Director, IT Operations Support

PlayStation Network; London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

PlayStation Network seeks a Director of IT Operations to lead IT support transformation for one of the world's most recognized brands. This role involves enhancing IT services through automation, managing a global service desk, and collaborating with multiple teams to optimize end-user experiences and operational efficiency.

Benefits

Discretionary bonus opportunity

Hybrid Working

Private Medical Insurance

25 days holiday per year

On Site Gym

Free soft drinks

Access to cycle garage and showers

Qualifications

• Experience leading IT operations and service delivery in an enterprise environment.
• Strong record of managing outsourced IT services.
• Hands-on experience with service performance reporting and operational reviews.

Responsibilities

• Lead daily IT support operations with focus on end-user experience.
• Define and lead IT Service Management (ITSM) functions.
• Collaborate with third-party service vendors.

Skills

Vendor Management

Service Delivery

Interpersonal Communication

Education

Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field

ITIL certification (v3 or v4)

Tools

ServiceNow

Job description

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:

• 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.
• Discretionary bonus opportunity
• Hybrid Working (within Flexmodes)
• Private Medical Insurance
• 25 days holiday per year
• On Site Gym
• Free soft drinks
• 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.

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