Service Improvement Manager

Job Description

Location: Manchester or another location in the UK (1-2 days a week in the

Manchester office)

Division: Global Contact Centres

Line Manager: Director Service Improvement and Delivery

Contract Terms: Permanent, 40 hours per week

THE TEAM

We support and guide fans by delivering exceptional service because live only happens once.

THE JOB

Reporting to the Director, Service Improvement and Delivery, Contact Centers, the selected candidate will be responsible for managing and delivering changes and new implementations from all areas and departments within the company (marketing, technology, sales, product, etc) to Fan Support.

The candidate will look at and review the scope of each change, identify what teams are impacted, communicate clear change goals, coordinate and manage the delivery of the changes to the Fan Support teams.

To ensure the continued development and success of the centre you will challenge the norm on

a regular basis, you will be comfortable and confident to question and amend processes,

procedures and ways of working to deliver better results.

Ticketmaster, part of Live Nation Entertainment, is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

WHAT YOU WILL BE DOING
• Liaise and co-ordinate with all internal departments on a regular basis to maintain relationships and effective working processes.
• Contribute to the Change Management process to ensure clear project scope and expectations are received prior to any new implementation or change.
• Work closely with your peers, offering support and guidance when required.
• Take responsibility for project scope, documentation, coordination of tasks, LOE, timeline and delivery control.
• Be proactive, make recommendations to continuously improve the customer and client experience, including the internal service, putting solutions into practice.
• Provide weekly executive updates to key stakeholders and Line Manager where relevant.
• Monitor, measure, report and communicate on operational issues, opportunities and achievements within agreed formats and timescales.
• Identify organizational gaps and any potential business disruption due to each change.
• Ensure all stakeholders, working teams and change owners are participating and communicating effectively.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Has a thorough knowledge of Contact Center or TM processes and practices.
• Demonstrates strong organisational, leadership and communication skills.
• Conducts thorough searches for information when reviewing procedures or problems.
• Strong analytical skills.
• Excellent time management skills and a high level of accuracy.
• Intermediate level knowledge of the Microsoft Office Suite
• Project management experience, including project scheduling, project methodologies and planning is desirable, but not required.

YOU (BEHAVIOURAL SKILLS)
• Strong management, leadership and motivational skills with a proven ability to flexibly manage complex systems requirements in line with operational needs to be efficient and effective
• A strong collaborative ability to interact, influence and present to operational leaders
• Has an inquisitive mind and proactive nature, will think innovatively, and creatively and challenge existing processes when reviewing procedures or approaching problems
• Ability to forecast and react quickly with solutions to reduce any detrimental impact on the business
• Carefully considers the impact of a broad range of related issues or factors and considers alternatives when suggesting resolutions.
• Makes decisions in a timely manner, considering both the immediate and long-term consequences, applying logic in all instances
• Responds with flexibility, positivity and resilience when faced with multiple demands, shifting priorities, ambiguity or rapid change
• Demonstrates ethical behaviours and adapts own behaviour to take account of others' expectations
• Able to build, maintain and manage effective working relationships with key stakeholders
• Carefully weighs the impact of a broad range of related issues or factors.
Asks appropriate questions to ensure understanding, to generate new ideas and innovative solutions.
• Organises time effectively and plans for future needs.
• Seeks to understand the business environment in which we operate and stay abreast of issues and events that have an impact on the business and industry.
• Displays ability to learn, change, and innovate. Promotes a positive and friendly culture and demonstrates ethical behaviour.
• Carefully weighs the impact of a broad range of related issues or factors.

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. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

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

#TM
#LI-CG1

Jobcode: Reference SBJ-gkmv2k-3-12-165-68-42 in your application.