Associate Technical Service Manager Full Time

Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.

Role Overview

As an Associate Manager in PSS QA Engineering Services, you will be a key part of our global leadership team, shaping and delivering exciting services that provide real value to our studios, and contribute meaningfully to the future of PlayStation and the gaming industry.

You will lead our talented, multi-cultural, and engaged ALM Support team, owning the strategic service direction and supporting the team as they develop their skills and reach their full potential.

ALM Support acts as the backbone of PlayStation’s development infrastructure, managing the enterprise ALM systems and workflows (like Jira and TestRail) that allow our studios to track progress, manage quality, and ship world-class games.

What You’ll Be Doing

• Leadership of staff in multiple regions as part of the global ALM Support team and wider PlayStation Studios QA Engineering pillar
• Overseeing the technical configuration and health of our global Jira and TestRail instances, ensuring they are optimised to meet the unique needs of our studios
• Responsible for staff recruitment, selection, training, development, and regular performance reviews
• Ongoing coaching and mentoring as required, and recognition of successes
• Ensuring effective and efficient operational service delivery to our studios, using data and service metrics to help the team track our progress, and continually improve the quality of support we provide
• Defining and managing team budgets and resources thoughtfully, using data to ensure a sustainable workload and healthy balance for the team
• Supporting the Engineering leadership team in the creation of plans and strategic approaches to achieve PSS QA and overarching Studio Business Group goals
• Advocating for SIE’s cultural values and fostering an inclusive environment where everyone can do their best work.
• Collaborating with global QA leadership peers to promote knowledge sharing, and cultivate innovation and success within PlayStation Studios QA and its partners

Who You’ll Work With

• PlayStation Studios QA leadership
• Studio heads, production teams, and internal studio QA managers
• Internal and external partner test teams and leads
• Sibling teams within the Global Creative, Technology and Services group

Your Background

• Experience in staff development and leadership of a global team in a managerial role
• A solid understanding of the Software Development Lifecycle and all related processes
• Experience owning a technical service both operationally and strategically
• Comfortable managing budgets and planning resources.
• Solid communication – strong business writing, public speaking and presentation, and listening skills.
• Willingness to advocate and lead via SIE cultural leadership values: Communication, Innovation, Collaboration, Inclusion

Beneficial Experience

• Management of a busy technical Service Desk
• A good understanding of quality assurance techniques, and testing methodologies
• Solid gaming industry appreciation and understanding
• Deep PlayStation and other console platform knowledge
• Cross-cultural/global working experience
• Technical/administrative experience of supporting ALM enterprise tools – Jira, Confluence, TestRail, etc – ideally within a Service Desk environment
• Ability to see a task through to completion, on time and to expected quality

Desirable Qualifications

• Formal management and/or project management qualifications
• ITIL Service Management
• Service Desk Management (SDI/SDA)

We recognise that talent comes in many forms. If you’re excited about this role but don’t tick every single box, we’d still love to hear from you!

Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.

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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.

Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.