines.
• Experience working with hybrid, onshore/offshore resource models.
• Ability to confidently present to senior and executive Clients and internal stakeholders.

What you’ll bring:

• Extensive senior leadership experience in Client Delivery / Project Management
• Production/creative background and multi-disciplinary production knowledge
• Proven success leading multi-market or large-scale delivery organisations
• Strong commercial acumen and financial ownership
• Senior stakeholder leadership and communication skills
• Experience delivering transformation and cultural change