The Role

We’re looking for a Project/Delivery Manager to join our fast-growing Projects & Delivery team.

This role focuses on efficient, structured delivery of ongoing client retainers, ensuring work is well-planned, efficiently executed, and delivered to a high standard. You’ll keep activity on track, coordinate your squad, and make sure clients consistently get great results.

You’ll plan, coordinate, and optimise delivery across a portfolio of retainers, ensuring work is efficient, high quality, and delivered on schedule. While you may occasionally support project work, your primary focus will be on continuous delivery and improvement for long-term clients.

You’ll work as part of a cross-functional delivery squad with shared accountability for client success, bringing together different disciplines to keep delivery on track. Whilst you’ll be responsible for the output of your squad, this role carries no line management responsibilities.

You’ll bring structure and foresight to continuous delivery, using Jira to manage sprint cycles and fortnightly releases that keep client retainers running smoothly. With a focus on efficiency, quality, and collaboration, you’ll help your squad stay organised, deliver consistently, and maintain high client satisfaction.

What You’ll Do

Delivery Leadership

• Manage multiple client retainers and smaller projects, ensuring backlog tasks are delivered efficiently through sprint cycles.
• Lead roadmap planning, scheduling, and resourcing to ensure continuous, efficient progress.
• Ensure all work meets defined SLAs, timelines, retainer budgets, and quality standards.
• Track time and budget utilisation to ensure delivery stays within agreed limits and meets internal performance expectations.
  

Client Management

• Build strong, trusted relationships with clients through proactive communication and transparent reporting.
• Host regular client check-ins, document follow-ups, and ensure clear next steps.
• Build backlogs and spot opportunities for growth within existing retainers, adding value through insights, enhancements, and new initiatives.

Process & Performance

• Ensure ticket quality, QA handovers, and release planning are consistently managed in Jira.
• Drive utilisation and delivery efficiency across your squad, supporting profitable outcomes that influence overall client profitability.
• Escalate risks early and resolve blockers to keep momentum high.
• Maintain compliance with time tracking, quality assurance, and delivery standards.
• Collaborate with Heads of Development to align squad workloads, resolve blockers quickly, and maintain high quality standards across all deliverables.

Growth & Collaboration

• Support the continuous improvement of delivery processes.
• Contribute ideas that make our teams, workflows, and outcomes stronger.
• Collaborate with Account Managers to support client growth by highlighting opportunities, while remaining focused on operational delivery, utilisation, and efficiency rather than commercial ownership.
  

What You’ll Bring

• At least 2 years’ experience as a Project/Delivery Manager (or similar role) in an agency, digital, or eCommerce environment.
• A strong understanding of retainer management, with experience overseeing multiple client engagements and managing delivery against defined budgets.
• Experience with managed backlogs, sprint planning, and ongoing release cycles.
• Excellent organisational, communication, and stakeholder management skills.
• Strong commercial awareness and problem-solving instincts.
• An ability to coordinate cross-functional squads, ensuring designers, developers, and QAs work efficiently together.
• Experience using Jira (or similar).
• Familiarity with Agile or service management principles.
• A proactive, detail-oriented mindset, you don’t just manage tasks, you drive outcomes.

Bonus Points

• Experience in Shopify, digital marketing, or Custom/B2B platform delivery.
• Conflict resolution or negotiation skills.
• Proven examples of driving process improvement or client growth.
• A basic understanding of managing projects.
• Passion for emerging technologies and digital innovation.

Success Looks Like

You’ll know you’re winning when:

• Your squad’s utilisation and profitability targets are consistently met or exceeded.
• Client satisfaction scores stay high thanks to smooth delivery and proactive communication.
• Work is delivered on time, to agreed standards, and efficiently, without owning overall client profitability.
• Retained hours are accurately forecasted and planned, ensuring your squad has the right workload and utilisation stays on track.
• Communication and collaboration with Account and Success Managers is clear and consistent, keeping everyone aligned on client priorities, delivery progress, and any blockers.
• You help identify opportunities that increase client value and support agency growth.