Job Description

Service Delivery ManagerWe are looking for a responsible operational leader to lead the Live Support function on the Origin team. This person will manage the team that provides support to the studios and services that hundreds of millions of gamers interact with - including Origin.com, our subscription services, and our marketing websites.

You are a strong communicator, deftly able to handle the strategic and tactical - transitioning seamlessly from briefing our Leadership Team to diagnosing and resolving software issues. You’ll have a strong sense of ownership and a willingness to take the initiative and dig into problems to drive them to resolution. You will also demonstrate empathy and ability to grow and support a team to achieve great outcomes.

You will manage a number of centralized ITSM functions which support the overall EAX organization. We work within the ITIL framework - in a light-touch manner - and work closely with Engineering, SRE, Quality, and a number of other internal and external partners.

We need you to bring your experience and expertise to inspire your team to become no less than industry leading.

As part of a growing Live Services team you will lead a team responsible for delivering:

• A 24x7 service desk function, staffed by Support Specialists who handle incident management, service requests, and several other functions such as access and supplier management.
• A Problem Management function, integrated with EAX delivery teams.
• A Technical Operations function of 5 Technical Operations engineers.
• High quality reporting for consumption at all levels of the organization.

You will be someone with a great attitude who can interface with a wide variety of internal customers. This is a central role which will touch a lot of our teams and partners – superb communication and relationship-building skills are key.

One of our core principles is that we care deeply about data-driven decision-making. To do that well, we need somebody with a strong live service sensibility to work alongside our product managers, technical teams, and QA teams to push a true live service culture and collect data to help us understand how successful we are as an organization. We require this role to use a variety of skills with the goal of creating an improved player experience, using whatever tools necessary.

Opportunities you will contribute to:

Ultimately, the goal of this role is not just to safeguard our live services, but to improve them for our players across performance, reliability, security, etc.

• Shifting an entire organization to a Live Service culture and mindset.
• How do we improve live service visibility in a way that cuts through the noise and engages stakeholders in the mediums they expect?
• Monitoring and identifying live service issues and then communicating and coordinating to stakeholders to minimize impact, while always thinking about our gamers first.
• Bringing the agile mindset into the world of incident and problem management.
• Working with partner organizations to align our processes and communications strategies.
• Building, coaching and mentoring a team to be effective at responding to unplanned events while being a capable delivery organization for team and organizational improvements.

You are:

• Educated and experienced: you've earned a degree in Computer Science, Information Systems or Engineering; otherwise, you have equivalent experience. You've racked up at least five years of leadership experience in software development, live services, or data centre operations. You have familiarity with ITIL and scrum and their appropriateness and pitfalls.
• A communicator: your excellent verbal and written communications skills apply across audiences; you know how to collect information and communicate it in a clear and succinct manner that gets to the point and rallies team members to action. Your empathy and mentoring helps to build high performing teams
• A strategic leader: your strategic planning and focus on results ensures you are a person who can balance and prioritize short-term solutions without losing sight of the long-term vision. You know how to build alignment amongst many teams and ensure the best outcomes for the business.
• Culturally astute: you're comfortable forging alliances across organizational and geographical barriers to shore up support for player-first initiatives; you never stop learning about high performance and agile culture
• Self-starting: you see ambiguity as an opportunity; your built-in compass helps steer your team true even when conditions are foggy. You have a willingness and openness to learn new skills and ramp up quickly. You are an adaptable, analytical thinker who is proactive, and takes the initiative to solve problems.
• Entrepreneurial: you either have entrepreneurial experience or an entrepreneurial spirit, which means you're willing to take risks; you care about challenge and potential, not titles or the size of your team
• Data-informed: you identify and mitigate risks, construct roadmaps and schedules, and automate status reports; you befriend performance metrics and measurement techniques because they help you assess how well live services are running
• Morale builder: incident and problem management can feel like the world is on the shoulders of the team; you know how to keep spirits high and build team morale to find success in goals that we own and deliver.

What We’d Love to see (but isn’t required)

• A solid understanding of engineering principles in automation, SRE/DevOps and the technical intricacies of monitoring and alerting on Live Services with millions of users.
• Relevant experience with tools such as ServiceNow, JIRA, powerBI, pagerduty.
• Experience managing financial reporting at a technical level (hosting costs, managing technical operations budgets), vendor negotiation.

We believe that you will combine proven leadership skills with experience running web scale live service operations in a fast-paced and dynamic delivery environment. You will demonstrate a strong customer focus, passion for resolving issues, strong conflict resolution skills, effective communication skills across all levels of an organization; and the proven ability to motivate and inspire a team.