TLA

Head of Delivery and Operations

TLA

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Lead

About the role

  • Own the business operating cadence and alignment
  • Design and run the company operating cadence: weekly priorities and trade-offs, fortnightly delivery review, monthly performance review, and quarterly planning.
  • Maintain a single source of truth for priorities, delivery dates, owners, dependencies, and risks.
  • Drive decision clarity: ensure key decisions are made, documented, communicated, and then executed.
  • Hold departments accountable to commitments and remove blockers quickly.
  • Own delivery governance for product and engineering (internal + nearshore)
  • Translate the roadmap into a delivery plan with milestones, dependencies, acceptance criteria, and definitions of done.
  • Establish and run delivery governance: sprint rhythm, release planning, quality gates, change control, and escalation.
  • Track delivery performance using simple, repeatable metrics (predictability, cycle time, defects/rework, throughput).
  • Identify delivery risk early and drive corrective action.
  • Own partner governance: statement of work, service levels, quality standards, delivery cadence, communications, and escalation path.
  • Implement a partner scorecard (capacity, velocity/throughput, quality, release readiness, responsiveness).
  • Ensure partner output meets agreed standards and integrates smoothly with internal teams.
  • Work with recruitment partners and internal leaders to ensure the nearshore model is effective and continuously improving.
  • Build a clear quarterly and monthly operational plan that ties capacity, delivery milestones, and priorities to commercial outcomes.
  • Ensure delivery work is prioritised based on commercial value, not noise or internal politics.
  • Create visibility on trade-offs and resource constraints, escalating decisions where required.
  • Establish an agreed KPI framework linking acquisition cost, lead quality, conversion, and revenue.
  • Drive continuous improvement initiatives that improve quality, reduce waste, and optimise performance end-to-end.
  • Coordinate delivery of the foundational capabilities needed for automation: event tracking, segmentation, trigger logic, data hygiene, and operational processes.
  • Ensure cross-functional alignment so automation initiatives ship in a staged, measurable way.

Requirements

  • Proven experience leading cross-functional delivery in a fast-moving environment with multiple stakeholders.
  • Experience managing external delivery partners (nearshore/offshore) with governance, SLAs, and performance management.
  • Strong programme leadership: planning, dependency management, risk management, and execution discipline.
  • Comfortable creating and running an operating cadence that forces alignment and follow-through.
  • Strong analytical mindset: able to define KPIs, build visibility, and use data to drive decisions and optimisation.
  • Confident communicator who can challenge, escalate, and maintain standards with senior stakeholders.
Benefits
  • No sponsorship or visa needed
  • Opportunities for professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
delivery governancerisk managementKPI frameworkperformance managementdependency managementoperating cadencedata analysismetrics trackingchange controlautomation
Soft skills
communicationleadershipanalytical mindsetstakeholder managementproblem-solvingaccountabilitycross-functional collaborationdecision-makingcontinuous improvementescalation