Vacancy Type:
05 Aug 2021
23 (Entain)
About The Role

Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral. 

The Head of Retail Service is responsible for leading the overall technology operation for Retail including the Retail Service Desk, Second Level support, Supplier Management  which are all critical to ensuring that the technology in our shops works all day, every day. 

You will be responsible for the UK based retail service teams, ensuring the correct measures and controls are in place for managing retail technology service and driving an improvement strategy to reduce ongoing costs. 

What you'll be doing:
  • You'll be managing a number of teams with 8 direct reports and 40 indirect reports in the UK, matrix management of an extended retail support in Hyderabad. Ensure a suitable support rota is in place for out of office hours to cover all shop opening times. Act as an escalation for Live incidents 
  • Ensuring that Retail Service Desk KPI targets are achieved and improvements in the recording and management of incidents, effective trend analysis and analyst performance
  • Managing the relationships with external vendors to assess their current performance and improvements where required and manages all monthly supplier service reviews

  • Ensuring that there is a continuous improvement strategy for all retail products that drive down service costs

  • Pro-actively monitoring, controlling, and reporting against SLAs and KPI for customers for the service the team delivers. 

  • Ensuring all Retail Major incidents and Priority 1s are managed effectively, PIRs are conducted and lessons learned implemented. 

Who you are: 
  • Proven track record of managing technology service, service desk
  • Proven track record of building high performance teams 
  • Experience in matrix-managing multi-disciplinary teams 
  • Excellent stakeholder management skills at a senior level 
  • Managing 3rd party suppliers to delivery services
  • Strong leadership skills
  • Strong communication skills, verbal and written 
  • Ability to communicate at all levels 
  • Service in a retail environment

Additional Information
About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.