Senior Service Delivery Lead

The role of a Senior Service Manager is crucial in driving operational excellence and ensuring high standards of service delivery. This position plays a key leadership role in overseeing and enhancing the performance of the Service Management team.

Key Responsibilities:

• To conduct regular checks on Jira tickets created by Service Managers, ensuring accuracy, timeliness, and appropriate follow-up in collaboration with the Operations Manager
• Provide structured feedback to Service Managers on ticket handling quality and suggest improvements where necessary
• Take ownership of shift management and ensure seamless day-to-day operations

Training & Development Leadership:

• Lead competency-based training sessions and practical exams for Service Managers and Junior Service Managers, together with the Operations Manager
• Develop and maintain updated training materials aligned with evolving operational needs
• Monitor and report on training effectiveness through performance KPIs and learning assessments

New Hire Integration & Onboarding:

• Oversee and support the onboarding of new Service Managers and Junior Service Managers, ensuring a standardized and comprehensive induction process that reflects the studio's operational values and procedures

Operational Workflow Optimization:

• Analyze current workflows and service procedures to identify bottlenecks, inefficiencies, and areas for automation or digitization
• Recommend and implement best practices across shifts to improve service quality and reduce response time

Operational Coverage & Flexibility:

• Step in and perform the full range of Service Manager duties when needed, including during peak hours, holidays, or in cases of absence, to ensure consistent operational delivery

Communication & Reporting:

• Handle internal and cross-departmental email communications, Jira/Confluence updates, and other reporting responsibilities with clarity, accuracy, and timeliness
• Prepare weekly summaries of service trends, team performance, and escalations, highlighting any recurring issues or areas needing management attention

Collaboration & Decision-Making:

• Serve as the designated point-of-contact and decision-maker in the absence of the Operations Manager (planned or unplanned), ensuring continuity, authority, and escalation handling
• Represent the Operations Manager in meetings, on calls, or during interdepartmental coordination

Problem-Solving & Analysis:

• Work closely with the Floor Management and Risk & Compliance teams to identify patterns of irregular behavior by Game Presenters, Shufflers, or Card Counters that may point to internal vulnerabilities or fraud
• Participate in investigations related to escalated sessions, discrepancies in game flow, or Game Presenter errors, and support the documentation process for disciplinary or preventive actions

Service & Floor Coordination:

• Liaise between Service Managers and Floor Managers to ensure frontline issues (Example: player disputes, table downtime, visual/audio issues) are addressed with a unified operational response
• Help develop procedures for smoother coordination between the Service Floor teams and Academy during peaks or emergency scenarios

Adaptability & Proactivity:

• Take ownership of ad hoc tasks, process improvement projects, or departmental initiatives as assigned by the Operations Manager or senior leadership
• Perform any other duties as required and relevant to the role

Working Schedule:

• Rotating schedule 11-hour shifts: Morning - 7 AM till 6 PM, Night - 8 PM till 7 AM
• 3 Days on 3 Days off work schedule
• Expected to cover Operations Manager duties during any absences or leave periods

This role offers a dynamic and challenging environment, allowing you to grow professionally and make meaningful contributions to our team.