Delivery Director

As the Delivery Director, you will oversee a team of Engagement Managers and Consultants, ensuring the smooth execution and delivery of Salesforce technology solutions. Your primary focus will be on operational efficiency, team management and ensuring the successful delivery of projects in line with Merkle’s strategic goals. While you will spend most of your time managing internal operations, you may also engage in billable work when demand requires. You will work closely with the Engagement Director and other senior leaders to ensure that projects are delivered on time, within scope, and to the highest standards.

Job Description:

​Key Responsibilities: 

Team Leadership & Development: 

• Lead and mentor a team of Engagement Managers and Consultants to ensure the successful delivery of Salesforce solutions. 

• Foster a collaborative and high-performance team culture, focusing on development and operational excellence. 

• Provide guidance and support on delivery challenges, helping the team navigate evolving project demands. 

• Offer coaching and feedback to ensure continuous professional development and alignment with Merkle’s goals. 
   

Internal Operations & Project Delivery: 

• Oversee the day-to-day operations of the engagement team, ensuring projects are executed efficiently and meet client expectations. 

• Collaborate with the Engagement Director to define and implement strategies that enhance operational efficiency and streamline delivery processes. 

• Monitor team performance to ensure alignment with project and organisational objectives. 

Process Improvement & Innovation: 

• Identify areas for operational improvement to increase the efficiency and effectiveness of project delivery. 

• Promote a culture of continuous improvement and innovation, encouraging new ideas and methodologies for delivering high-quality solutions. 

• Drive internal initiatives that keep Merkle ahead of industry trends and client needs. 

Stakeholder Management: 

• Build and maintain strong relationships with internal stakeholders and third-party vendors to ensure alignment with client requirements. 

• Manage key project escalations and resolve issues proactively to minimize project risks and delays. 

• Provide leadership and support during high-stakes or high-risk projects as needed. 

Reporting & Insights: 

• Provide regular updates on team performance, project status, and operational challenges to senior leadership. 

• Contribute to strategic discussions and provide insights to help improve team effectiveness and client satisfaction. 

Billable Work Focus: 

• Engage with clients on billable projects as necessary, contributing to project tasks to ensure delivery success. 

• Primarily focus on internal operations and team management, stepping into client-facing roles as required. 

Qualifications & Experience: 

• 7+ years of experience in managing Salesforce-based technology projects, with at least 2 years in a senior leadership or management role overseeing engagement teams. 

• Strong background in Salesforce platforms, including Salesforce Cloud solutions (Sales, Service, Marketing, etc.), and a deep understanding of Salesforce project delivery methodologies. 

• Proven track record in leadin