Service Manager (Gaming)

Location: Office-based in Newcastle upon Tyne, United Kingdom

Company

hirify.global creates original gaming experiences through globally distributed teams and franchises including Rainbow Six Siege.

What you will do

• Define and maintain the service strategy and roadmap for the Rainbow Six Siege portfolio.
• Build partnerships with game production, business, core services, and Customer Relationship Center teams.
• Facilitate service reviews and business reviews, sharing recommendations on player experience and performance.
• Track service measures, player feedback, and operational data to identify trends, risks, and opportunities.
• Improve processes, policies, documentation, and knowledge resources while maintaining a prioritized improvement roadmap.
• Assess service readiness for new features and releases, and turn recurring issues and incidents into improvements.

Requirements

• Experience in customer support, service management, or product management in gaming, technology, or another customer-focused environment.
• Experience with process, documentation, and knowledge management.
• Ability to handle complex incidents and improve support and player experience measures.
• Ability to use service data and player feedback to understand problems and recommend improvements.
• Clear communication, strong documentation skills, and the ability to collaborate across teams without direct authority.
• Experience with customer support tools and knowledge management systems.

Nice to have

• Interest in Rainbow Six Siege and gaming.

Culture & Benefits

• Permanent, full-time employment.
• Office-based work in Newcastle upon Tyne.
• Cross-functional collaboration across game, business, support, analytics, and operational teams.