Operations and Delivery Lead

Operations and Delivery Lead

Job title: Operations & Delivery Lead

Location: Liverpool (Hybrid)

Reporting to: Founders

Type: Full-time, permanent

About Passion

Passion is a fast‑growing creative agency producing high‑end content, performance marketing, web and brand work for clients across the UK. We’ve grown from a small production duo into a multi‑disciplinary team delivering work that blends creativity, strategy and measurable commercial results.

To support our next phase of growth, we’re introducing an Operations & Delivery Lead to strengthen how we plan, deliver and scale our work.

The role in a sentence

You’ll lead operations and delivery across the agency, creating the structure, processes and forward planning needed to help the team scale sustainably and deliver consistently excellent work.

Key responsibilities
1. Operations and resource planning

• Introduce and manage a central system for project planning, time tracking and resource allocation.
• Maintain an agency‑wide view of workload, capacity and utilisation.
• Support forecasting so we understand upcoming demand and can plan ahead.
• Use data to help refine pricing, scoping and service packaging.

2. Delivery processes and quality

• Develop and document simple, consistent processes for how projects and retainers are delivered.
• Ensure our tools and workflows (e.g. Trello, briefs, approvals, QA steps) are used consistently across teams.
• Identify opportunities to streamline delivery, introduce templates and reduce duplicated effort.
• Maintain high delivery standards by embedding clear sign‑off and quality controls.

3. Client delivery and long‑term planning

• Work with the department leads to build structured roadmaps for key clients across 6‑12 months.
• Support the rhythm of Quarterly Business Reviews and ongoing reporting.
• Ensure delivery is proactive, strategic and aligned with each client’s goals.
• Bring early visibility on renewals and potential risks.

4. Commercial visibility and agency performance

• Provide clarity on revenue, capacity, utilisation and delivery cost.
• Track project and service profitability and highlight areas for improvement.
• Support financial planning around retainers, invoicing cadence and contracted revenue.
• Provide clear, actionable operational insight to founders and leads.

5. Leadership, accountability and team support

• Act as a central point for operational alignment across content, social, paid, SEO, design and web.
• Help the team work confidently within processes and make informed decisions.
• Promote a culture of clarity, ownership and continuous improvement.
• Support the introduction of progression frameworks and development pathways.

KPIs & how success will be measured Delivery efficiency

• 90%+ of projects delivered on time
• 85%+ of retainers delivered within scoped hours

Resource planning and utilisation

• Team utilisation around 70‑80%
• 80%+ forecasting accuracy for workload (4‑12 weeks ahead)
• 95%+ adoption of required systems

Process & operational standards

• 90%+ process compliance across teams
• Downward trend in avoidable amends and repeated issues

Commercial performance