21GRAMS - Senior Delivery Manager

Description

The company is a global agency providing healthcare communications and marketing services, with pharmaceutical and biotech companies among its clients. Its work is built on scientific expertise, human-centred creative work and AI-driven insights.

21GRAMS is the company's advertising agency, ranked No. 2 creative health agency in the world by Cannes Lions. ROOM42 is its in-house production company, content studio and Digital & Technology arm, which turns briefs and designs into working, compliant digital deliverables for top pharma and biotech companies.

This role leads technical delivery across ROOM42's full output: marketing websites, microsites, emails (including Veeva rep-triggered and approved email), banners, IVAs, conference kiosks and interactive experiences. Work is built by in-house developers and specialist vendor partners. The project manager and account teams own the client relationship and the deadline. This role decides whether the deadline is realistic and gets the work built.

This is a hybrid role based in one of the company's U.S. offices (New York City, Boston, Chicago, Lambertville NJ, San Francisco or Carmel IN) or remote within the U.S., depending on team and business needs.

Responsibilities

• Triage requests from Workfront and Jira, classifying each by deliverable type, complexity tier and dependency flags (Veeva, MLR, client restrictions) within a set SLA.
• Send incomplete requests back instead of accepting them. Nothing goes to build without specs, assets, a link matrix, CTAs/UTMs and a realistic level-of-effort estimate.
• Create or check each estimate before any build is committed, using ROOM42's estimation tools and rate card.
• Choose in-house or vendor partner for each project based on MSA offshore rules, client restrictions, Veeva dependencies and capacity. Escalate routing decisions with cost or transition impact.
• Run daily vendor delivery: regular syncs, accountability for staging dates, visibility of hours used against the SOW, and knowledge-transfer documentation during vendor transitions.
• Escalate quality problems to the vendor lead and commercial problems to Digital & Technology leadership.
• Own delivery from kickoff through post-launch: dev kickoff, staging links, review rounds (R1/R2/R3), MLR/PRC submission readiness, QA gate and go-live.
• Keep a live view of progress across several concurrent projects. Flag risks to Producers and delivery leadership before they appear in status calls.
• Work with QA at each milestone to confirm that work moving from development to QA, UAT and production is truly ready.
• Manage technical dependencies across concurrent projects, such as shared environments, overlapping timelines, licensing and PDUFA-anchored dates, and surface conflicts early.
• Use AI tools every day for status summaries, ticket cleanup, QA support, specification drafts and documentation, where they save real time.
• Help build ROOM42's AI-augmented QA and design-to-code workflows, including visual regression, accessibility scanning and Figma-to-code handoff, so quality holds across deliverable types.
• Write and maintain AI-assisted delivery playbooks for each deliverable type so the approach works beyond one person, and assess new tools for practical value.
• Review AI output with judgment, deciding where human review is needed before work reaches a client and preventing quality from slipping as volume grows.
• Define 'done' for each deliverable type with the technical lead and QA: performant, accessible, cross-browser validated, MLR-clean and visually faithful to approved designs.
• Take responsibility for portfolio quality. If something ships broken or fails an MLR technical review, own the root cause and the fix.
• Keep Jira and Workfront fields and statuses accurate so leadership can read the portfolio and reporting stays reliable.
• Lead post-launch reviews on major engagements and turn recurring defects into upstream process changes.
• Act as the technical delivery contact for Producers, account teams, UX/UI, developers and QA, explaining issues in plain language.
• Work with Producers on SOW scoping, turning creative and functional requirements into accurate hours, stack decisions and phased rollout plans.
• Join client conversations where technical credibility matters, such as scoping sessions, risk discussions and demos.

Requirements

• Experience with agentic tooling such as MCP servers, AI browser agents or generative UI frameworks, with a clear view of where each adds real delivery value.
• Experience building and documenting AI-augmented delivery playbooks that a team or vendor pod can follow.
• Experience running AI-assisted QA automation in production, such as visual regression, accessibility scanning or AI-generated test coverage.
• Veeva certification (approved email and/or IVA).
• Experience setting up delivery processes, studios or standards from scratch.
• Hands-on AI implementation in a live delivery setting. You have built AI-assisted workflows that shipped, applied them to real problems such as spec drafting, estimation, status synthesis, QA support, documentation, triage or deployment, measured the time saved, and reviewed output before it reached clients.
• Daily working fluency with AI build and delivery tools such as GitHub Copilot, Claude Code, Figma-to-code integrations and AI-assisted QA. You can separate real gains from hype and spot where output quality drops at scale.
• 5+ years of digital project or technical delivery management in an agency or production environment, running concurrent builds from intake to launch.
• Hands-on delivery across web (WordPress and/or Drupal), email and banners. Experience with IVAs, Veeva or interactive experiences is a strong plus.
• Experience in pharma, healthcare or other regulated delivery, including MLR/PRC review cycles, compliance gates and fixed regulatory launch dates.
• Experience coordinating vendors and cross-functional teams: routing work, holding partners to standard and managing offshore or nearshore delivery.
• Working knowledge of Jira, Workfront or similar tools, plus QA, staging/UAT/production flow and design-to-code handoff.
• Enough technical understanding to discuss builds credibly with developers and vendors, scope realistically and know when to involve the technical lead, without writing production code.
• Adaptable and resilient, comfortable changing scope and priorities as the business evolves. Proactive, resourceful and organised, with good prioritisation and curiosity about using data to drive decisions.
• Energised by AI and its potential, keen to find ways to work smarter and to promote practical, responsible AI adoption.
• Aligned with the company's values of teamwork, impact, excellence, continuous evolution and personal accountability, and approaches challenges with optimism and a solutions focus.

Conditions

The salary range is stated in the posting above. Pay is set on job-related, non-discriminatory factors such as experience, skills, qualifications, location and internal parity, as the law requires.

The company may update compensation and benefits at any time.

This is a hybrid role. Employees within a one-hour commute of an office attend in person two days a week, either at an office or on client sites. Employees far from an office may work remotely and meet the team a few times a year. Some roles or regions, including some UK teams, need regular office presence. Flexibility needs can be discussed with the recruiter and HR.

Some roles need regular office presence, and the recruiter will confirm the expectations for this one during the interview process.

Scammers are impersonating the company through messages, fake websites and apps. Do not share personal or financial details or pay anyone claiming to represent the company without verifying them first.

Benefits

• Office perks in key markets, including free snacks.
• Generous holiday and paid time off.
• Private medical, dental and vision plan options.
• Support for saving for the future.
• Mental wellness coaching and support.
• Access to more than 13,000 online classes through LinkedIn Learning.
• Benefits and perks vary by region, and the company is recognised as a Great Place to Work certified employer.