Senior Manager – Real Time Delivery Manager EMEA

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