Associate Manager, Problem Management

Ubisoft; North East; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading global video game company is seeking an Associate Manager for their Problem Management team in the North East. You will lead a team of problem managers and work closely across the organization to resolve service disruptions. This role requires strong leadership skills, a pragmatic approach to problem-solving, and experience in service operations. Join an empowering environment committed to inclusivity and creativity.

Benefits

Pension contributions / 401k matching

Personal medical cover

Maternity, paternity, adoption, and parental leave

Qualifications

• Strong Leadership and Communications Skills are a must.
• Experience in Service operations or Problem management role is needed.
• ITIL 4 foundation certification preferred but not essential.

Responsibilities

• Lead and support a team of problem managers.
• Drive root cause analysis and long-term fixes for recurring issues.
• Improve tracking, communication, and resolution of problems.

Skills

Strong Leadership and Communications Skills

Pragmatic problem solving

Experience in Service operations

Focus on preventative solutions

Proven leadership experience

Experience with ITSM/project management tools

Strong collaboration

ITIL 4 foundation certification

Passion for games and community-focused service

Tools

Jira

ServiceNow

Miro

Job description

Job Description

What you'll do

We're looking for an Associate Manager to join our Problem Management team. You will report directly to the Senior Manager of Service Enablement and play a key role in our support operations. In this role, you'll lead a team of problem managers and work closely with teams across Ubisoft to tackle the root causes of service disruptions.

With your team, you’ll establish effective process, communication and tracking of problems across our organisation, and as a leader ensure high quality communication, coaching and governance is maintained.

Essential duties and responsibilities:

Core duties and responsibilities include the following. Other duties may be assigned.

• Lead and support a team of problem managers.
• Drive root cause analysis and long-term fixes for recurring issues.
• Improve how we track, communicate, and resolve problems.
• Collaborate across teams to prioritise the most impactful problems.
• Help shape a proactive, transparent approach to problem management.

Qualifications

What you'll bring:

• Strong Leadership and Communications Skills
• A pragmatic approach to problem solving
• Experience in Service operations or Problem management role
• A focus on preventative solutions, not just being reactionary.
• Proven leadership experience, with a focus on coaching, mentoring, and developing high-performing teams.
• Experience with ITSM/project management and work tracking tools (Jira, ServiceNow, Miro etc).
• Strong collaboration to ensure consistent service delivery for key stakeholders.
• ITIL 4 foundation certification (or equivalent) preferred, but not essential.
• Passion for games, players, and community-focused service delivery.

Additional Information

What you'll get:

Our benefits packages reflect the location you work in, but include:

• Pension contributions / 401k matching
• Personal medical cover
• Maternity, paternity, adoption and parental leave
• Ask your recruiter for the details for your location and prepare to be impressed!

Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.

Skills and competencies show up in different forms and can be based on different experiences, that's why we strongly encourage you to apply even though you may not have all the requirements listed above.

At Ubisoft, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences.

All your information will be kept confidential according to EEO guidelines

Company Description

Ubisoft is composed of over 20,000 talented people located in 55+ development studios and offices across the globe. With more than 80% of our teams dedicated to creation, Ubisoft is the biggest in-house creative force in the industry. With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.

Ubisoft’s worldwide network of video game development studios and business offices work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed, Tom Clancy's Rainbow Six Siege, Tom Clancy's The Division, For Honor, Rabbids, Rayman, Watch Dogs, Far Cry, The Crew, Just Dance and more. Ubisoft is a global leader in the video games and entertainment software industry.

Ubisoft is committed to enriching player’s lives with original and memorable gaming experiences. We create worlds where people can express themselves, explore and discover new possibilities.

Are you looking to work with enthusiastic experts who are tackling game-changing challenges in entertainment and beyond? At Ubisoft, we offer an open environment where bright ideas are given a chance to shine and everyone is eager to share knowledge.

Let's create the unknown.

LOCATION: Hybrid, qualified candidates should be able to work in our Cary or Newcastle offices