Service Delivery Manager
We are EA!
And we make games – how cool is that? In fact, we entertain millions of people across the globe with the most amazing and immersive interactive software in the industry. But making games is hard work. That’s why we employ the most creative, passionate people in the industry.
About Release & Preservation Management (RPM) & 24x7 Services
A division of IT, RPM is responsible for the internal and external secure distribution of EA’s game content. This is a critical function and service for all EA game developers globally; including such game titles as FIFA, Battlefield and Madden. The 24x7 Services team is RPM’s front line & first response center for service requests, tickets and incidents. A key responsibility includes providing around the clock content delivery services to all EA titles, sites & personnel. We are also the life line between the service, our systems & infrastructure, our customers, and development. Heavily involved in service, process and development improvements focused on quality of service for our customers & partners. It is also our mission and core value to provide an excellent customer experience, so much so, that our emphasis is not on volumes of tickets or fast ticket or request resolution, but instead how happy our customers are with our service and our interactions with them. We call this a ‘Customer First Experience’.
Main Purpose of the Role
The Service Delivery Manager will be a highly skilled global manager with exposure to managing infrastructure, service desk teams, development, cloud based / SaaS infrastructure technologies within an Agile environment. The role provides the opportunity to work in a growing, complex enterprise scale environment, where the team makes valuable and genuine contribution towards EA’s growth, innovation and vision. They will lead our service and support organizations in lock step with our product and development strategy. The Service Delivery Manager will be responsible for maturing & further integrating our RPM’s Dev Ops capabilities into the service model. In addition, core focus areas will be:
Key Duties and Responsibilities