Director, Client Support

Job Description

Sony Pictures Imageworks is located on the unceded traditional territory of the Musqueam, Squamish, and Tsleil-Waututh First Nations. We are committed to respecting traditional lands, and working with communities towards reconciliation

Benefits per company policy: include healthcare, tuition reimbursement, RRSPs, Sick and Vacation leave, standard increases as applicable

Sony Pictures Imageworks is seeking a Director of Client Support!

The Director of Client Support leads all aspects of all day-to-day activities of the service desk and support teams. The support team is responsible for first and second-level support of 1,000+ users in a dynamic, high-performance production environment. This includes monitoring chat, phone, and email ticket channels, prioritizing tickets, monitoring calls, taking technical and supervisory critical issues, performing ticket QA and mentoring Service desk & Support engineer agents across multiple locations.

Responsibilities:

Primary areas of responsibility will include:
• Lead all aspects of the systems support & service desk teams across multiple studio locations
• Coordinates ITIL based service support for multiple sites
• Manage service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
• Monitor alerts and manage Critical Incidents from a Service Management perspective and not technical
• Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational efficiency
• Focus on process gaps and implement process improvements
• Suggest, share and implement ITIL standard processes within the department and studio
• Communicate to wide-ranging internal studio and external facing groups
• Regularly present service reporting metrics and dashboards to the business leadership
• Allocates work and mentors groups and individuals

Preferred Skills:
• Strong verbal and written communication skills
• Solid ability to build and document processes
• Leadership skills that enable high-level service relative to delivery processes and associated projects
• Proficiencies in conflict resolution, customer service, facilitation, and executive presentation
• Owns one or more service delivery processes with a deep understanding of the primary subject area and a broad understanding of related ITIL subject areas
• Leads continuous improvement activities in support of client or internal business processes

Preferred Requirements:
• 10+ years of meaningful experience or equivalent combination of education and work experience
• 5+ years of knowledge and experience with any ITSM based solution similar to ServiceNow, Ivanti, FreshService or Jira Service Manager.
• A solid understanding of ITIL processes and principles and ITIL certification is desirable

We value unique perspectives, and want diverse, unique talent to work with us. We encourage candidates from all identities to apply.

Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, national origin, disability, age, sexual orientation, gender identity, or other protected characteristics.

Jobcode: Reference SBJ-gwzo12-3-141-41-187-42 in your application.