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