The Project Delivery Manager sits within the Client Services Department, reporting to the Client Services Director, and works in close partnership with the Managing Director and Operations Executive to drive operational excellence across the department.
This is a dual role split approximately 60/40 between senior client delivery and operational leadership. On the delivery side, you continue to operate at a senior level across projects or retained accounts, maintaining a direct connection to the realities of client work and earning credibility with the team you support. On the operational side, you are responsible for ensuring the Client Services team adheres to defined processes around workflow management, scheduling, and commercial delivery, identifying gaps, instilling good habits, and driving continuous improvement.
You are not a traffic manager. Responsibility for scheduling and utilisation sits with the Account Managers and Project Managers across the department. Your role is to ensure they exercise that responsibility effectively, with visibility, discipline, and the right behaviours, rather than to own the function on their behalf.
What You’ll Do
Operational Excellence and Process Adherence
- Champion and embed the operational processes within the Client Services Department
- Monitor adherence to scheduling, workflow management, and project delivery standards across the team
- Identify gaps in process compliance and work collaboratively with individuals to address them
- Act as the operational conscience of the department, ensuring standards are maintained without creating dependency
- Surface patterns, risks, and opportunities for improvement
- Contribute to the continuous development of operational processes in collaboration with the Operations function
Scheduling Behaviour and Culture Change
- Drive a fundamental shift in how scheduling is managed across the team, from reactive, meeting heavy resolution to proactive, in the moment ownership
- Embed the expectation that all scheduling clashes are identified and resolved between the relevant AM or PM directly, not deferred to a group planning meeting
- Chair the weekly Client Services levelling meeting, with a clear objective: allocations should arrive at this session already levelled, with every team member within 20% of their available time. The meeting is a levelling check, not a planning session. The PDM does not own the scheduling of others; AMs and PMs are accountable for their own allocations. This role coaches, challenges, and holds the standard
- Champion a culture of scheduling with visibility, ensuring every AM and PM checks existing resource allocation before making further assignments, eliminating blind scheduling
- Provide coaching and challenge where scheduling behaviours fall short of expectations. Where appropriate, elevate compliance issues to the CSD
- Proactively identify the root causes of scheduling volatility and downtime across the team, and work directly with the Managing Director to define and implement processes that reduce unpredictability and improve forward visibility
- Take ownership of driving these process improvements through to adoption, not just identifying the problem, but seeing the solution embedded in day to day behaviour
Commercial and Budget Management
- Instil a culture of commercial accountability across the project management and account management team
- Coach AMs and PMs to actively manage projects and retainers in accordance with agreed budgets, flagging risks early, identifying scope creep, and escalating where required
- Oversee invoice management discipline across the team, ensuring projects are invoiced in line with Statements of Work and agreed payment plans, avoiding costly invoicing errors
- Coach team members on budget tracking, scope management, and the commercial implications of delivery decisions
- Monitor budget health across active projects and provide visibility to the Client Services Director where intervention is needed
Teamwork.com Ownership and Enablement
- Serve as the department’s expert user and internal champion of Teamwork.com
- Ensure the tool is used consistently, correctly, and to its full capability across the Client Services team
- Identify and implement improvements to how the team uses Teamwork.com to support scheduling visibility, time tracking, and project management
- Work with the Operations function to develop and maintain Teamwork.com standards and templates
Senior Client Delivery
- Continue to deliver at a senior level across projects or retained accounts, maintaining hands on expertise and credibility within the team
- Model the behaviours and standards expected of the wider team in scheduling discipline, commercial management, communication, and Teamwork.com usage
- Demonstrate the dual perspective that comes from operating across both delivery and operational leadership, using direct client experience to inform process improvement and vice versa
Monthly Scheduling Outlook Review
- Own and chair the Monthly Scheduling Outlook Review, a standing meeting with Department Heads and Sales Representatives
- Prepare and circulate a Teamwork.com utilisation report 48 hours in advance, ensuring all project data is current before the meeting begins
- Lead a structured review covering current quarter capacity by month, a forward look into the next quarter, risk classification and agreed mitigations, and a shared kick off availability output for the Sales team to use immediately
- Own all actions arising from the meeting, with named owners and deadlines, and confirm the next session date before close
Cross Functional Collaboration
- Provide the Client Services Director with regular visibility of operational health, scheduling risks, and commercial management across the team
What You Bring
Track Record
- Significant senior experience in both project delivery and account management within an agency or professional services environment
- A track record of managing complex, high value client relationships alongside delivery of large scale projects
- Proven ability to drive behavioural change within a team, not through authority alone, but through coaching, credibility, and consistency
- Comfortable holding colleagues to account in a constructive and collaborative way
- A process oriented mindset balanced with the pragmatism to adapt to the realities of a fast moving agency environment
- Direct, clear communicator who can translate operational requirements into everyday practice
- Strong commercial acumen with an understanding of how operational discipline connects to gross profit and client satisfaction
Experience (Essential)
- Proven senior level experience across both project management and account management disciplines, with depth in at least one
- Demonstrated experience delivering complex projects and managing retained client relationships in a B2B agency or professional services environment, ideally within digital, marketing technology, or HubSpot related disciplines
- Experience working across multiple concurrent projects and client accounts with competing priorities and resource constraints
- Demonstrable experience driving improvements to operational or delivery processes
- Strong working knowledge of budget management, scope control, and invoice management in a project based environment
- Expert level or advanced proficiency with Teamwork.com or equivalent project management platforms
- Experience working alongside or within an operations function, or in a role with responsibility for process adherence and improvement
- Familiarity with workflow planning and resource scheduling in an agency context
- Experience with HubSpot CMS or marketing technology project delivery
- Familiarity with GDPR and data privacy considerations in client project delivery
Key Performance Indicators
KPIs will be agreed with the Client Services Director and Managing Director during the onboarding period, with a phased approach that reflects the establishment of the role in its first year.
Why Blend
- Work with leading B2B brands across high tech manufacturing, fintech, and cyber
- Join a Diamond Partner agency recognised globally as the number one HubSpot website agency
- Be part of our transformation toward becoming the premier global growth engineering firm
- Exposure to cutting edge HubSpot implementations, advanced CMS projects, and AEO strategies
- Collaborative team environment with 45+ professionals across UK and US markets
- Hybrid working with built in flexibility: 3 days each week spent in office for collaboration, innovation, and team connection, and 2 days remote for focused work
- Professional development support including HubSpot certifications and training
- Opportunity to shape processes and contribute to company growth during an exciting scaling phase
Blend Marketing is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About BlendB2B
Established in 2010, Blend is a HubSpot Diamond Partner and is widely recognised as the world’s leading HubSpot website agency. With a team of 45+ specialists and a growing presence in both the UK and the US, we have spent more than 15 years partnering with growth stage technology companies to build predictable, scalable revenue systems that fuel long term market success.
Today, as a Growth Engineering Firm, we are redefining how B2B tech organisations approach go to market. Beyond implementing marketing technology, we architect connected revenue systems that transform fragmented GTM functions into unified, AI powered growth engines.
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