Service Management Analyst - Entreprise Infrastructure team, Ubisoft (F/M/NB)

  • Paris, France
  • Full-time

Company Description

Ubisoft’s 19,000 team members, working across more than 40 locations around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their dedication and talent has brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.

Job Description

Summary:

The Service Manager Analyst is responsible to coordinate with the Service Managers inside the domain and promote Service Management best practices across the Enterprise Infrastructure domain.

You will coordinate with members located in multiple studios in the world. You will build and support the Service Management framework, support the tools and practices for Service Management, and consolidate the Service Management reporting.

This role is multi-faceted and requires an analytical self-starter with good communication and leadership skills. The person needs to have initiative and aim at improving methods and organization of the team. The role also requires curiosity.

 

Responsibilities:

  • Participate in the planning, implementation, control and review of services ensuring it meets business requirements and satisfies customer commitments
  • Serve as an end-to-end trusted advisor, providing exceptional service and adapting strategy to meet customer needs
  • Establish & manage in the long-run strong manager-level client relationships
  • Ensure steady state framework and best practice are in place and adhered too
  • Help service managers developing their Incident and Problem Management skills, promoting best practices and reviewing regularly results of this process within the Domain.
  • Animate the community of all Service Managers within the domain, ensuring cross Service communication and Knowledge sharing.
  • Consolidate cross functional and Domain wide Continuous Improvement Plan with the help of Service Managers and report regularly on its progress.
  • Responsible for consolidating all Service Managers KPIs in a single and high-level Domain vision, analyzing trends and making recommendations to proactively manage the customer environment
  • Participate to service delivery review meetings with key business stakeholders, ensuring continuous improvement of these exercises thanks to his/her expertise.
  • Help Service Manager defining Customer oriented Service Model.
  • Ensure regular review and Continuous Improvement of all Service Model within the domain, with the help of Service Managers.

Qualifications

Skills:

  • Leadership mindset: positively influence, lead change management thorough knowledge of Service Management operations including strong knowledge of IT best practices, industry trends, and customer service
  • Business relationship management
  • Ability to lead technical discussions with the customer and internal teams, briefing sessions, and phone conferences.
  • Strong ability to communicate effectively and confidently at all levels i.e. in detail with technical staff, providers and management
  • Strong problem-solving skills, critical thinking, excellent analytical ability, strong judgment and service oriented (high performance standards in a matrix-managed environment) .
  • Ability to handle conflict, difficult situations in a fast-paced dynamic environment, timely delivery and maintain a methodical and calm approach while working under stressful situations.
  • Ability to perform and manage priorities within a complex environment.
  • Ability to handle multicultural context
  • Public speaking skills & adaptability (various interlocutors, various communications channels

Knowledge:

  • Very good English skills (written and spoken within a professional and diverse environment)
  • French is a plus
  • Experience in an international environment is a plus
  • Ability to work on multiple subjects at the same time, if needed
  • Good at working with other teams and stakeholders
  • Ability to work in a fast-paced changing environment
  • Ability to predict trends and adapt accordingly

Additional Information

Don’t hesitate and send us your application if you want to join us in this permanent position.

Joining Ubisoft means joining a company that sends you all the thrilling vibes and energy you can find in a Startup, along with all the perks of a big company! These include:

  • Profit sharing
  • 12 RTT (paid days off)/year + 25 days paid leave/year
  • 4 free video games/year (ours of course ;))
  • 1 month paternity & coparent leave

A workplace team dedicated to make your daily work experience at Ubisoft the best: Monday morning breakfasts, rest areas, gaming areas, free hot drinks and fresh fruit, discount on a wide range of shows… And that’s naming just a few

If you are interested in this position and reckon you have what it takes, all you have left to do is send in your application via SmartRecruiters. We will get back to you within 3 weeks and if we think your profile matches the needs for the role, we will organize a 20-30 minutes phonecall, followed up by 3 to 4 interviews as well as a case study.

We look forward to reading you!!

Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our gamers community.

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