Head of Operations

Universally Speaking
alert with exclamation point inside a cirle
This position has been closed.
August 17, 2022
Full Time
Liverpool, UK

As Head of Operations, you will provide Leadership and Strategy to the Service Teams, ensuring deliveries, performance and productivity is consistently provided at levels that meet and, where possible, exceed our clients’ expectations.

Working with the various facets of the business, you will oversee the quality application and delivery of testing, localisation and related service provision for all projects supported, whilst ensuring they are delivered according to schedule and plan.

Also ensure delivery of such services is made alongside other staff (both onsite and remotely) to ensure smooth execution of support as scheduled, whilst also capable of identifying, reacting and changing priorities where needed in an efficient and timely manner.

This role is Hybrid and you will need to be able to work some days from our studios in Liverpool and Wyboston.



  • Manage and grow the existing teams across multiple functions and locations with a continuous drive towards a streamlined, efficient and consistent output that is site-agnostic
  • Build and ensure sustainable application of best practice and service solution models are adhered to, whilst remaining agile enough to cater to individual client requirements
  • Establish global Key Performance Indicators and maintain a continual improvement programme that delivers a world class service level for our existing and new clients
  • Support Sales and related business teams in forecasting and quoting project service work with the respective Project and Service Line Managers. Also represent and evangelise the business within client interactions with a continual aim to increase the potential of successful project pitches and / or volume of work from clients
  • Effective Performance Management of the respective Service Line and Operation Managers to ensure their people, project and process applications align with expectations
  • Manage, support and oversee budget requirements, ensuring operational requirements are scheduled in sufficient time for project deliveries.
  • Continually evaluate service requirements and escalate challenges and potential risks to project deliveries in a timely manner to the CSO and/or relevant departments
  • Maximise collaboration of individual project teams to ensure Service Line Agreements and budgeted resources are fully met on a day-to-day operational basis, whilst also recognising any client or project manager alterations are addressed efficiently in accordance with expectations
  • Deliver direct reports to the CSO and SLT team in accordance with the internal business requirements
  • Seek, propose and implement tool solutions where necessary to improve capabilities on Service deliveries as part of a continual improvement programme
  • Any other requirements that are consummate with the position and business needs as and when required


Essential requirements

  • 4-5 years+ experience required in similar Operations or Service Delivery role, preferably across multi-disciplines of test delivery and experience of handling growth in a team and project management capacity. QA Management within the games industry is a distinct advantage for this role.
  • Exceptional Mentorship skills and extensive work in ‘Managing the Manager’ and collaborative procedures
  • Strong sense of organization and ability to handle priorities among several tasks to be performed in parallel
  • Working and delivering within a continual growing business, with proven multi-site delivery capability
  • Expert in project management strategies, able to devise and communicate effectively on a continual, solutions provision basis.
  • Able to illustrate data-driven proposals effectively with external customers and internal teams, whilst meticulous with all data delivery requirements
  • Committed and passionate in all facets of quality management
  • Experience with relevant toolsets, bug and project delivery management tools, as well as industry standard software (MS Office, Jira and related bug databases)



  • Training
  • Lunch and Learns
  • Management Development
  • Wellbeing Portal including Live Chat and Support
  • Mini Health checks
  • Social events and celebrations
Universally Speaking

Universally Speaking is a pre-eminent, end-to-end, game services provider for the global gaming market. Gaming is our passion and our primary focus. We are multi-award winning in Localisation and Quality Assurance, working across all time zones. We work closely with our clients and pride ourselves on our ability to become an extension of their internal teams.

Our Vision

A world-class partner to the games industry, trusted to deliver the highest quality services with passion, expertise and agility

Our Purpose

To serve our partners by enhancing the experience of gamers across the world through our passionate and expert team

Our Values

Quality, Passion, Agility, Customer Intimacy, Teamwork

With over fifteen years of experience working within the games industry as sector-specific specialists, Universally Speaking is one of the industry’s most trusted game service providers. We are recommended by the industry, for the industry.

Featured Game
Business, Sales, & Operations
Thank you for joining! New issues are sent every Wednesday!
Oops! Something went wrong. Please try again.