TOD Air Traffic Controller

HR departmentUsUpdate time: April 22,2020

Job Description

Overall Purpose of Role

Oversees the overall end-to-end operation of the Translation-On-Demand service, ensuring all automated systems are operational and running as intended, and that capabilities and resources are engaged for each project, guaranteeing the timeliness of each delivery.

Key Responsibilities
Workflow Monitoring	Monitors and actively keeps track of the end-to-end journey for each project requested through the TOD platform, addressing and/or flagging any anomalies immediately as applicable.
Service Continuity	Ensures continuity of the TOD operations by timely and thoroughly identifying issues or downtimes related to SDL systems, making the necessary contacts with the relevant stakeholders to immediately solve any technical problems and perform all necessary maintenance and improvements.
Workflow Integrity	Supervises all steps of the TOD workflow to guarantee that intended steps are taking place in a timely manner. Validates if all human post-editing teams receive files on time, and that they deliver as per the requested deadlines.
Identifying and Addressing Structural Gaps	Engages SDL Language Office management in a timely manner to address any gaps or insufficiencies observed in the Supply Chain capacity or the assigned Language Office linguists for each language pair.
Technical Feedback	Feeds back to the program management and/or technical teams any suggested improvements or insufficiencies observed from a technical or architectural point of view.
First POC for Language Leads	Supports local language teams with non-linguistic immediate requests related to technical events related to the TOD systems, re-directing them to technical support teams if applicable.
Internal POs	Track internal POs in order to ensure that Language Offices receive correct internal compensation for work done, and support the LO teams through any issues around it.
TOD Evangelization	Fully understands and incorporates the paradigm shift that TOD represents, and supports management in conveying that message consistently to all internal stakeholders involved.
Reporting	Reports back to the TOD program’s managers/owners, providing consolidated information and data around on-time-delivery, threats to service continuity or service levels, and overall challenges to the workflow.
Regular Calls	Organizes regular calls to update internal stakeholders around the latest developments and data concerning the TOD offering, issues identified, and actions taken.
Training	Sets up and conducts training initiatives around the TOD workflow and processes for newly assigned Language Office linguists, or as refreshers for other stakeholders.

Critical Skills & Competencies
Collaboration	Cooperates with other stakeholders from a range of company roles, being able to confidently navigate the organization and engage the most relevant individuals as applicable.
Communication	Clearly, confidently and empathetically conveys information and ideas through a variety of media and in a manner that engages others, helping them understand and retain the message.
SDL Tools and systems	Has demonstrated expertise in SDL’s tools and systems involved in the delivery workflow for TOD, namely SDL Language Cloud, SDL Helix, SDL GroupShare and SDL Trados Studio.
Continuous Improvement	Constantly looks for opportunities to improve work processes and results.
Enthusiastic/ Optimistic	Understands the strategic importance and the disruptive nature of the project, and is able to fully convey those ideas to other internal stakeholders.
Reliable and accountable	Understands the “no safety-net” nature of the role, in that they are the ultimate checkpoint in place to make sure deliveries are according to the client’s expectations.
Customer-focused and customer-facing	May be requested to make or receive direct contact from costumers regarding particular on-going projects, in order to address issues in real time.
Open-minded	Thinks of ways of making work processes more efficient.
Outward-looking	Understands that success must be a team effort. Is aware of the team’s needs, does not retain relevant information and relies on others to achieve results.

Education & Experience Required/Preferred
Education	Typically requiring at least a degree or equivalent combination of education and experience.
Experience	Typically requires minimum of 4 years’ experience in project management or language delivery role.

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