Senior Manager - Time Delivery Manager EMEA

Job Summary

The Senior Real‑Time Delivery Manager – EMEA is responsible for leading real‑time service delivery across a global, multi‑channel contact centre environment. The 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, 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 toward a global, digital‑first, agile contact centre environment.

Europe – Flexible, or United Kingdom (Hybrid).

Ticketmaster UK.

Senior Director, Workforce Planning and Forecasting.

Permanent, 40 hours a week.

• 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

• 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

• Respected Leader – Recognised by direct reports for consistency in support, guidance, and trustworthiness. A leader who motivates a team through hard work, commitment, and willingness to learn/understand, makes every effort to create a path for employees to grow and succeed, and creates and supports a culture of accountability.
• Motivated Learner – An individual motivated by new challenges and opportunities. One who is always willing to take on more responsibility and not shy away from areas where learning is required. A leader who can take on areas of great opportunity and drive the change required for improved results.
• Collaborate with others; share information openly; listen and take time to empathise and understand where others are coming from; show recognition and appreciation for the contributions of others.
• 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

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. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.

It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.