Director, Digital MarTech Delivery

Overview

The Director, Digital Delivery leads a shared‑services team that provides hands‑on digital execution for marcom professionals worldwide. This leader establishes a scalable, service‑oriented operating model (intake → triage → production → QA → release → measurement), guarantees SLA‑based service delivery, and ensures every asset is on‑brand, accessible, and privacy‑compliant across our platforms.  The role partners closely with the Strategy and Operations pillar to ensure operational excellence and coherence within the overall operational arc of the wider team.  

What you’ll be responsible for:

Worldwide Service Operations

• Design and run a followthesun Digital Delivery service for central/regional MarCom, defining the service catalog (e.g., adhoc publishing, landing pages, modules, campaigns, email programs), intake rules, SLAs, and escalation paths—partnering closely with Strategy & Ops.
• Establish an intake & triage function with transparent status, ETAs, and quality gates, and you’ll publish operating procedures and response targets.

Delivery & Production (Web, Intranet, Marketing Automation, Campaigns)

• Oversee adhoc publishing (e.g., page updates, templated content) and ensure brand, accessibility, and privacy checks.
• Lead buildouts for complex campaigns and assets—landing pages, site experiences, campaign templates, and marketing automation programs.
• Coordinate cross channel orchestration with central and regional teams and collaborate with peer Martech pillars to deliver cohesive experiences.

Technical Troubleshooting & Issue Resolution

• Serve as the escalation point for technical issues affecting publishing, campaign execution, or platform functionality, driving root cause diagnosis and coordinating fixes with Product Owners, IT, and vendors.
• Maintain a knowledge base of common issues and resolutions, implement proactive monitoring, and reduce repeat incidents.
• Ensure incident response SLAs are met and communicate status and learnings transparently to stakeholders.

Communication, Enablement & Best Practices

• Run a predictable communications cadence with MarCom: service updates, playbooks, calendars, and “what’s changed” notes.
• Create how to resources (templates, checklists, quick start guides) that improve request quality and enable self service where appropriate.
• Capture feedback loops from marcom team members and translate insights into repeatable patterns and service refinements.

Measurement & Continuous Improvement

• Define and track delivery KPIs (e.g., SLA attainment, cycle/lead time, first time right %, governance compliance).
• Drive a metrics to action rhythm with Product Owners—using insights to inform backlogs, templates, tooling, and process improvements tied to business outcomes.

People Leadership & Resourcing

• Coach and develop a high performing shared services team (producers, publishers, QA, enablement), with clear roles, career pathways, objectives and expected results.
• Balance worldwide capacity and skills against demand and implement flexible resourcing models to manage surge periods. 

 

What you’ll bring to WSP

Required Qualifications: 

• 12+ years of relevant experience including 10+ years in digital marketing, digital production, or marketing operations, including 5+ years leading service delivery teams in a global, matrixed environment.
• Proven experience running a shared services/production desk with SLA based delivery.
• Broad fluency across enterprise MarTech platforms and workflows (web CMS, intranet, marketing automation, analytics, release/QA).
• A demonstrated commitment to brand standards, accessibility, and privacy compliance across enterprise digital channels.
• Exceptional stakeholder communication, prioritization, and conflict resolution skills; you thrive in high volume, fast turn environments.
• Agility, resilience, and comfort with ambiguity as you build and mature a new global function.
• A bachelor’s degree in a relevant field such as: Marketing, Business Administration, Digital Media, or a related discipline.

Preferred Qualifications:

• Nice to have: Master’s degree (MBA, MSc, or MA) in Digital Transformation, Marketing Technology, Business Strategy.
• Nice to have: Certifications in Martech platforms, agile and-or scrum methodologies.

What success looks like:

• A globally consistent, SLA-driven digital delivery model is fully operational, with clear intake, triage, production, QA,