Head of Service Delivery

Future Works; United Kingdom; Remote; GBP 125,000 - 150,000; Full time

Job description

Join to apply for the Head of Service Delivery role at Future Works.

Overview
Future Works is looking for an experienced, highly organized, and energetic Head of Service Delivery to drive the FW operation.

Future Works runs on an evolution of the EOS operating framework. Knowledge of its process as well as a modern productivity tool stack such as customized Notion or ClickUp, integrations and automations using Make or n8n are key to your success.

This role oversees human resources, financial operations, commercial agreements, and production in a busy agency environment.

You’ll be responsible for understanding FW’s business requirements for internal and external support, business growth, and defining and rolling out operational processes.

Business data, the tracking thereof, and strategic analysis on how to better the performance of the operation are core to the success in this role.

Your remit will also include keeping track of external resources availability, managing external white-label companies, and ensuring that the perfect resourcing and planning are implemented for projects.

The successful candidate will be a highly motivated, organized person with a passion for constant improvement and process innovation as well as high communication skills to provide operational leadership and execution to the Agency.

Above all, you’ll relish the challenge of being part of a truly customer-focused, ambitious team working in a fast-paced, competitive environment.

Responsibilities

1. Process Improvement: Drive cutting-edge processes across the portfolio and Agency as it relates to project management, delivery, resourcing, financial tracking, forecasting, and client management. Manage and own all backend systems, tools, and processes.
2. Human Resources: Lead the management of new hires including role definition, candidate screening, coordination of further interview rounds, and negotiating commercials. Manage external partners and vendor relationships; ensure the database of freelancers and partners is kept up to date. Own the general FW onboarding, training, and development for all new core team members and project team members.
3. Financial Management: Manage the request and tracking of incoming and outgoing invoices and POs, working closely with the Finance Lead.
4. Legal: Setup, maintain, and ensure all legal documentation, including SOWs, Client Agreements, Contractor Agreements, Addendums, etc. are up to date.

Requirements

• 5+ years digital/creative agency or in-house agency experience in operational leadership positions.
• A very high degree of understanding and/or experience with the EOS operating framework.
• Deep experience with operating on a modern tool stack including customized Notion or ClickUp, integrations and automations using Make or n8n.
• A flexible leader with the ability to create clarity within complex and sometimes ambiguous work environments and who is comfortable with adapting to rapidly changing circumstances.
• Experience creating and implementing systems and processes that drive profitability, efficiency, and productivity.
• Experience working remotely and/or within distributed teams.
• Ability to thrive in a global, fluid, fast-paced, entrepreneurial/startup environment, with tight deadlines and multiple priorities.
• Detail-oriented with high-energy, and superb organizational and communication skills.
• High level of integrity and dependability with a strong sense of urgency and results-oriented.
• Ability to work effectively in a team-based organization, collaborate cross-functionally, and build alignment around goals and objectives.

Benefits

• Fully Remote
• Flexible Hours / Time Zone
• Company Retreats
• Carbon Offsetting and more

Seniority level: Executive

Employment type: Contract

Job function: Management

Industries: Technology, Information and Internet