Head of Service Delivery - Retail

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Job description

We are looking for an experienced and dynamic leader to join our team as Head of Service Delivery within the Retail Support function. This is a key role that will allow you to lead the service delivery of our Helpdesk, Field Services, and Technical & Projects teams, ensuring operational excellence across our Retail LBO (Licensed Betting Offices) technology and infrastructure.

As Head of Service Delivery, you'll collaborate closely with cross-functional teams including Retail Operations, Retail Contact, Product, Technology, and third-party suppliers. You will ensure the timely resolution of technology issues, oversee key rollouts, and provide leadership and strategy for driving service delivery performance. This is a high-impact role, requiring strong leadership, strategic thinking, and a deep understanding of retail technology systems and infrastructure.

What you will be doing -

• Play a key role to shape, implement, and deliver our strategy, working to a timebound plan to achieve the agreed priorities
• Create and implement a functional strategy aimed at driving the quality and productivity of the service delivered by the team, focusing on developing systems and processes to minimise any technology downtime in our LBOs and fault resolution times.
• Work closely with Retail Contact and Manilla teams to deliver the Retail Contact strategy, ensuring plan are developed to address any areas or issues falling outside of our agreed processes
• Work with product and technology stakeholders to develop and maintain the knowledge base for new technology, enabling the team to support with a robust and agile approach to rollout programmes and triaging of issues
• Own the road map and development for ServiceNow and the virtual agent, looking for opportunities to deliver greater efficiencies and strengthen service delivery for our retail teams against SLAs, delivered through process innovation and automation
• Work with field services and technology stakeholders to manage the stock levels of service spares in line with our budgets, ensuring any risks are highlighted at the earliest opportunity and understood by the business
• Support service reviews held with key 3rd party suppliers by relevant accountable stakeholders through the monitoring relevant of SLAs and handling of faults, proactively providing key reporting and trend information
• Together with Technology, Retail Support Centre, and Building Services stakeholders, manage the development and ongoing review of all policies, procedures, and processes, ensuring consistency with colleague-facing materials.

Who we are looking for-

We are committed to responsible gambling, and we are looking for people who can support our ethos. To apply to this post, you will have:

• A deep understanding of Retail betting technology, systems and infrastructure - ideally with knowledge of Openbet and Retail display systems
• A commitment to establishing best practice and continuously improving ways of working with excellent written and verbal communication skills; comfortable managing stakeholders at all levels
• Experience of gathering, interrogating, and presenting data in Microsoft packages -experience with ServiceNow or working with similar systems in the delivery of digital workflows is desirable
• Be a critical thinker, curious, with a determination to see tasks through to completion and a thorough, methodical approach to work with excellent attention to detail.

What we offer

Our roles offer more than just a job, you'll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer: -

• Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
• Perks and discounts: Discounts at a range of high-street retailers
• Financial: Competitive salary, pension, and bonus schemes.
• Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.
• Hybrid working: Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
• Healthcare: We prioritise your health and well-being, offering comprehensive healthcare benefits (or a cash alternative).
• Pension package, income protection and life assurance: Safeguarding your financial future and offering peace of mind.

More about evoke

We're a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn't be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That's the future. That's evoke.

At evoke, you'll benefit from flexibility and a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you.

Apply

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family!