Director, IT Operations Support
Director, IT Operations Support
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Why PlayStation
PlayStation isnt just the Best Place to Play its also the Best Place to Work. Today were recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5 PlayStation4 PlayStationVR PlayStationPlus acclaimed PlayStation software titles from PlayStation Studios and more.
PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation technology and play to explore our open positions and join our growing global team.
The PlayStation brand falls under Sony Interactive Entertainment a wholly-owned subsidiary of Sony Group Corporation.
Role Overview:
This strategic leadership position is driven to evolve IT operations and end-user support capabilities for one of the worlds most iconic brands!
Youll play a key role in shaping the future of IT supportdriving transformation through AI-powered automation predictive and proactive actions and intuitive data-driven self-service solutions. This leadership role directs core support functions including the Global Service Desk Tier 2 support Walk-Up Desks Asset Management AV/VC systems and endpoint support. The Director will drive continuous improvement through structured ITSM practices process refinement and strategic vendor management.
What youll be doing:
- Lead daily IT support operations with an emphasis on end-user experience and service quality.
- Coordinate Tier 2 support walk-up desks and AV/VC support for meetings and events.
- Define and lead IT Service Management (ITSM) functions including incident request change problem and knowledge management.
- Own and lead the ITSM toolset (e.g. ServiceNow) ensuring configuration and workflows align with business needs.
- Develop implement and monitor SLAs and significant metrics to maintain high service standards and accountability.
- Improve support efficiency by introducing automation self-service capabilities and proactive/predictive solutions using AI technologies.
- Responsibility for hardware and software asset management throughout the lifecycle.
- Collaborate with third-party service vendors and ensure service contracts are met or exceeded.
- Drive ongoing improvements through metrics analysis customer feedback and process audits.
- Support IT readiness for live events business continuity scenarios and hybrid workplace enablement.
Leadership & Strategy:
As a member of the Service & Support leadership team youll help lead across different regions with a focus on personal growth talent development and building a high-performing diverse customer-centric environment. You will build strong multi-functional partnerships with other IT leaders business units and support partners. Your responsibilities will involve helping to shape the strategic direction of IT operations and support services.
This role collaborates closely with HR and the People Technology Services team to deliver scalable secure and intuitive technology solutions. Youll play a key role in automating and optimizing HR-related workflowsespecially across the Joiner/Mover/Leaver (JML) lifecycleto enhance employee experience and operational efficiency.
What were looking for:
- Consistent record leading IT operations and service delivery in an enterprise environment.
- Deep expertise with ITSM tools and practices preferably ServiceNow.
- Strong record of vendor and contract management for outsourced IT services.
- Hands-on experience with service performance reporting metrics dashboards and operational reviews.
- Solid grasp of AV/VC technologies support for hybrid work and end-user computing environments.
- Budget ownership and resource planning experience.
- Outstanding interpersonal communication and team leadership skills.
- Experience leading diverse global teams in a matrixed organization.
Qualifications:
- Bachelors or Masters degree in Information Technology Computer Science or related field.
- ITIL certification (v3 or v4).
- Familiarity with HRIS systems (e.g. Workday).
- Experience working in high-growth or multinational companies.
Benefits:
- Discretionary bonus opportunity
- Hybrid Working (within Flexmodes)
- Private Medical Insurance
- Dental Scheme
- 25 days holiday per year
- On Site Gym
- Subsidised Caf
- Free soft drinks
- On site bar
- Access to cycle garage and showers
Equal Opportunity Statement:
Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity gender expression and gender reassignment) race (including colour nationality ethnic or national origin) religion or belief marital or civil partnership status disability age sexual orientation pregnancy maternity or parental status trade union membership or membership in any other legally protected category.
We strive to create an inclusive environment empower employees and embrace diversity. We encourage everyone to respond.
PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.
Required Experience:
Director
Employment Type
Full Time
