Senior Service Manager

The Senior Service Manager plays a crucial role in supporting and enhancing the performance of the Service Management team. This position is responsible for overseeing and ensuring the consistency of operational practices, training, communication, and reporting. The role includes close collaboration with the Operations Manager, Head of Studio, and Head of Service Management, and the flexibility to step in as a Service Manager when necessary.

Quality Assurance of Service:

• Conduct regular checks of Jira tickets created by Service Managers to ensure accuracy, timeliness, and appropriate follow-up, in close coordination with the Operations Manager
• Provide structured feedback to Service Managers on ticket handling quality and suggest improvements where applicable
• Take ownership of your shift management
• File End of Shift Report

Training & Development Leadership:

• Lead and support competency-based training sessions and practical exams for Service Managers and Junior Service Managers, together with the Operations Manager
• Ensure continuous professional development by maintaining 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:

• Actively analyze current workflows and service procedures to identify bottlenecks, inefficiencies, and areas for automation or digitization
• Recommend and help 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

Step in for Operations Manager:

• 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

Anti-Fraud Collaboration:

• 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

Projects and Other Tasks:

• 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