The Service Delivery Manager (SDM) plays an important role with the IT demand intake process and the coordination of task assignments within EAIT. The SDM will ensure customer demand is prioritized and resourced. The Service Delivery Manager (SDM) will also manage variety of projects. Examples range from general customer service requests to IT infrastructure engineering projects related to cloud, enterprise networking, compute, database and storage. You will report to the Senior Service Delivery Manager and you will be a member of the Core IT Team responsible for EAIT's Cloud Product Management, Program Management and IT Service Delivery.
Responsibilities
Integrate the new service delivery function within cloud, network and infrastructure engineering teams specific to demand management, workload planning, resource allocation and service request fulfillment.
Gather customer requirements and perform the initial assessment during the customer demand intake process.
Partner with the product manager and team’s resource manager to prioritize customer service requests to ensure understanding within a product pillar’s roadmap.
Configure team Jira boards, develop service metrics and create dashboards to aid with data driven decision making.
Conduct process improvement analysis, identify trends and recommend solutions to enhance the service delivery function and customer experience.
Partner with game teams, studios, Site IT, program and product teams to set realistic delivery expectations.
Draft end user communications to advise on changes, product enhancements and service disruptions.
Qualifications
3 years managing IT infrastructure projects.
3 years working knowledge using Waterfall, Agile and Kanban methodologies.
3 years building and maintaining Jira boards.
3 years automating workflows with Jira and creating Slack bots.
3 years using project management tools such as Jira, MS Project, Monday, or Smartsheet.
3 years creating performance metrics and developing reporting dashboards in Jira, Grafana or other reporting tools.
Soft skills
Analytical and process automation skills.
Customer-centric mindset.
Other qualifications
Project Management Professional (PMP/CAPM)
ITIL Foundation (v3/v4)
Certified Scrum Master
About Electronic Arts
Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.
We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.
Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.
