Director, Information Technology

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, 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 Corporation.

At SIE, the IT Service & Support function is critical to enabling smooth business operations, productivity, and customer satisfaction.  This is a hands-on leadership role with a unique set of challenges and huge opportunities to develop and mature the operation as it continues to globalize. 

As a leader in the IT S&S space, you are responsible for championing a vision that aligns with, and further enables SIE’s growth.  Your principal areas of responsibility include: 

• development of a strategic approach to IT engagement across the Americas and Europe 
• implementation of a global ITSM capability, coordinating IT managers across regions  
• driving continuous evolution of IT support capabilities, based on data-driven improvement plans 

This highly collaborative leadership role includes working with a globally distributed team to understand the requirements of our internal customers and deliver flexible solutions to support changing business needs. You have the opportunity to develop: 

• Direction and management of Tier 1 support provisioned by a Global IT Service Desk 
• Service level agreements (SLAs) and key performance indicators (KPIs) to assess performance against established benchmarks 
• Business ownership of the ITSM toolset, aligning development to strategic direction  
• Service Transition and Knowledge Management 
• Hardware and software asset management 
• On/offboarding, IT inductions, Walk-Up Desk and meeting room support 
• Shared responsibility for event support and AV/VC management 

Success in this role requires close partnership with senior managers of Tier 2 IT Support, leaders across the wider IT organisation and key business functions such as Information Security & Facilities Management. 

You will bring extensive technical expertise coupled with a strong customer focus, excellent data analysis skills and a proven team-building track record.  We are looking for a leader with a focus on operational excellence, and passion that is contagious. 

 Description: 

• Attracts and empowers highly engaged, passionate, diverse, driven talent, leading and inspiring our globally distributed Service & Support function 
• Experienced operational leader that drives excellence and continuous improvement within their team and across the organization 

• Develops strong operational team structure and actively promotes succession planning 
• Actively assumes ownership of new initiatives and showcases steadfast outcomes 
• Prepares and presents comprehensive and meaningful reports on Service & Support metrics for senior leadership 
• Energetically, passionately, and successfully works across organizational boundaries, collaborating to deliver best in class support services 
• Creates an environment for teams to innovate, self-improve and implement with urgency and accuracy  
• Strong advocate for workplace diversity, equity, and inclusion  
• Demonstrates leadership and expertise by identifying and optimizing automated self-service capabilities to drive efficiencies  
• Maintains an evergreen view of our future state, leading and delivering results against strategic initiatives.  
• Participates in roadmap discussions, identifies key areas for improvement in the support space and incorporates these goals into ongoing & future development initiatives 

 Essentials: 

• Extensive recent experience managing a 3rd party vendor delivering IT services into an Enterprise environment 
• Strong budget management skills 
• Proven success in delivering successful IT support at an enterprise scale and developing game-changing IT Service Management capabilities 
• Experience in researching new and emerging technologies to realize potential value, business fit, operations, and cost efficiencies  
• Drive and passion for technology leadership with the ability to excite, mentor, develop and empower team members 
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