Electronic Arts

We are looking for a dynamic and experienced Senior Director of Service Management to lead the transformation of our global technology operations model into a well-developed IT Service Management framework, rooted from best practices and recognized as a Centre of Excellence. You will design and coordinate data-driven decision-making tools to enhance solution delivery for our evolving technology environment. You will lead the integration of automation and AI-driven technologies to improve service management efficiency. Your leadership will empower EA teams to focus on innovation and deliver engaging experiences for our players. You will report to the VP of Employee and Studio Experience.

Primary Responsibilities-

Service Management

• Unified Processes: You will refine global management of incident, problem, change, release, capacity, and service levels.

• Data-Driven and Continuous Improvement: You capture accurate fault data for trend analysis, and promote a culture of continuous improvement using feedback and metrics.

• Platform: You will lead the requirements definition and optimization of the Configuration Management Database (CMDB) and IT Service Management (ITSM) tools used for service delivery operations.

• Governance and Technology Integration: You implement IT governance, unify tools, and integrate technologies for service management efficiency.

• Incident and Change Management: You lead the refinement of our incident management processes, and change management framework for seamless employee experiences.

• Partner Engagement: You align delivery programs with our goals and partner needs.

• Team Development: You manage a diverse team, assisting staff with career growth, and enhancing skills through training programs.

Service Desk & Service Delivery

• Service Desk Team: Oversee operations of the service desk, ensuring the team provides timely resolution of issues and adherence to service level agreements.

• Service Delivery Team: You will lead the design and rollout of a Service Delivery team that supports a global IT organization, ensuring understanding of partner requirements.

• Performance Reporting: You will provide regular updates on service availability and core performance metrics to relevant departments.

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Qualifications -

• Experience: 10+ years of experience in IT service management, with at least 5 years in a game industry leadership role.

• Technical Skills: In-depth understanding of ITIL principles, experience with leading service management tools (e.g. ServiceNow), and data analytics platforms (e.g., Power BI) for insights.

• Leadership & Culture Development: Experience leading a diverse team across multiple geographies, encouraging a culture of continuous learning, innovation, and collaboration to improve service delivery.

• Teamwork: Expertise in guiding teams, nurturing talent growth, and navigating large organizations.

  
  

If you are passionate about driving technology excellence and shaping the future of IT service management in a dynamic and creative environment, we’d love to hear from you!