Senior Manager

The Live Operations team at Ubisoft CRC is on a mission, to become the leading Incident and Problem management team in the video game industry. Our ambition is to build trust with our internal partners and players, deliver timely resolution, whilst ensuring we focus on the future and prevent recurring problems. As the leader of this global team, you will be responsible for the continued development of our strategy and for the execution of the incident and problem management ITIL practices within the CRC Live Operations team. Playing a vital role in the team, you will be a self-driven and inspiring leader. Capable of bringing energy and empathy to a changing and high-pressure environment.

You will join the role at the point that the team will begin a journey towards operational maturity, adapting to ITIL standards and completing an ongoing transformation.

Key Responsibilities:

• Leadership & Management:
  • Lead and manage the Live Operations team, providing guidance, mentorship, and performance evaluations.
  • Develop and implement strategies to improve team efficiency and effectiveness.
  • Foster a positive and collaborative team environment.
  • Advocate and on-board key partners for Live ops practices across business and technical teams.
• Operational Oversight:
  • Oversee daily live operations to ensure timely and effective resolution of player issues.
  • Monitor key performance indicators (KPIs) and service level agreements (SLAs) to maintain high standards of customer support.
  • Implement and manage tools and technologies to enhance support operations.
• Process Improvement:
  • Collaborate with cross-functional teams to streamline support processes and improve player experience.
  • Develop and maintain documentation for support procedures and workflows.
  • Oversee and encourage the identification of process improvements opportunities and implement best practices.
• Crisis Management:
  • Lead the customer support response during live events and crisis situations around major incidents.
  • Coordinate with internal teams to manage and resolve critical issues promptly.
  • Enable effective communication with players during high-impact incidents.
• Incident Management:
  • Implement and oversee the ITIL Incident Management practice within the customer support team.
  • Ensure that all incidents are logged, prioritized, and resolved in a timely manner.
  • Conduct post-incident reviews and root cause analysis to prevent future occurrences.
  • Collaborate with IT and other departments to continuously improve incident management processes.
• Problem Management:
  • Manage and improve the ITIL Problem Management practice to identify and resolve the root causes of recurring issues.
  • Perform proactive problem identification and trend analysis to mitigate potential impacts.
  • Facilitate problem resolution through coordination with relevant teams and stakeholders.
  • Maintain a known error database and ensure timely communication of workarounds and resolutions to the support team.
• Reporting & Analysis:
  • Prepare and present regular reports on support team performance, player issues, and trends.
  • Use data and analytics to drive decision-making and improve support outcomes.
  • Set and monitor team goals aligned with company objectives.

Requirements

• Strong leadership experience at a senior level with experience in a high stress and fast-moving environment. Representing the team and acting as a local leader in Cary.
• An experienced ITIL methodology practitioner.
• Analytical and critical thinker with the ability to create insights and draw strong conclusions.
• Ability to gain influence through compelling storytelling and ability to present complete and thorough planning.
• Experience working in a dynamic and fast paced environment where the ability to prioritise and manage time effectively is vital.
• Exceptional people focus, with a proven record of engaged and driven teams. With experience across cultures and work setups (remote and in-office).
• Track record of setting and achieving operational targets whilst also being able to understand and act on qualitative elements from your operational teams.
• Capable of overseeing and directing project delivery across a broad range of topics and working to deadlines.