Head of Delivery & Operations

About Please See//

Please See is an independent design and communications agency working with ambitious brands across strategy, design, and storytelling. As we continue to grow, were creating a new senior role to bring greater clarity, consistency, and foresight to how work is delivered across the agency.

About the role

Were hiring a Head of Delivery & Operations to own how work is planned, resourced, delivered, and tracked across Please See//. This is a newly created leadership role with the mandate to shape delivery systems, resource planning, and ways of working across a 150-person agency.

Youll ensure projects are delivered on time, within scope, and with healthy team utilisation, enabling the agency to scale sustainably while maintaining quality and creative ambition.

What youll do

1) Agency-wide delivery ownership

• Own end-to-end delivery across all client work
• Define delivery standards, milestones, and governance
• Ensure consistency across teams, disciplines, and accounts

2) Resource management & capacity planning

• Implement and own a clear, agency-wide resource planning model
• Maintain a real-time view of:
• Who is working on what
• Capacity vs demand
• Forecasted availability (weeks and months ahead)
• Partner with leadership to plan for incoming work, peaks, and gaps
• Flag resourcing risks early and propose solutions (hiring, freelance, re-scoping, reprioritisation)

3) Project & portfolio oversight

• Oversee major projects and programmes across the agency
• Ensure milestones, dependencies, and risks are actively managed
• Step in early on at-risk projects to prevent delivery issues
• Support Project Managers with escalation, prioritisation, and decision-making

4) Financial & time-tracking alignment

• Partner closely with Finance to ensure:
• Accurate time tracking
• Clear visibility of hours vs budget
• Strong understanding of burn, margin, and efficiency
• Use delivery data to inform future scoping and resourcing decisions

5) Process & tools

• Own and optimise delivery and resourcing tools (e.g. Float, Resource Guru, Smartsheet, Jira, etc.)
• Define and evolve ways of working (Agile, hybrid, waterfall as appropriate)
• Reduce unnecessary complexity while increasing clarity and accountability

6) Partnering with Client & Creative leadership

• Work closely with Account Directors on:
• Scoping and feasibility
• Timeline realism
• Trade-offs between ambition, time, and budget
• Act as a senior voice in go/no-go decisions for new work

7) Team leadership

• Lead and develop Project Management and delivery teams
• Set clear expectations, standards, and career paths
• Build a culture of accountability, clarity, and calm delivery

Experience & background

• 812 years experience in delivery, operations, programme management, or project leadership within a creative, design, advertising, or digital agency
• Proven experience managing resource planning and capacity across multiple teams and disciplines
• Track record of leading complex, multi-project portfolios and improving delivery outcomes
• Experience working closely with Client Services, Creative, and Finance leadership
• People leadership experience, including managing and developing Project Managers or delivery teams