Senior Manager - Real Time Delivery Manager EMEA in Manchester

Location: Manchester, UK or Europe (Flexible)

Division: Ticketmaster UK

Line Manager: Senior Director, Workforce Planning and Forecasting

Contract Terms: Permanent, Full-Time

THE JOB

The Senior Real Time Delivery Manager – EMEA is responsible for leading real-time service delivery across a global, multi-channel contact centre environment. This role ensures that customer demand is met efficiently and effectively through proactive intraday management, strong governance of BPO partners, and alignment between forecasting, scheduling, routing, and real-time execution. You will act as the central point of accountability for intraday performance, service stability, and fan experience across EMEA markets, ensuring delivery remains within forecast bandwidth while balancing cost, efficiency, and fan outcomes. This role is a critical part of the Fan Experience team as we move towards a global, digital first, agile Contact Centre environment.

WHAT YOU WILL BE DOING

• Own real-time performance across EMEA, delivering against SLA, ASA, backlog, and forecast bandwidth targets
• Maintain control of backlog across all channels, particularly digital, ensuring recovery plans are defined and executed
• Manage delivery against forecast bandwidth at interval level, balancing over/under delivery and commercial impact
• Ensure alignment between scheduled capacity and actual demand distribution
• Direct and govern real-time interventions executed by BPO partners (e.g. break movement, shift extensions, reallocation, overtime)
• Lead cross-market resource reallocation, dynamically moving capacity to meet demand
• Optimise utilisation of shared and flexible resource pools across regions
• Act as primary escalation point for all real-time delivery issues across BPO partners
• Hold partners accountable for schedule adherence, responsiveness, and execution of agreed actions
• Lead daily and intraday performance calls, ensuring clear communication of risks, actions, and outcomes
• Partner with forecasting, planning, and scheduling teams to ensure alignment between plan and real-time execution
• Develop and lead a team of analysts, building capability and driving continuous improvement
• Partner with Regional Heads of Fan Experience to contribute to long-term strategy and operational design

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Proven experience in Workforce Management, specifically in real-time/intraday operations
• Strong understanding of omnichannel contact centre environments (voice, chat, email)
• Experience managing real-time delivery across multi-market, BPO-led environments
• Strong analytical capability, with the ability to interpret complex data and translate into action
• Strong working knowledge of WFM and routing tools (e.g. Peopleware, Five9, Zendesk)
• Experience producing operational insight and performance reporting
• Experience managing outsource partners and performance governance
• Proven experience of leading, coaching, motivating and developing a Resource & Planning team, ideally within a Contact Centre environment

YOU (BEHAVIOURAL SKILLS)

• Respected Leader – Recognized by direct reports for consistency in support, guidance, and trustworthiness.
• Motivated Learner – An individual motivated by new challenges and opportunities.
• Collaborate with others; share information openly; listen and take time to empathise and understand where others are coming from.
• Demonstrated ability to build and motivate an effective team and desire to continuously improve employee satisfaction.
• Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction.
• Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

• Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
• Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team.
• Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.
• Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.