Head of Delivery & Operations
Makati City, Metro Manila · Hybrid · Full-Time, Senior Leadership
About Truelogic
Truelogic is one of the Philippines’ leading digital marketing agencies, serving enterprise and mid-market clients across GEO, SEO, content, paid media, and integrated marketing campaigns.
We are in the middle of a deliberate transformation — moving from traditional service delivery toward AI-powered marketing intelligence and integrated campaign execution. Our client roster includes some of the country’s most recognized brands, and our team of 50 professionals is building the next generation of digital marketing services for the Philippine market.
The Opportunity
We are creating a new senior leadership role to take full ownership of how we deliver work to clients. As Head of Delivery & Operations, you will be the single point of accountability for everything that happens between a client signing and a client renewing — spanning account management, operations, delivery quality, and team development.
This role reports directly to the CEO and leads a team that includes our Account Management, Operations, and Performance functions. You will build the operational infrastructure for a company in transition: designing processes, improving margins, raising delivery standards, and developing people.
If you’ve taken a growing services business from scrappy to structured and enjoyed the challenge, this is your kind of role.
What You Will Do
Own End-to-End Client Delivery- Lead the full client lifecycle from post-sale handover through campaign execution to renewal and expansion
- Design and implement structured handover processes that ensure client objectives are captured from day one and tracked through every stage of delivery
- Serve as the senior escalation point for delivery issues, driving resolution across functions
- Manage resource allocation and capacity planning across all client accounts, balancing team utilization with output quality
- Own project management systems and reporting, ensuring they reflect the actual state of work — not aspirational plans
- Build capacity models that let the company scale headcount and workload ahead of growth, not behind it
- Design delivery SOPs, quality gates, and escalation protocols appropriate to a mid-sized agency that is professionalizing its operations
- Embed AI-powered automation tools into daily workflows — we are actively building automation for high-volume production tasks, and your role is to ensure adoption across teams
- Run regular delivery retrospectives and translate findings into measurable improvements in cycle time, error rates, and client satisfaction
- Lead and develop a team that includes senior managers across account management, operations, and performance reporting
- Build competency frameworks and career paths for delivery professionals, closing skill gaps created by the shift from siloed services to integrated campaigns
- Assess team capabilities within your first 90 days and take action — whether that means coaching, restructuring, or hiring
- Shift delivery reporting from activity metrics to client business outcomes — this is a company-wide strategic priority and you are accountable for making it operational
- Set and enforce delivery SLAs, brief adherence standards, and output quality benchmarks across all accounts
- Work closely with account management to ensure delivery quality directly supports client retention and growth
- Client retention – Maintain and improve retention rates quarter over quarter
- Gross margin on delivery – Achieve target margins within first two quarters
- Delivery SLA adherence – 90%+ on-time, on-spec delivery across all accounts
- Team utilization – 75–85% billable utilization across delivery teams
- Client satisfaction – Establish NPS/CSAT baseline within 90 days; improve quarterly
- Outcome-based reporting – All active clients tracked against business outcomes within 6 months
- Cycle time – Baseline established; 20% reduction within two quarters
What You Bring
Required- 8+ years in operations, delivery, or client services leadership within a digital agency, advertising/marketing services firm, or advanced BPO environment
- Experience managing cross-functional teams of 40 or more, including account management, production, and quality functions
- A track record of professionalizing operations in a scaling services business — you have built structure where there was none and made it stick
- Experience designing cross-functional processes (client handovers, SOPs, quality gates) and driving their adoption
- Strong commercial awareness: you understand gross margins, utilization economics, and how operational decisions affect profitability
- Comfort leading through ambiguity and organizational change
- Background in digital marketing, SEO, content production, or performance media — understanding of how these services are produced and delivered
- Experience with project management platforms (Teamwork, Asana, or similar) at scale
- Familiarity with AI-powered tools and automation; willingness to champion their adoption in production workflows
- Experience working with conglomerate and leading brands as end clients
- You will shape the operational foundation of a company during a pivotal transformation — not maintain someone else’s systems
- Direct reporting line to the CEO with real authority to make structural changes
- A leadership team that values directness, accountability, and execution over politics
- The opportunity to work at the intersection of traditional marketing services and emerging AI-powered marketing intelligence
- Competitive compensation commensurate with senior leadership scope