Delivery Manager

Job Description: Delivery Manager Role Summary: The Delivery Manager plays a critical role in leading the operational and technical execution of Zeta’s 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 Act as a strategic liaison and escalation point for internal and external Continuously improving delivery processes, tool adoption, and communication Drive successful execution of projects, campaigns, and platform-related initiatives across the account Essential Responsibilities Client Delivery Leadership Lead the execution of contracted services, ensuring SLAs, KPIs, and scope commitments are met or Manage service-based communications, align with Client Successon program status while owning delivery-specific Take ownership of client-facing updates, project calls, and postmortems for major initiatives or · Project Program Management Coordinate intake, scoping, and LOE documentation for all delivery-related Lead delivery of SOWs, change requests, onboarding, campaign migrations, and platform Track delivery milestones, risks, burn rates, blockers, and communicate project health Execute risk mitigation strategies, raise red flags for financial or resource misalignment, and ensure resource · 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 Collaborate with Engineering, TechOps, and SMEs to resolve platform, campaign, and integration · Resource Margin Management Monitor resource allocation across concurrent projects and Track and report delivery effort 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 Contribute to process improvement initiatives - from pilot to measurement - to elevate delivery quality and reduce cycle Lead knowledge-sharing initiatives across the Enterprise Operations 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 Proven experience with end-to-end project management methodologies, including Agile, Waterfall, and hybrid Strong track record managing cross-functional teams, project planning, and risk Experience leading multi-phase marketing or data projects with external 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 ), 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 Proficiency with HTML/CSS for emails, AMPscript, Liquid, or personalization scripting in modern Familiarity with Webhook/API integrations for real-time or trigger-based marketing use Knowledge on basic SQL skills Understanding of Email KPIs such as Ope ... (truncated, view full listing at source)