Service Manager

About the Position

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.

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 prioritized 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

Requirements

• Experience in customer support, service, or product management in gaming, technology, or another customer-focused environment
• Experience in process, documentation, and knowledge management
• Ability to 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

We Offer

• Opportunity to work in a global leader in gaming
• Be part of a diverse and innovative team
• Professional growth and development opportunities

About the Company

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!