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IT Operations Manager

Job Description

Within the Enterprise Infrastructure organization, the Service Center team is in charge of standard requests and end user incidents, assisting Ubisoft employees with their daily needs. The IT Operations Manager leads the team and is responsible for the management and fulfillment of request, and adherence to service level agreements.

You will have the following responsibilities:

• Run a team that is responsible to deliver the highest levels of service to our customers;
• Set and monitor adherence to high operational standards and alignments to the processes of the worldwide team;
• Manage rotation of schedules and staff to ensure a total follow-the-sun structure;
• Identify and lead process improvements to accommodate customer needs and growth;

• Provide the best IT services by assisting Ubisoft employees on their needs in the respect of the service level agreement and the defined standard operations.
• Collaborate in a Follow-The-Sun structure with the Service Center teams from Shanghai and Montréal and align on the standards.
• Develop KPI and dashboards to measure and track service performance;
• Fuel automation efforts to reduce manual operations and increase overall efficiency;
• Ensures that staff is trained to deliver a high standard of customer service;
• Promote customer service within the organization and proactively anticipate potential issues;
• Carry out all other related tasks.

Qualifications

Education

• Degree (or equivalent) in Computer Information Systems, Business, IT or a related field;
• ITIL certification is a plus;

Relevant experience

• A demonstrable history of running a high-performance service desk/operations team
• 3 years of experience managing a team of 4+ employees.
• Customer facing support experience

Skills

• Strong problem-solving and critical thinking skills;
• Ability to multi-task and prioritize under high pressure, ability to make decisions quickly;
• Good coaching abilities and leadership skills and good negotiation skills
• Ability to work effectively in a fast-paced changing and multi-cultural environment
• Have good interpersonal communication skills and ability to communicate effectively with all levels of management
• Ability to make complex information accessible

Knowledge

• Strong knowledge of Incident Management and Event Management principles;
• Familiar with the challenges of efficient operations;

Additional Information

We have salaries to motivate you, bonuses for your performances, medical services to keep you safe and sound, meal tickets to use them wherever you want and free access to relaxing and fitness room. But most of all, we guarantee you’ll enjoy our atmosphere and working environment.

Company Description

Ubisoft is composed of over 12,000 talented people located in 28 countries across the globe. With around 85% of its staff devoted to game development, Ubisoft has the 2nd largest in-house creative team in the world.

The company’s 27 different creative studios 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 Ghost Recon®, Tom Clancy's Splinter Cell®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.

With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.