Retail Service Desk Senior Manager - Hyderabad

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

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

Additional Information Not Specified