Director, IT Operations Support United Kingdom, London

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 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 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.

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 :

Qualifications :

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.

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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.

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