Service Manager

Ubisoft; Newcastle upon Tyne; On-site; GBP 55,000 - 75,000; Full time

Job summary

Ubisoft Newcastle is seeking a Service Manager to shape support services for the Rainbow Six Siege portfolio through the Customer Relationship Center (CRC). You’ll report to the Associate Director of Service Management and collaborate with game, business and support teams to enhance player experience and adapt services to changing needs.

You will define the service strategy, build partnerships with Rainbow Six production, Ubisoft Core Services and CRC, run service reviews, track metrics, improve

Qualifications

• Bring experience in customer support, service or product management in gaming, technology or another customer-focused environment.
• Apply experience in process, documentation and knowledge management.
• Handle complex incidents and improve support and player experience measures.
• Use service data and player feedback to understand problems and recommend improvements.
• Communicate clearly and document plans, findings and outcomes.
• Collaborate across teams and gain support for improvements without direct authority.
• Work with customer support tools and knowledge management systems.
• Share an interest in Rainbow Six Siege and gaming as a welcome addition.

Responsibilities

• Define and update the service strategy and roadmap for the Rainbow Six Siege portfolio
• Build partnerships with Rainbow Six production and business teams, Ubisoft Core Services and CRC teams
• Facilitate service reviews and monthly business reviews, sharing recommendations on player experience and performance
• Track service measures, player feedback and operational data to identify trends, risks and opportunities
• Report on the value and effectiveness of CRC services, working with analytics and operational teams to inform planning
• Improve processes, policies, documentation and knowledge resources for the portfolio
• Identify points of friction in the player journey and maintain a prioritised improvement roadmap
• Prepare business cases for service improvements, measure results and apply lessons learned
• Partner with other Service Managers on shared services and cross-portfolio work, keeping the full player support journey in view
• Assess service readiness for new features, releases and initiatives, and turn recurring issues and incidents into improvements

Skills

Customer support

Service management

Product management

Process documentation

Knowledge management

Incident management

Data analysis

Cross-team collaboration

Clear communication

Gaming industry experience

Job description

Job Description

As a Service Manager at Ubisoft Newcastle, you will report to the Associate Director of Service Management and shape support services for the Rainbow Six Siege portfolio through our Customer Relationship Center (CRC). You’ll work with game, business and support teams to improve the player experience and help services meet changing needs. The portfolio assigned to this role may change as business priorities evolve.

What you’ll do

• Define and update the service strategy and roadmap for the Rainbow Six Siege portfolio
• Build partnerships with Rainbow Six production and business teams, Ubisoft Core Services and CRC teams
• Facilitate service reviews and monthly business reviews, sharing recommendations on player experience and performance
• Track service measures, player feedback and operational data to identify trends, risks and opportunities
• Report on the value and effectiveness of CRC services, working with analytics and operational teams to inform planning
• Improve processes, policies, documentation and knowledge resources for the portfolio
• Identify points of friction in the player journey and maintain a prioritised improvement roadmap
• Prepare business cases for service improvements, measure results and apply lessons learned
• Partner with other Service Managers on shared services and cross-portfolio work, keeping the full player support journey in view
• Assess service readiness for new features, releases and initiatives, and turn recurring issues and incidents into improvements

Qualifications

What you bring to the team

• Bring experience in customer support, service or product management in gaming, technology or another customer-focused environment
• Apply experience in process, documentation and knowledge management
• Handle complex incidents and improve support and player experience measures
• Use service data and player feedback to understand problems and recommend improvements
• Communicate clearly and document plans, findings and outcomes
• Collaborate across teams and gain support for improvements without direct authority
• Work with customer support tools and knowledge management systems
• Share an interest in Rainbow Six Siege and gaming as a welcome addition

Company Description

Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences, from Assassin’s Creed, Rainbow Six to Just Dance and more. We believe diverse perspectives help both players and teams thrive. If you’re passionate about innovation and pushing entertainment boundaries, join our journey and help create the unknown!