Service Manager - Global Infrastructure

i3D.net; Montreal; On-site; CAD 70,000 - 100,000; Full time

Job summary

Join a leading tech company as a Service Manager, responsible for enhancing customer satisfaction and overseeing service department operations. This role requires expertise in service management, effective communication, and the ability to drive service quality improvements, with generous perks including a high-end laptop, work-from-home support, and an annual bonus.

Benefits

High-End Laptop

Annual Bonus

Work From Home Budget

Personal Development Fund

Access to entire Ubisoft backlog of games

Free use of in-house gym

Travel Opportunities

Qualifications

• 3+ years of experience in service management or related role.
• Knowledge of service management principles, processes, and best practices.
• Familiarity with service management frameworks such as ITIL.

Responsibilities

• Monitoring service metrics and analysing customer feedback to identify improvement areas.
• Acting as a point of escalation for complex customer issues.
• Preparing and presenting regular reports to customers and senior management.

Skills

Problem Solving

Communication

Customer Service

Analytical Skills

Education

Bachelor’s degree in administration, management, hospitality or related field

Tools

Customer relationship management tools

Job description

Freedom from downtime and latency with our dedicated bare metal servers.

Handle heavy real-time workloads with unparalleled speed and performance.

Bare metal performance with the flexibility of the cloud.

Effective server-side and tech-agnostic cheat detection.

Scaling game instances with automated global orchestration.

Low-latency game server management for a flawless experience.

Custom tools to detect, intercept, and deflect impending attacks.

Transfer data on a global scale fast, private, and secure.

Reach eyeball networks through meaningful peering relationships.

Speed up content delivery with global CDN locations.

Go global with our custom and secure privately-owned data center.

i3D.net serves customers globally and as a service manager you will be responsible for the smooth operations of our service department for heightened level of customer satisfaction. You will work closely together with the customer success managers, our server support team, and our service delivery managers.

Objectives

Our customers depend on the quality of our services across the globe, and it is our mission to make sure our quality-of-service increases. As a Service Manager and as part of our customer success team, you will engage with our customers to help them grow. You will help develop and implement service strategies to meet customers' needs and improve service quality. Additionally, by reporting on service metrics, analyzing customer feedback, and addressing any gaps or areas for improvement, you are a key player in our team and for growth. Apart from these operational tasks, you can engage with our customers on a tactical and strategic level. You can represent the company during these meetings and therefore possess excellent communication skills. Secondly, as our organization evolves, you can set out specific personal and professional objectives for yourself and for the customer team. We offer a lot of independence when it comes to developing this role and position within our company.

The general objective is to improve service quality across the board. Together with the customer success manager, you are one of the direct contacts for our customers.

Daily Tasks

• Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving.
• Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutions.

Your Responsibilities

• Monitor and analyze service metrics. KPI’s will include response times, resolution rate and customer satisfaction.
• Problem management and continuous improvement are cornerstones in the relation to our A++ customers.
• Collaborate with other units to investigate, develop, and implement strategies to improve customer satisfaction. The focus should be on increasing service efficiency.
• Prepare and present regular reports to customers and senior management on service performance, key metrics, and improvements.
• Proactively identify opportunities to improve the service to our customers through process enhancements. Also, recommendations on technologies to make processes more effective are expected in this role.
• Stay updated on industry trends, best practices in the service field.

Your profile

• A bachelor’s degree in administration, management, hospitality or a related field.
• 3+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.
• Proficiency in customer relationship management tools and software for tracking and monitoring service performance.
• Experience in implementing service improvement initiatives and managing service quality standards.
• Familiarity with service management frameworks such as ITIL.
• Language skills : English, French is a plus.

A day at i3D.net

At i3d.net we value the fact that you combine work and healthy lifestyle. So today you start your day in our private gym with some healthy exercise. After that you will drop by the service desk to discuss recent developments in our infrastructure. Next you will engage with the customer success team and discuss which meetings we have that day and improvements and follow up with a meeting with process owners that are currently embedding ITIL in our organization. After a healthy lunch, your afternoon is spent with various meetings in which you discuss recent developments and requests from our customers.

Work From Home Budget

Remote is the new office. Optimize your home office space to suit your comfort and needs.

High-End Laptop

You will have the latest Dell Precision or a MacBook Pro at your disposal, ensuring you're fully equipped to rock 'n roll from day one.

Annual Bonus

Get your hard work rewarded with our performance-based bonus of up to 12% of your yearly salary.

Travel the Globe

With offices, data center PoPs, and customers scattered across the globe, you'll be sure to see a city or two.

Workout in our Gym

A fully equipped gym in our Rotterdam office equals deadlifts, squats, and the treadmill for breakfast, lunch, or dinner.

Personal Development

The sky is the limit. We offer you all the room to grow. With our unlimited educational fund, we've got you covered for everything from books or part-time courses to a whole Master’s degree.

Get Free Games

Access to the entire Ubisoft backlog for life comes with the job! You'll never be bored again.

Fantastic Bar

Views, 50 specialty beers, french fries, Friday afternoon drinks, and an all-you-can-eat candy buffet.

What we do

Low latency is our mission! In 2002 we set out to improve online experiences for gamers. Today, we translate our hosting innovations to various industries, but gaming is still in our DNA. And as of 2019, we are part of the Ubisoft family! We build out our network presence in data centers across the globe – from Madrid to Mumbai, Amsterdam to Seattle, and everything in between – bringing content closer to the users.

Our team works hard on everything related to running our privately owned premium network, from opening new points-of-presence, setting up peering relationships, developing integral products like anti-DDoS protection, and serving our customers with expert help and advice. Finally, we play even harder, in our office gym and bar, and with our lifetime access to Ubisoft games.

• A challenging and dynamic job in an international company
• A competitive salary (depending on education, knowledge, and experience)
• 25 vacation days (excluding national holidays)
• Travel allowance & work-from-home budget
• All the hardware and software you need to perform, including a laptop
• Career guidance including remuneration of relevant education, courses, and training
• A modern office in a prime location with open workplaces
• Free access to Ubisoft games through Ubisoft Connect
• Free use of the in-house gym

i3D.net is an equal opportunity employer. At i3D.net, we believe in a fair and equal workplace for all and foster an environment that is inclusive as well as diverse. We do not discriminate based on color, race, religion, sexual orientation, gender (identity), age, mental or physical abilities, or other characteristics. We believe that employees thrive when they can be comfortable and be themselves! We encourage candidates to apply knowing that they will be considered solely on their merits and qualifications.

What you can expect

• Apply with a cover letter and CV
• We will review your application
• There will be two rounds of interviews
• We will give you a job offer
• You're hired!

Did you find your next career step?

That’s great! Apply for the position with your cover letter and CV and we’ll get in touch with you as soon as we can.

If you have any questions, feel free to contact our HR department at [phone] or [emailprotected] .

You may consult our privacy statement for more information on the processing of your personal data.

We do the recruiting for this vacancy ourselves. Please do not contact us for sales purposes.

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