Associate Manager, Problem Management

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

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.