Head of Delivery

As Head of Delivery, you’ll be a key member of MASH HQ and will own the end-to-end delivery of MASH accounts – from onboarding MASHERS into client programmes through to supporting their performance, strengthening client relationships, and ensuring our work lands with consistency, quality, and measurable impact. This is a senior role for someone who knows how to integrate together people and the programmes. You’ll stay close to our embedded teams, mentoring and supporting them as they grow into trusted client partners. At the same time, you’ll stay close to clients – helping connect the dots across workstreams, bringing different parts of the programme together, and adding the account management, delivery leadership, and analytical rigour needed to keep everything moving well. You will be the person who makes sure delivery does not drift. That MASHERS are set up properly, supported properly, and challenged properly. That clients feel looked after, and all risks (capacity, capabilities, performance) are seen early. And that accounts are operating as joined-up systems with clearer priorities, better visibility, and stronger ways to measure the value of our work over time. Client Partnership & Account Ownership Stay close to clients as a senior delivery and account partner, ensuring they feel supported, understood, and confident in how MASH is delivering across their programmes. Own the day-to-day health of accounts end to end, helping connect the different moving parts across people, projects, priorities, and stakeholders so delivery feels coordinated and intentional. Support account management conversations by bringing delivery insight, practical recommendations, and a clear view of what is needed to strengthen outcomes, relationships, and retention. Build trusted client relationships through clear communication, strong follow-through, and a calm, credible presence in senior conversations. Keep a close eye on scopes, trackers, budget visibility, team capacity, and account rhythms so issues are surfaced early and the right people are brought in when needed. Partner with the MASH Leadership to ensure account finances are healthy – margins, rates, scopes, and resource plans are aligned to both client expectations and MASH’s commercial goals. Strategic Support & Measurement Help elevate the strategic quality of delivery by guiding teams on briefs, priorities, stakeholder expectations, and overall output standards. Bring a more analytical lens to accounts by helping define success measures, KPIs, reporting rhythms, and clearer ways to show where MASH is adding value. Use people and account data, dashboards, feedback, and delivery patterns to surface insights, flag risks, and identify opportunities to improve how programmes are run. Help strengthen the systems, tools, and ways of working that support more scalable, more consistent, and more measurable delivery across accounts. Champion a culture where delivery is not only well run, but also strategically informed, operationally disciplined, and visibly impactful. Team Support, Mentorship & Performance Stay close to MASHERS across accounts, acting as a sounding board, mentor, and senior support layer as they navigate client stakeholders, workloads, and delivery expectations. Create clarity around what good looks like, helping team members strengthen their confidence, judgment, communication, and overall client impact. Run regular team health checks, keeping a close eye on morale, performance, integration, and workload balance across embedded teams. Work with MASHERS to deliver MQR’s (MASH quarterly reviews) to keep the work and the clients on the same page Partner with leadership on development planning, succession thinking, and performance support, ensuring MASHERS feel both challenged and backed. Reinforce MASH standards across professionalism, accountability, stakeholder management, quality of delivery, and how we show value to clients over time. About You: You have strong experience in senior client leadership, delivery leadership, or client services roles – for example, as a Head of Account Management, Account Director, Client Services Director, Head of Delivery, or in a similar senior agency/consultancy position. You have strong experience in delivery leadership, account leadership, client services, or programme leadership within agency, consulting, or embedded team environments. You know how to run accounts end to end – not just at project level, but across people, clients, quality, programme continuity, and measurable impact. You are someone who naturally stays close: close to the work, close to the team, and close to the client. You notice what is drifting, what needs support, and where a stronger connection is needed. You are client-facing, service-minded, and commercially aware, with the confidence to build trust, navigate stakeholders well, and help clients see the value and progress of the work clearly. You bring a strong instinct for people leadership, account stewardship, operational excellence and know how to balance all at once. You are analytical and comfortable using trackers, dashboards, reporting, and KPIs to monitor delivery health, surface insights, and help measure the impact of our work. You are a mentor by nature and know how to support teams with both challenge and care. You are highly organised and calm under pressure, with the judgment to know when to step in, when to coach, and when to escalate. You build trust quickly, communicate clearly, and bring the maturity needed to lead delivery across multiple stakeholders and moving parts. You care deeply about quality – not only in the output, but in how people work together to get there and how success is measured over time Please note Due to the high volume of applications, we unfortunately can’t get back to every one of you, and only successful applicants will be contacted. When you share your details with us, we consider this as consent for us to use your data during the application process. We may implement AI in various stages of the recruitment process, but human involvement will always remain as part of our hiring ethos. At the moment, MASH is not in a position to sponsor work visas, so you have to be eligible to legally work in the country where we’re hiring.