Retail Service Desk Senior Manager

About The Role

Job title: Retail Service Desk Senior Manager

Location: Hyderabad, India

Function: Operations

Reports to: Head of Retail Support

No. of direct reports: 4

No. of non-direct reports: 28

Budgetary responsibility:

NGR/P&L:

Purpose of role

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together.

Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

The Retail Service Desk Senior Manager role is fully accountable for the operation and performance of the UK Retail Service Desk. This role is critically important to ensure the uptime of all of our Retail Technology (Screens/Terminals/Tills etc.) is as close to 100% as possible to support the best possible colleague and customer experience on the High Street.

The Retail Service Desk Senior Manager provides leadership and mentoring to the UK Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team both internally and externally with our 3rd party suppliers.

Key responsibilities

•Fully accountable for all Retail Service Desk KPI’s: Call answer time, handle time, first level fault fixing rate, uptime of Retail Tech and Colleague engagement with the service provided.

•Relentlessly self-reviewing performance of the Desk, the output of said reviews will be new initiatives to improve both performance of the Desk and the Retail Colleague Journey.

•Own all service desk information, both performance data and feedback from colleagues/retail management/retail senior management/other internal stakeholders. Use this data/insight to improve overall desk performance and retail customer journey.

•Oversee all communications to our Retail Colleagues in the event of any incidents/outages, ensure that the relevant Technical teams provide prompt updates that can be shared with our Retail Colleagues who are awaiting updates so that they can support the customer journey.

•Owns all people/HR processes within their team to ensure successful recruitment/induction/ongoing training and management of their team.

•To ensure that relationships with all third parties are maintained to the highest possible standard to encourage an effective partnership.

Specialist skills and experience

●The following 5 skills are essential:

●Visionary Mindset – Know what you want to achieve at a high level and how to break it down into manageable parts so that everyone in the department understands how they can play a role in the teams success.

●Strong Leader – Be clear on what’s expected from the team, reward success and coach when necessary to “steer the ship” on its path to success.

●Effective Communication at all levels of the business, from conversations with our MD/Retail Exec explaining departmental performance at a high level, to the 3rd party supplier/internal account manager conversations to retail colleague forums, everyone should leave engaged and enthused that the RSD is a high-performing, well-led department.

●Experienced people manager with established well utilised plans to: recruit and retain the right people, induct them correctly, engage the team and manage performance fairly/appropriately.

●Effective time management/organization/delegation skills, to ensure that all tasks get completed in order of priority and all initiatives are progressed successfully to positively impact the colleague journey.

●The following 6 skills are desirable

●Ability to lead a meeting on long standing/complicated issues, whilst engaging with key internal resolvers for fast resolution

●Understanding of Problem/Major Incident Management and Incident Lifecycles.

●Good understanding of applying the ITIL framework

●Competent with Microsoft Office, Gmail and GSuite applications

●Previous IT Support experience is advantageous

●Experience working with a Self Service ticketing system

Diversity and equal opportunities:

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong.

We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work.

Our diverse internal networks provide the support for you to express your views and make a positive difference.

It’s your game