Senior Manager - Real Time Delivery Manager EMEA

Job Summary:Location : Europe - Flexible, or United Kingdom (Hybrid)Division : Ticketmaster UKLine Manager: Senior Director, Workforce Planning and ForecastingContract Terms: Permanent, 40 hours a weekTHE JOBThe 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 DOINGOwn real-tim...