Description This role is responsible for the end-to-end operational
delivery of localisation production across the business. It will provide
day-to-day oversight of all work in progress, ensuring that resources,
workflows, and priorities are aligned to deliver high-quality output for global
clients, on time and at scale. The role acts as a key link between Operations, Client
Services, and Technology, ensuring that we are working efficiently, maximising
capacity, and continually improving how we deliver work. Key Responsibilities Production & Delivery Oversight - Own
the day-to-day production delivery of localisation work, ensuring smooth
workflows, on-time delivery, and consistently high quality across all
departments
- Maintain
clear visibility of all active workstreams, proactively managing risks,
bottlenecks, and competing priorities
- Act
as the senior escalation point for operational and production issues,
ensuring timely resolution and minimal impact on delivery or client
experience
- Ensure
strong alignment between Client Services and Operations, with clear
communication of priorities, deadlines, and delivery expectations.
Resource & Capacity Management - Ensure
the business has the right level of resource in place at all times to meet
demand, across both permanent teams and freelance/contract support
- Lead
resource planning across all localisation teams, shifts, and geographies
to optimise utilisation and maintain delivery resilience
- Work
closely with team leads and Head of Departments to balance workload,
manage peaks, and maintain sustainable capacity during high-demand periods
- Oversee
recruitment, on boarding, and training of new staff and freelancers to
ensure readiness and capability from day one.
Client Services Partnership - Act
as a trusted partner to Client Services, providing expert guidance on
technical production queries and helping shape practical, deliverable
client solutions
- Support
the onboarding of new business by defining workflows, identifying resource
requirements, and ensuring operational readiness
- Collaborate
on planning for new clients, territories, and service lines, ensuring a
smooth transition into production.
Workflow, Efficiency & Technology - Work
closely with the Director of Technology to continually refine and improve
production workflows
- Drive
the adoption of automation and system-driven solutions to reduce manual
processes, improve efficiency, and support scale-able delivery
- Identify,
evaluate, and implement opportunities for new workflows, tools, and
technologies that enhance productivity and quality
- Ensure
production hardware and software environments are optimised in
collaboration with Technology leadership.
Operational Excellence & Standards - Ensure
all internal production workflows, policies, and security procedures are
up to date, clearly defined, and consistently followed
- Drive
best practice across teams, ensuring high standards in training,
cross-training, and knowledge sharing
- Build
a culture of continuous improvement, where teams proactively identify and
address inefficiencies.
Leadership & Management - Line
management of the Senior Technical Operations Account Managers, providing
clear direction, support, and accountability
- Ensure
Senior Technical Operations Account Managers are effectively managing
their teams, including performance, training, and development
- Promote
strong communication, collaboration, and consistency across teams and
locations
- Report
into the Director of Operations on delivery performance, risks, and
operational effectiveness.
Reporting & Commercial Awareness - Own
resource and capacity reporting, providing clear insight into utilisation,
gaps, and upcoming demand
- Contribute
to budget management, ensuring resource decisions balance cost control
with delivery quality and reliability
- Provide
data-driven recommendations to improve efficiency, workforce planning, and
overall operational performance.
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