Director of Agency Operations

ICF Next; Brussel; On-site; EUR 110,000 - 140,000; Full time

Job summary

ICF Next in Brussels is seeking an experienced Director of Agency Operations to lead how we deliver complex client programmes across Events, Outreach and Production. You will align people, processes and technology to drive efficiency, quality and scalable delivery in a fast-moving, client-centric agency.

You will partner with senior leaders to optimize governance, resource planning and risk management, while exploring AI and automation to boost performance.

Qualifications

• Significant senior leadership experience within an agency or related environment.
• Strong operational and commercial acumen with a focus on efficiency and quality.
• Experience developing scalable operating models and governance frameworks.
• Track record leading complex, cross‑functional programmes and teams.
• Ability to influence senior stakeholders and translate strategy into execution.
• Collaborative leadership style with a passion for high‑performing teams.
• Interest in innovation, AI and new approaches to improving agency performance.

Responsibilities

• Lead operational excellence across ICF Next's integrated delivery organisation.
• Drive quality, consistency and efficiency across complex programmes.
• Strengthen delivery frameworks, governance and ways of working across multiple teams.
• Partner with senior leaders to manage operational risk and delivery performance.
• Improve collaboration across Events, Outreach, Production and Client Services functions.
• Support effective resource planning, budget management and operational efficiency.
• Identify opportunities to improve delivery through AI, automation and new technologies.
• Help future-proof agency capability through workforce planning and skills development.

Skills

Senior leadership experience

Operational and commercial acumen

Experience with scalable operating‑m"?

Influence senior stakeholders

Collaborative leadership

Interest in AI/innovation

Job description

DescriptionHelp shape the future of delivery for one of Europe's leading communications, engagement and events agencies.

DescriptionHelp shape the future of delivery for one of Europe's leading communications, engagement and events agencies.

At ICF Next, we combine strategic communications, stakeholder engagement, events, digital, creative and behavioural science to help governments, public institutions, NGOs and purpose-led organisations tackle some of society's most complex challenges.

Across Europe and Asia, our teams deliver high-profile programmes that inform policy, engage citizens, drive behavioural change and create meaningful impact.

As our business continues to grow, we're looking for an experienced operational leader to help create a more connected, scalable and high-performing agency.

The Opportunity

As Director of Agency Operations, you will play a pivotal leadership role in shaping how ICF Next delivers its most complex and strategically important client programmes.

Working across our Events, Outreach and Production teams, you will ensure our people, processes and capabilities work together seamlessly to deliver exceptional client outcomes. You will drive operational excellence across the agency, strengthen delivery frameworks, improve collaboration and resource utilisation, and help identify new opportunities to leverage AI and technology to improve performance.

This is a highly visible role that combines operational leadership, strategic thinking and organisational influence. You will partner closely with senior leaders across the business to ensure our delivery model remains efficient, scalable and fit for the future.

Why Join ICF Next?

This is a rare opportunity to influence how a leading communications and engagement agency delivers its most important client work.

You will work at the intersection of operations, innovation and business growth, helping shape the future of delivery across a diverse portfolio of communications, engagement and events programmes that make a real difference to communities, citizens and organisations around the world.

What You'll Do

• Lead operational excellence across ICF Next's integrated delivery organisation.
• Drive quality, consistency and efficiency across complex communications, engagement and events programmes.
• Strengthen delivery frameworks, governance and ways of working across multiple teams.
• Partner with senior leaders to manage operational risk and delivery performance.
• Improve collaboration across Events, Outreach, Production and Client Services functions.
• Support effective resource planning, budget management and operational efficiency.
• Identify opportunities to improve delivery through AI, automation and new technologies.
• Help future-proof agency capability through workforce planning, skills development and continuous improvement.

What We're Looking For

• Significant senior leadership experience within an agency, communications, events, consulting or integrated delivery environment.
• Strong operational and commercial acumen, with experience improving efficiency, quality and performance.
• Experience developing scalable operating models, governance frameworks and delivery processes.
• A track record of leading complex, cross-functional programmes and teams.
• The ability to influence senior stakeholders and translate strategy into effective execution.
• A collaborative leadership style and passion for building high-performing teams.
• An interest in innovation, AI and new approaches to improving agency performance.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair and equitable interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodations that involve the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at [e-mail]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Brussels, Belgium (BE75)