Delivery Manager

Delivery Manager

Role Summary:

The Delivery Manager plays a critical role in leading the operational and technical execution of Zetas services for assigned clients. This position is responsible for cross-functional coordination across Client Services, Data, TechOps, and Engineering teams, ensuring excellence in service delivery, campaign operations, and project execution. The Delivery Manager is expected to proactively manage resources, risks, scope, communications, and client satisfaction while upholding internal standards and driving operational efficiency.

Key Objectives:

• Ensure client deliveries are met with high quality, on time, and within scope and budget.
• Act as a strategic liaison and escalation point for internal and external stakeholders.
• Continuously improving delivery processes, tool adoption, and communication effectiveness.
• Drive successful execution of projects, campaigns, and platform-related initiatives across the account lifecycle.

Essential Responsibilities

• Client Delivery Leadership
• Lead the execution of contracted services, ensuring SLAs, KPIs, and scope commitments are met or exceeded.
• Manage service-based communications, align with Client Success on program status while owning delivery-specific conversations.
• Take ownership of client-facing updates, project calls, and postmortems for major initiatives or escalations.
• Project & Program Management
• Coordinate intake, scoping, and LOE documentation for all delivery-related requests.
• Lead delivery of SOWs, change requests, onboarding, campaign migrations, and platform rollouts.
• Track delivery milestones, risks, burn rates, blockers, and communicate project health regularly.
• Execute risk mitigation strategies, raise red flags for financial or resource misalignment, and ensure resource optimization.
• Technical & Issue Resolution Oversight
• Own triaging, RCA documentation if any, and client communication for all delivery-affecting issues (campaign errors, data issues, tech bugs).
• Act as the first point of contact for issue investigation across the Zeta Marketing Platform.
• Collaborate with Engineering, TechOps, and SMEs to resolve platform, campaign, and integration issues.
• Resource & Margin Management
• Monitor resource allocation across concurrent projects and workstreams.
• Track and report delivery effort vs. budget/retainer usage to optimize client profitability.
• Collaborate with Client Success to identify and resolve delivery issues or scope misalignment early.
• Delivery Standards & Continuous Improvement
• Promote adherence to Zeta-defined delivery SOPs, documentation standards, and best practices.
• Contribute to process improvement initiatives - from pilot to measurement - to elevate delivery quality and reduce cycle time.
• Lead knowledge-sharing initiatives across the Enterprise Operations team.
• Facilitate the execution of all internal teams to effectively deliver Zeta's contracted services to assigned clients.

Required Skills & Experience:

• Service Delivery Management
• 3–5 years of experience in delivery, account operations, or technical project management in a Martech, agency, or enterprise SaaS setting.
• Proven experience with end-to-end project management methodologies, including Agile, Waterfall, and hybrid models.
• Strong track record managing cross-functional teams, project planning, and risk management.
• Experience leading multi-phase marketing or data projects with external clients.

Technical & Platform Knowledge

• Solid understanding of Email Marketing Platforms (EMPs) such as Zeta Marketing Platform (ZMP), Salesforce Marketing Cloud (Omni Channel Marketing such as Email, SMS, Push etc.), Adobe Marketo, Epsilon Harmony (Agility Harmony / PeopleCloud), Oracle Responsys, Oracle Eloqua, HubSpot Marketing Hub, Mailchimp etc.
• Hands-on experience in managing the full campaign lifecycle: intake, planning, creative briefing, setup, QA, approval, deployment, monitoring, and post-campaign reporting.
• Proficiency with HTML/CSS for emails, AMPscript, Liquid, or personalization scripting in modern ESPs.
• Familiarity with Webhook/API integrations for real-time or trigger-based marketing use cases.
• Knowledge on basic SQL skills
• Understanding of Email KPIs such as Open Rate, Click-through Rate (CTR), Bounce Rate, Unsubscribes, and Deliverability; experience in A/B testing strategies and multivariate testing.
• Experience using Dynamic Content and Personalization blocks to improve customer engagement and message relevance.
• Exposure to Audience Segmentation and List Management, including complex criteria-based segmentation and exclusion logic.
• Knowledge of Inbox Placement, Spam Testing, and tools like Litmus or Email on Acid to validate rendering and deliverability across devices and email clients.
• Comfortable using reporting and analytics dashboards (e.g., native ESP dashboards, Google Analytics integrations, or third-party attribution platforms) to track and optimize email performance.
• Awareness of data privacy laws and best practices in email compliance (CAN-SPAM, GDPR).

Tool Proficiency

• Project Management: JIRA, Smartsheet, Confluence or similar.
• Collaboration: SharePoint, Microsoft Teams, Slack, Zoom.
• Data & QA: SQL, Excel (pivot tables, lookups), BI tools (Tableau, Power BI – a plus).
• Documentation & Reporting: Google Suite, MS Office (Word, PowerPoint, Excel).

Soft Skills & Communication

• Excellent verbal and written communication; able to simplify complex topics for non-technical audiences.
• Ability to work in a client time zone.
• Strong client management and stakeholder coordination experience.
• Detail-oriented, self-motivated, and proactive problem-solver.
• Comfortable working under tight deadlines and across time zones.
• Adaptable and growth-oriented; thrives in dynamic and fast-paced environments.

Company Summary:

Zeta Global is a NYSE listed data-powered marketing technology company with a heritage of innovation and industry leadership. Founded in 2007 by entrepreneur David A. Steinberg and John Sculley, former CEO of Apple Inc and Pepsi-Cola, the Company combines the industry's 3rd largest proprietary data set (2.4B+ identities) with Artificial Intelligence to unlock consumer intent, personalize experiences and help our clients drive business growth.

Our technology runs on the Zeta Marketing Platform, which powers 'end to end' marketing programs for some of the world's leading brands. With expertise encompassing all digital marketing channels – Email, Display, Social, Search and Mobile – Zeta orchestrates acquisition and engagement programs that deliver results that are scalable, repeatable and sustainable.

Zeta Global is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans' status, or any other basis protected by law.

Zeta Global Recognized in Enterprise Marketing Software and Cross-Channel Campaign Management Reports by Independent Research Firm