Senior Director, IT Support

Sony Interactive Entertainment
paid time off, 401(k)
United States, California, San Mateo
Mar 19, 2025
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 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 Corporation. This strategic leadership position is focused on evolving IT operations and end-user support capabilities for one of the world's most iconic brands. You'll play a pivotal role in shaping the future of IT support-driving transformation through global ITSM practices, AI-powered automation, and intuitive, data-driven self-service solutions. You will guide a globally distributed team to deliver scalable, flexible support experiences that align with rapidly changing business needs. A key focus will be deploying AI/ML tools to increase proactive and predictive capabilities, while optimizing support for engineering functions. You'll also lead the modernization of hybrid workforce services-such as Walk-Up Desks and AV/VC technologies-to ensure a seamless support experience from anywhere. In addition, you will own ITSM tooling, Service Transition, Knowledge Management, and both Hardware and Software Asset Management. Key Responsibilities Inspire and empower a high-performing, diverse, and globally distributed team Deliver on a strategic vision that challenges the status quo and drives measurable results Build and evolve an efficient operational structure with a strong focus on succession and team growth Own and drive cross-functional initiatives, delivering results with urgency and accountability Champion innovation and process improvement across support functions Promote a culture of diversity, equity, inclusion, and continuous improvement Leverage automation, self-service, and AI/ML insights to optimize efficiency Translate performance metrics into meaningful insights that guide action Contribute to strategic roadmaps, identifying and executing opportunities for improvement Collaborate with stakeholders across the business-such as Information Security, Engineering, Facilities, and broader IT functions-to ensure alignment and shared success HR Collaboration & Enablement This role partners 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 experiences and operational efficiency. Streamlining onboarding, internal mobility, and offboarding processes through integrated HR technology Supporting data governance, system integrations, and user experience enhancements Driving adoption of self-service tools and people analytics Contributing to HR's strategic roadmap by enabling modern, automated, and proactive technology solutions Core Qualifications Proven success in managing third-party IT service vendors in a global enterprise environment Strong budget management and financial ownership capabilities Demonstrated experience delivering enterprise-scale IT support and developing modern ITSM practices Ability to evaluate and implement emerging technologies to drive business value and efficiency Inspiring team leader with a track record of mentoring, empowering, and growing top talent Excellent written and verbal communicator with a confident, engaging presentation style Comfortable operating across geographies and collaborating with culturally diverse teams Preferred Experience Expertise with modern ITSM platforms (ServiceNow preferred) Familiarity with HR technology tools (e.g., Workday or similar platforms) BS or MS in Information Technology, Information Security, or equivalent experience #LI-GM1 *Please refer to ourCandidate Privacy Noticefor more information about how we process your personal information, and your data protection rights.* At SIE, we consider several factors when setting each role's base pay range, including the competitive benchmarking data for the market and geographic location. Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location. In addition, this role is eligible for SIE's top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Clickhere to learn more. The estimated base pay range for this role is listed below. $238,600 — $358,000 USD 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.