Delivery Lead

At Nixon Digital Services, we assist global companies like FrieslandCampina and AkzoNobel in navigating the complexities of digital compliance. Our rapidly growing SaaS platform provides clarity and control over digital ecosystems, addressing areas from cookie compliance to SSL certification. As an innovative and close-knit team, we are committed to building the future of digital maturity. Every team member’s contribution is valued, and we foster an environment where collaboration and expertise drive our success. About the role This is primarily an operations and orchestration role. We're a small, hands-on company, and this role does get pulled into client work directly, especially when kicking off new programs or in complex situations. Your focus is the operation as a whole, but you're never far from the client work itself. You act as the operational liaison between the management team and the specialists doing the work, translating direction into clear operational reality, and surfacing what's happening in the operation back up to management. You're not a line manager, but you manage the operation: you're the person the team turns to when something needs fixing, deciding, or clarifying. You lead by removing obstacles, creating clarity, and holding the team to a high standard, not through hierarchy. When a situation gets complex, whether with a client or internally, you step in. You bring clarity, help guide the team through it, and make sure the right lessons are carried forward. This applies as much to growing pains in how we operate internally as it does to client-facing moments. You'll also own our goal-setting framework (OKRs): setting the cadence, keeping teams accountable to it, and making sure it actually drives focus rather than becoming a quarterly formality. This role reports directly to the CEO. You will Own and continuously improve the operational processes that keep Customer Success, Delivery, and Product running smoothly, from onboarding and workflows to reporting and tooling adoption Run the day-to-day operational rhythm across the team: keeping work moving, unblocking issues, and making sure nothing falls through the cracks Get hands-on with clients directly when it matters, particularly when new programs are kicking off or when complex situations call for it and capture the learnings to strengthen how we work going forward Own customer engagements end to end, from translating closed deals into concrete work for the specialists, through onboarding and delivery, tracking budgeted versus actual hours and ensuring profitable delivery Own the monthly financial cycle, from weekly approval of hours to monthly budget closing and invoicing Ensure QBRs and other key client touchpoints happen well across the team, including attending yourself for key accounts Act as the operational liaison between the management team and the CS/Delivery/Product team, in both directions Coordinate with Product on releases, priorities, and timelines that affect client delivery, making sure the team isn't caught off guard Own the OKR framework: set the cadence, keep the team accountable, and ensure goals translate into focused execution Monitor delivery risk and team capacity, and flag issues before they become problems Support onboarding of new team members so they ramp up fast and consistently What you bring Operational leadership Experience running the operational backbone of a team, as an Operations Lead, Delivery Manager, Project Manager, Service Manager, Scrum Master, Team Lead, or similar, ideally in a scaling SaaS or professional services environment A track record of building or significantly improving how a team operates: processes, rhythms, accountability structures You lead through clarity and consistency, not authority; you're comfortable being the person who sets the standard without being anyone's formal manager Naturally drawn to removing obstacles and creating the conditions for others to do their best work, rather than doing the work yourself Problem-solving under pressure Calm and decisive, whether guiding a complex client situation or navigating growth and professionalization internally Comfortable stepping directly into client conversations when the situation calls for it You treat complex situations as a chance to improve the system, not just resolve the moment Recognizing problems fast, comfortable to use latest technology (AI) to seize opportunities Goal-setting and accountability Experience owning or running a goal-setting framework such as OKRs; you know how to keep it meaningful rather than performative Comfortable holding a cross-functional team accountable to shared goals Cross-functional coordination Comfortable working closely with Product, Customer Success, and Delivery, and translating between their priorities A natural liaison, equally credible talking to management and to the team on the ground Domain affinity Familiarity with privacy, compliance, or technical SaaS environments is a plus Willingness to get up to speed on the domain if you don't already have it What success looks like We're scaling from roughly 35 clients to 100 in 2028, and this role is central to making that leap possible. Six to twelve months in, you've taken a hard look at everything we currently do and know exactly where it will and won't hold up at 100 clients: where the bottlenecks sit, whether it's tooling, ways of working, or people, and what needs to change to enable that growth. Think initiatives like our satellite office with flex resourcing: ideas that went from concept to proposal, including the financial case, to something actually running. That's the real challenge: not a drawer full of good ideas, but ideas that got built. The operation runs on a predictable system that the team trusts, everyone knows where they stand, and people feel energized because they're working in their strength, not around a broken process. Complex situations, client or internal, get resolved with clarity and rarely repeat for the same reason twice. Management gets real, reliable input from you, and sees it turned into action. You're the reason 35 to 100 feels like a plan already in motion, not a number to be anxious about.