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About the Role
As a member of the IT End User Services team, you will be responsible for IT services in Japan and the Asia region (Singapore, South Korea, Taiwan, Hong Kong, China). You will work closely with global IT teams in the US and UK to provide high-quality IT support across regions, improve service quality, and promote operational improvements.
Responsibilities
- Manage and operate the IT support desk, set goals, and manage the PDCA cycle.
- Create reports on IT support operations, implement improvements, and provide regular reports to management.
- Plan and manage the kitting of Windows/Mac PCs.
- Plan and manage asset management and inventory of various PC equipment.
- Liaise with global IT support teams (US/UK).
- Lead new global IT program implementation projects.
- Collaborate regularly with IT support teams in overseas locations (US, UK, etc.) to establish a global 24-hour follow-the-sun system.
- Manage the IT support team, including external vendors (20-30 people), budget, work hours, and operations.
Requirements
- 5+ years of practical experience in business design, implementation, operation management, and continuous improvement of IT service management.
- Experience managing the operations of an IT service desk or end-user support organization.
- Experience in vendor management and service quality management.
- Experience in promoting IT projects.
- Bachelor's degree or equivalent qualification/experience.
- Native level Japanese language proficiency.
- English proficiency allowing smooth communication via email and online meetings with members in overseas locations (US, UK, Singapore, Taiwan, South Korea, Hong Kong, China, etc.). A TOEIC score of around 730 is a guideline, but practical English communication experience is prioritized.
- Experience as a systems engineer is a plus.
- IT-related certifications such as ITIL, PMP, CMMI, IPA IT Service Manager, Certified ScrumMaster, Fundamental Information Technology Engineer Examination, Applied Information Technology Engineer Examination, CompTIA A+, MCSA, ACMT, MTA are a plus.
- Proactive in improving and continuously improving IT service quality.
- Able to communicate smoothly with various stakeholders and build trusting relationships.
- Able to collaborate in a global environment while respecting different cultures and work styles.
- Able to identify issues independently and drive improvements by involving others.
- Possess a user perspective and be passionate about providing IT services that support the PlayStation business.
Skills
- IT Service Management
- IT Support Desk Operations
- Vendor Management
- Service Quality Management
- IT Project Management
- Windows PC Kitting
- Mac PC Kitting
- Asset Management
- Inventory Management
- Global IT Collaboration
- English Communication
- Japanese Communication
Location
- Japan
- Asia (Singapore, South Korea, Taiwan, Hong Kong, China)
Work Type
- Full-time
Experience Level
- 5+ years in IT Service Management
- Management experience
Education Level
- Bachelor's degree or equivalent
About the Company
- PlayStation is a global leader in entertainment, producing the PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, and acclaimed PlayStation software titles from PlayStation Studios.
- PlayStation strives to create an inclusive environment that empowers employees and embraces diversity.
- The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.
Equal Opportunity
- 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.