Service Delivery Manager

Your tasks

As our VOCA Delivery Manager, you will lead and coordinate end-to-end project delivery, client communication, operational execution across branding, marketing communication, digital campaigns, and activation projects while also handling day-to-day project management responsibilities:

• Handle client escalations, project risks, and issue resolution to maintain delivery quality and client satisfaction.

• Ensure project delivery quality, timeline alignment, and execution standards across assigned projects.

• Manage end-to-end project execution from planning to delivery.

• Translate client requirements into actionable implementation plans.

• Oversee execution of social media campaigns, branding initiatives, digital campaigns, and activation projects.

• Define and manage project scope, timelines, deliverables, resource allocation, risks, and escalation points.

• Serve as the main point of contact for assigned clients.

• Coordinate cross-functional teams and stakeholders to ensure smooth project delivery and operational alignment.

• Develop and maintain organized project documentation, SOPs, timelines, and handover materials.

• Build and optimize operational workflows, project management processes, and delivery efficiency to support scalable operations.

• Monitor campaign execution, reporting, and deliverable quality.

• Monitor project profitability, resource allocation, and utilization to support sustainable delivery operations.

• Track delivery KPIs, project performance, and operational metrics to drive continuous improvement.

Requirements

• Background in branding, creative agencies, or digital marketing.

• A positive 'can do' attitude, high work ethics, and a willingness to learn and share knowledge.

1. Strong ownership and accountability mindset
2. Excellent communication and coordination skills
3. Strong project management and organizational skills
4. Problem-solving and process improvement mindset
5. Able to multitask and work under pressure
6. Client-centric and collaborative attitude
7. Good command of written and spoken English
8. Google Workspace / Microsoft Office
9. Experience with AI tools is a plus
10. Understanding of branding, marketing communication, and digital marketing
11. Basic understanding of budgeting and project financial management
12. 3-6+ years experience in project management, operations, delivery management, or account management
13. Experience in agency, branding, marketing, or digital marketing environment preferred
14. Experience coordinating cross-functional teams and client-facing projects
15. Bachelor Degree in Marketing, Business Administration, Communications, Management, or related fields
16. Knowledge of additional languages and international experience.
17. Familiarity with eLearning platforms, web-based tools, social media, and digital channels.
18. Knowledge of audio, video post production
19. Experience with PM tools and apps (Asana, Monday.com, Jira, or similar) is plus.
20. Good understanding of localization principles and processes