Marketing and Communications Service Delivery Manager
ARCADIS Belgium nv
Makati, Metro Manila, Philippines
4d ago

Role description :

Part of Arcadis’ Global Marcoms (marketing communications) function, the Global Shared Service Center (GSSC) Marcoms team delivers digital marketing, communications, creative and design, and website projects for country Marcoms teams and the wider Arcadis business.

The Marcoms Service Delivery Manager leads the GSSC Marcoms team and is responsible for efficient and effective day-to-day operations, working together with the Global Marketing Operations Director, the GSSC Director, Marcoms teams, and other stakeholders within the wider business to forecast demand, plan resourcing, project manage and enable delivery of high quality marcoms outputs for global and local projects.

Role accountabilities :

  • Ensures smooth operations for the GSSC Marcoms team, adhering to service level agreements in terms of efficiency, timeliness and quality.
  • Project management for delivery of global campaign assets.
  • Coordinates campaign development, retrospective meetings, and daily check-ins.
  • Stakeholder management for service delivery, including point of escalation for operational issues, and implementation of SLAs.
  • Provides leadership and direction to the team and works closely with team leads and global marcoms leaders to define and implement necessary process changes.
  • Overall responsibility for employee recruitment, retention, engagement.
  • Responsible for the overall performance of the team, working closely with Team Leads to ensure performance and development review cycles (goal setting) are completed.
  • Responsible for continuous improvement of workflow request system and optimizing the efficiency of the team with a focus on standardization and automation
  • As a member of the GSSC senior leadership team, attends twice weekly meetings to discuss GSSC operations.
  • Drives process and service delivery improvements through Key Performance Indicator (KPI) monitoring and action planning.
  • Develops and coaches team members in Agile frameworks
  • Ensures good communication and facilitating collaboration across the team
  • Reporting lines

    Solid reporting line to Global Marketing Operations Director.

    Direct reports : 6 team leads, 1 Agile Project Specialist, and 1 Administrative Assistant

    Key shared accountabilities

  • For complex global projects / campaigns, responsible for selecting the best-for-project team based on capability, availability, and time frame, to work as part of global campaign taskforces / squads together with marcoms team leads.
  • Annual salary review process together with Global Marketing Operations Director
  • Quarterly rewards deliberation together with GSSC senior leadership team and marcoms team leads.
  • Qualifications & Experience :

    Essential :

  • Minimum of 8 years of experience in leading teams and project management with a drive for continuous improvement
  • Experience in a scrum master role
  • Good knowledge of other Agile frameworks
  • A natural team leader (servant-leader style) who is passionate about leading people and getting the best results from their team
  • Ability to prioritize workload, work well under pressure and deliver high quality output that meets tight deadlines
  • A good networker who is curious by nature and has good relationship building skills
  • Ability to problem-solve and manage conflict
  • Outstanding organizational skills
  • Excellent communication skills & English
  • Desired :

  • Scrum master certification
  • An understanding of marketing projects and disciplines including brand & campaigns, internal communications, external communications, digital marketing, and design
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