Vendor Project Manager
Vendor Project Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Under the guidance and direction of the Vendor Operations Service Manager the Vendor Project Manager Player Services will facilitate and maintain relationships and oversight between our organization and our vendor/partners. You will be the communication and operational link between Ubisoft and our globally located Vendor partnerships. This role will be based in our Customer Relationship Centre in Cary NC or Newcastle-upon-Tyne however your scope will extend to managing our partner relationships across the globe.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The core duties and responsibilities include but are not limited to the following:
- Service Governance & Vendor Management: Ensure comprehensive understanding of the services supported by Vendor Operations. Conduct assessments performance evaluations and business reviews to verify compliance with contractual obligations and aligned service performance metrics.
- Service Optimisation & Continuous Improvement: Provide solution-driven guidance to vendor leadership teams to enhance operational effectiveness aligning with ITIL principles of Continual Improvement of each service.
- Knowledge Management & Process Standardisation: Act as a subject matter expert (SME) for Ubisoft games internal tools and processes ensuring that knowledge is effectively captured maintained and shared across vendor teams.
- Strategic Vendor Relationship Management: Foster and maintain strong partnerships with Business Process Outsourcing (BPO) providers ensuring alignment with ITIL best practices for Supplier Management and Relationship Management.
- Service Communication & Collaboration: Establish and maintain structured communication flows to ensure vendor partners receive timely accurate and relevant service updates promoting transparency and alignment with business objectives.
- Incident & Problem Management: Identify and drive process improvement opportunities both internally within CRC and externally with vendor partners focusing on proactive problem management and service stability.
- Operational Excellence & Workforce Planning: Collaborate cross-functionally to implement best practices in process optimization agent training and feedback loops that align with ITILs Service Operation guidelines.
- Capacity & Demand Management: Coordinate ramp-up/down and recruitment efforts in partnership with the Workforce Management Team to ensure optimal resource allocation and adherence to demand forecasts.
- Service Performance & Quality Assurance: Provide ongoing oversight of vendor performance ensuring quality Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met per contractual obligations.
- Service Review & Reporting: Lead operational reviews (weekly monthly and quarterly) and provide daily feedback aligning with ITILs Service Reporting framework to ensure transparency and accountability.
- Strategic Service Delivery & Continuous Alignment: Work closely with the Vendor Operations Manager Director of Player Services and other stakeholders to define and refine operational strategies focused on service improvement efficiency and goal alignment with vendor partners.
COMPETENCIES:
To perform the job successfully an individual should demonstrate the following competencies:
- Proficiency in Data Analytics Reporting and Data Storytelling using Tableau Excel and other platforms.
- Strong communication skills with experience using collaboration tools such as Microsoft Loop Confluence and Jira.
- Knowledge of best practices for Knowledge Management and the ability to drive innovation through feedback loops within a Customer Support environment.
- Demonstrating a self-motivated mindset to Continuously Improve processes and solutions.
Qualifications :
To be successful in this role the candidate must demonstrate acumen and experience in project management have excellent verbal and written English skills have prior experience in Customer Service and experience working with multi-cultural teams. You must be able to take a hands-on approach while maintaining self-sufficiency when working independently. Excellent communication collaboration and organizational skills with attention to detail while providing innovative thinking and continuous process improvement will define your success in this role. The candidate must be passionate about our games and supporting our players. This role will require occasional travel to our other CRCs as well as the various locations for our vendor partners based around the globe.
Additional Information :
In line with Ubisofts hybrid work model our flexible work policy includes a minimum of three days per week in our Newcastle office with the option to work from home up to two days.
Benefits
With Ubisoft CRC you will receive a competitive salary along with:
- Personal performance bonus
- Private Health Insurance (including eye care and dental)
- Life Assurance
- Long Term Disability Insurance
- Pension
- Significant discount on the worlds best video games
- Access to Ubisofts back catalogue on PC
Perks:
- We work in the heart of Newcastle city centre right on top of Haymarket metro station in a lively international and creative space.
- A kitchen stocked with cereals fruits unlimited filtered water teas coffee
- Regular professional and social events
- Flexible working hours
- A casual dress code
- Fun we like to work hard but have a laugh too!
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 players community.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
