The Service Delivery Hub Lead plays a pivotal role in overseeing the hub's operations and fostering a positive team environment. Reporting to the Global Operations Lead, they provide guidance and support to Service Delivery Teams, ensuring high-quality service delivery within set timelines and metrics. The Service Delivery Hub Lead serves as the Single Point of Contact (SPOC) for hub-related queries and is responsible for the management of all Service Hub resources and their compliance with established processes and quality standards. They foster a positive and collaborative team environment while encouraging a can-do and proactive attitude among the team members. What You Will Do: Act as the representative and face of the Service Delivery Hub, advocating for the hub's interests and liaising with stakeholders to ensure effective communication and collaboration. Share ongoing updates, challenges, and requirements to and from relevant stakeholders. Act as the Single Point of Contact (SPOC) for hub-related questions and collaborate with other Hub Leads or Stakeholders. Monitor and manage day-to-day hub Key Performance Indicators (KPIs) such as: Service Level Agreements (SLAs), Average Handling Time (AHT), Net Satisfaction (NSAT) and others. Ensure strict adherence to processes and quality standards within the hub. Foster a positive and collaborative work environment, promoting teamwork and knowledge-sharing among team members. Provide effective leadership, guidance, and support to team members, encouraging their professional growth and development. Oversee the efficient execution of resource management (Hiring, Onboarding). Work with stakeholder teams to define their strategies. Help intake complex requirements from stakeholder teams to achieve business outcomes. Track volume of work coming to the team. Collaborate with our internal governance team to prepare and maintain standard operating procedures for activities carried out and identify areas of improvement in the process. Support team by analyzing information. Respond promptly to customer inquiries. Be responsible for data accuracy and effectiveness. What You Will Bring: At least 15 years of professional experience in a relevant position Deep understanding of marketing services operations, industry best practices, and highly organized in efficiently managing multiple tasks and priorities Flexibility and adaptability in navigating changes to ensure smooth hub operations Proven track record of strong leadership, effectively motivating and managing teams, while inspiring and empowering team members to achieve business objectives. Familiarity with marketing automation software such as Marketo, Hubspot, Salesforce Marketing Cloud (formerly ExactTarget), or Adobe Experience Manager. Intermediate-level proficiency with Microsoft Office products. Excellent verbal and written communication. Strong attention to detail and time management skills. The ability to work in a fast-paced environment with quick turnaround times and hard deadlines. Ability to collaborate with cross functional teams to meet stakeholder needs Who You Are: Detailed oriented. You have an analytical mindset and problem-solving skills, addressing challenges and suggesting process or operational improvements. Well-rounded professional. You have amazing communication and organizational skills along with high EQ. Strong Leader. Proven track record of strong leadership, effectively motivating and managing teams, while inspiring and empowering team members to achieve business objectives. Collaborative to the core. Demonstrated ability to work in a team environment, as a leader and member. Adaptable. Change happens at lightning speed; you are flexible, enjoy challenge, and get behind new ideas.