Delivery Operations Director

Flexy Office - London


To design a better world. 

About The Fearless Group

The Fearless Group consists of three companies, all specialising in design, that work together to build and scale design teams. We are a Global business that is headquartered in the UK. 

We are a people first company that truly believe in a human centred approach in everything we do. We break the mold and redefine industry standards and strive for a more ethical, innovative way of executing design requests. Our executive leadership team is made up of people with both broad and deep expertise in: recruitment; leading design teams; building communities; and process and delivery. This gives us a cross-functional skill set that we use to enable our clients to meet their design team ambitions.

About Fierce

Design services that complement and enable the strategic growth of design teams. Fierce is the youngest of our three companies and is in its really early phase of set up; this means that the people coming into this role will have a big opportunity to shape and influence how we build it going forward. Fierce is already working with one of our core clients to embed the hires being made by Fearless Talent and deliver design projects from User Research, Service Design, Product Design, and Business Design. We practice design thinking methodology and wholeheartedly believe that the user should be at the centre of everything we do.

The Role

We’re looking for a leader in delivery operations. The right person will become the pulse behind the agency’s performance across all our client accounts.

  • You will play the lead role in establishing sound practice and standards, setting engagements up for success, while pushing continuous improvements across the way our teams work with our clients, driving quality work, team health and client happiness, ensuring we deliver commercially against our targets
  • This will involve planning and designing the appropriate strategies with our Experience Design Directors and Leads, supported by the right delivery methods, resource profiles, and upon commissioning, ensure engagements are run in line with the targets agreed with our commercial team
  • You understand the delicate balance of creating value and managing risk, drawing together insight and expertise from across all disciplines
  • Equally you will get involved with new business pitches and workshops, championing our recommended delivery framework, while ensuring our approach will achieve the client’s vision and delivery objectives, budgets, and timelines – balancing commercially lucrative opportunities with viability around delivering successfully by our teams
  • You communicate with clarity and exemplify grace under pressure


  • Delivery performance and upholding standards across client engagement delivery, for work that our teams and individuals are accountable for, whether as part of the delivery of products and services, or delivery of operational change at scale such as across portfolios and programmes 
  • Commercial health across client engagements and accounts, working with Fierce’s leadership, operational, and finance teams
  • Resourcing client engagements, both up front and ongoing, working with our hiring managers, recruitment team, and contracts team
  • Partner with Design Directors and specialist DesignOps roles to drive the quality and efficiency of Design at scale, backed by appropriate design thinking approaches, design practice and processes 
  • Oversight for delivery roles at Fierce (today and future, covering line management, role progression and supporting mentorship at Fierce
  • Establish a set of aligned delivery practices and ways of working, where design is integrated end-to-end 
  • Directly contribute to account planning, growth and strategy leveraging insight, practice expertise and client relationship (challenges and opportunities)

Your Experience

  • A proven track record managing the delivery of multiple work-streams simultaneously, with individual project revenues £100k to £1m and annual revenues of between £5m and £20m, and where Design has been embedded and integrated throughout the process 
  • Expert in lean-Agile software delivery experience, where Design, Tech and other roles are working closely and collaboratively across a common end-to-end process
  • Work with agency and enterprise teams alike, across time-zones and geographies 
  • You have several case examples where you’ve played a critical role managing complex work and/or turning around challenging teams and engagements


  • At Fierce we’ve been working remotely for the past year, embracing location flexibility fully. We’re currently setting up our office space in London, exploring how our hybrid working environment will work, and which currently includes an expectation to be working in the office 3 days a week. Beyond this we’re also keen advocates in supporting those who wish to work fully remotely and what it can offer.


No-matter who you are, where you’re from, who you love, follow in faith, disability (or superpower) status, ethnicity or the gender you identify with, you’re welcome at Fierce. If you have any requests or requirements to support you throughout any interview process or thereafter, please do let us know!


  • 10% bonus based on individual and company performance, paid out quarterly
  • Flexi working, for both remote or in office
  • 3% pension contribution
  • Annual work conferences based on company performance

Interview Process

  •  Initial call with Talent Team to align on fit
  • Call with Group Design Director to discuss experience and career aspirations
  • Call with the Founders to understand culture fit on both sides.

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