Job Application for Director, IT Operations Support at PlayStation Global

New

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 Group Corporation.

Role Overview:

This strategic leadership position is driven to evolve IT operations and end-user support capabilities for one of the world’s most iconic brands!

You’ll play a key role in shaping the future of IT support—driving 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 you'll 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, you'll 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. You'll play a key role in automating and optimizing HR-related workflows—especially across the Joiner/Mover/Leaver (JML) lifecycle—to enhance employee experience and operational efficiency.

What we're 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:

Bachelor’s or Master’s 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 Café
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.

First Name

Last Name

Phone

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

What are your salary expectations?

What is your current notice period?

Select...

Depending upon where you are currently living, it may be necessary for you to relocate if you are appointed to this role. In order that we can ensure that we promptly provide any appropriate relocation support, please confirm the location at which you currently reside.

Select...

If other, please provide.

Have you previously worked for Sony?

Select...

How did you hear about this job?

Select...

If Employee Referral, please provide the name of the employee who referred you.

Do you wish to be considered for other roles?

Select...

Do you hold the right to work in the UK?

Select...

If Other, please provide additional information regarding your right to work in the UK.

Would you like to stay connected with us?

Select...

Question: Stay Connected for Future Opportunities?

Thank you so much for considering a role with us! Should this position not be the perfect fit right now, we would be excited about the chance to explore future opportunities with you. By selecting "Yes," you’ll allow us to keep your details on file for the next 24 months. This means we can reach out to you about other exciting roles that may fit your skills and interests as they come up. We’re eager to stay connected!

We take your privacy seriously and will ensure your information is securely stored and used only for recruitment purposes, as outlined in our (Candidate Privacy Notice). Please take a moment to review it for more details.

UK Diversity & Inclusion - Voluntary Equal Opportunity Monitoring

Sony Interactive Entertainment Europe Limited (‘SIEE’) is committed to ensuring that all job applicants and members of staff are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. Collecting diversity data is intended to help SIEE maintain equal opportunities best practice and identify barriers to workforce equality and diversity. Please read this notification and consent before you decide whether to submit your diversity data in the survey below.

SIEE will treat all survey responses in the strictest confidence, and our personnel with decision-making role in the recruitment process can only see aggregated reports on the results of the survey and cannot allocate these aggregated reports to individual applicants. There is no obligation on you to provide diversity data, SIEE will treat all applicants the same regardless of whether they provide diversity data or not, and any responses to the survey will not affect our decision on your application.

You can withdraw your consent at any time. The withdrawal of your consent does not affect the lawfulness of the processing of your diversity data based on your consent before its withdrawal.

Please tick this box to confirm that you explicitly consent to providing the diversity data below, including the below sensitive information on your racial or ethnic origin, your sexual orientation and your gender identity, and to SIEE using this data as

Select...

How would you describe your gender identity?

Select...

How would you describe your nationality and/or ethnicity?

Select...

Do you identify as transgender?

Select...

How would you describe your sexual orientation?

Select...

Director, IT Operations Support

Role Overview:

What you'll be doing:

Leadership & Strategy:

What we're looking for:

Qualifications:

Benefits:

Apply for this job

UK Diversity & Inclusion - Voluntary Equal Opportunity Monitoring