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IT Support Manager
1 year ago
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.
Role: Manager, IT
Global End User Core Services
Digital, Technology & Information Services
reporting to Director IT Service & Support
Role Overview:
The responsibilities of this role include ownership of initial engagement with IT Support in Europe and the implementation of a global Service Management capability, working in partnership with IT managers in other regions.
The aim of the role is to increase customer satisfaction and improve the user experience through:
- implementation of core ITSM principles
- creation of Operational & Experience Level Agreements
- active queue management with Tier 2 & 3 teams
- business relationship management / service reviews
- development of a follow-the-sun support model
- active management of outsourced third-party vendor providing Tier 1 support to the global userbase
In parallel, the IT Manager will grow and develop a team of 4-5 focused on the local delivery of global support. The team is responsible for 'First Touch' end user support beyond the outsourced Global IT Service Desk, including but not limited to the onsite Walk-up Desk in the London office, IT on/offboarding, hardware asset management and Service Transition.
The IT Manager role has responsibility for implementing, maintaining, and developing process alignment, working standards and knowledge management in collaboration with global counterparts, Information Security and regional IT peers, to drive and promote global objectives within Europe. Solid collaboration with other SIE IT Managers across multiple regions (AM, JP, APAC) will ensure a single streamlined global support function is achieved.
What you’ll be doing:
This is an exciting and varied role as part of an evolving global team, developing single processes accommodating regional nuance, and with responsibility for:
- influencing and supporting the implementation of Service Management principles
- merging global processes including identification of automation and AI opportunities
- building relationships with local business functions and global counterparts
Local responsibilities include:
- Principle point of escalation for the wider SIE business within Europe
- Service Readiness and seamless project-to-support transition
- Onsite meeting room support
- Seamless on/off-boarding for joiners & leavers
- In-person and remote IT inductions
- Cross-regional (AM, JP, EU, APAC) and inter-company movement
- Timely account closure and asset retrieval
- shared out-of-hours responsibility for SIEE impacting major incidents and escalations
- SIEE ServiceNow ownership
- Hardware Asset Management and stock control, including mobile device management
- Review of 1st line support provided to the European region
- Representation of SIE Europe on the Global working group for the IT portal
- Integration with the Global IT Service Desk and Global IT Operations Centre for
Event and Incident Management
- Maintenance and management of knowledge repositories
What we’re looking for:
If you love getting to grips with the detail of a complex global organisation and developing a trusted team as the face of IT, this role could be for you!
- Proven ITSM and people management experience in equal parts
- Dynamic approach to competing business priorities
- Strong ServiceNow platform experience, including reporting and dashboards
- Ability to lead, galvanise and develop a strong & supportive team
EXPERIENCE
Technical
- Proven 1st/2nd line support experience within an enterprise environment
- Good working knowledge of Windows 10 and MacOS
- Proficient with Microsoft Office 365
- Awareness of Unified Endpoint Management/MDM Solutions (Ivanti/Jamf Pro/Intune)
- Knowledge of basic networking concepts (IP/DHCP, switches, routers etc.)
- Understanding of Group Policy and its function within an Enterprise environment
Non-Technical
- Sound understanding and proven delivery of ITSM capabilities in a corporate environment
- Strong people management experience and proven ability to lead a team
- Exceptional customer service and support focus
- Sound understanding of ITIL best practices and SAFe/Agile methodologies
- Proven commitment to trend analysis, troubleshooting and diagnostics
- Ability to foster and maintain cooperation and communication across business functions
- Understanding of Project Management, PMO functions and Service Transition
Desirable Qualifications
- Microsoft certification such as Win10 MCP MCITP, MCTS or equivalent
- Apple certifications for MacOS such as ACSP ACTC or equivalent
- ITIL Service Management Foundation
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 or maternity, 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.
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