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Sony Manager End User Productivity United States, New York, New York 640620753
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, located in New York, NY, is the U.S. headquarters of Sony Group Corporation, based in Tokyo, Japan. Sony's principal U.S. businesses include Sony Electronics Inc., Sony Interactive Entertainment LLC, Sony Music Entertainment, Sony Music Publishing and Sony Pictures Entertainment Inc. With some 900 million Sony devices in hands and homes worldwide today, a vast array of Sony movies, television shows and music, and the PlayStation Network, Sony creates and delivers more entertainment experiences to more people than anyone else on earth. To learn more:.
End UserSupport &as they design,and execute, Adobe, and Unifiedproducts and projectsthe support for these cloud workforce applications.This role will report directlyDirector, End User Support & Productivityin a hybrid model with 3 days on-site in our NYC office. The candidate will need to be proficient in IT programhave experience with a matrixed, managed IT environment. This rolein future.
will work together with vendors and operational partners to ensure that service availability isand any issues are resolvedin a timely manner. They will be working closely with key groups across the organization such as Regional InfoSec.
Project Managementfor this role, being able to work independently throughout multiple organizations to support theand strategies.They must work closely withregional market unit leaders and managementin other regions to ensure that there isproduct deliveryto customers and colleagues.This individual will alsobe responsible forin the followingL2/L3 Tier Support,.They willbe responsible forand user access to Adobe products in the AM Region.The Manager will also havewho s/he willbe responsible formanaging.This role will be expected to interact with senior executives in the operating companies to provide technology/project updates, resolve business issues and act as the point of escalation for EUP issues.
and transformation of Microsoft IT services within the region and key contributor to the transformation of service delivery within GISC IC.the end user inmind andwill constantly look forand implementprocess improvements.
Strategy & Demand Management
ouare responsible forhelpingdrivethe vision,strategyand roadmap for theMicrosoft365 productsin coordination withSony’s GlobalM365goals.As well as local Cloud workforce applications.
Align EUSPproducts with the overall IT enterprise architecture vision and goals within the region
Identify users,create,andmaintainuser stories, and develop and prioritize functional requirements for new or revised features or enhancements. Managing this demand in the demand management tool.
Work as part of the global product owner team for Microsoft365 on all phases of product life-cycle management - from evaluating the preview to rolling it out to the users worldwide.
Discover and support each of the regions’ needs while driving global consistency in tools, processesand measurements
Provide input on key decisions on priorities and designand work to ensure that all stakeholders are aligned
Develop a thorough understanding of the Microsoft365 suite of applications and their capabilities and stay abreast of product evolution
Identify appropriate regional/Op-Costakeholders to be engaged atappropriate timeregardingproductroll-outs, enhancements, changes, upgrades, projects, etc.Whenrequired, involve vendors inproduct roll outs and workshops
Understand both the engineering and business side of Microsoft365 and take responsibility forrepresentingthe end-user’s needs, as well as managing the L2 & L3 tier support teams.While working closely with the GSD L1 team for first touch support.
Responsible for the roll-out, adoption and long-termsuccess oftheMicrosoftproductsin regions.
Serve as product spokesperson at meetings and eventsinvolving internal company stakeholders
Communicate and track the business value of the EUP Tool setto the stakeholders, using metrics and dashboard reporting
Manage bi-weekly EUP demand planning meeting with keystakeholders andensure proper understanding of demand and prioritization is completed.
Manage bi-weekly EUP project and product meeting updates with key stakeholders to ensure visibility
Help to define EUP needs and priorities, and perform business analysis to help drive cost and productivity efficiencies by leveragingtechnology solutions(i.e.Automation, Clean-up Initiatives)
Help to identifyopportunities for process improvementusingautomationbyleveraginganalytics from large datasets and content to drive efficiencies and pinpoint operational issues.Familiar with Power Platform (PowerApps, Power Automate,PowerBI).
Monitor the impact of improvements in business processes to measure and report on operational efficiency and employee impact
Capability Delivery
Support adoption of enterprise tools throughout all SONY operating companies in region
Help drive product’s change management activities working with the SONY Microsoft365 Governance Committee and regional/op co leads, along with local InfoSec, Privacy, Legal teams.
Establish a monthly regional governance committee to review proposed products/projects, in-flight initiatives, and any blockers/approvals which are necessary for a determined group of stakeholders across the region (i.e.InfoSec, Privacy, Legal, BRMs).
As needed for initiatives within this scope, lead Daily Scrums, Sprint Planning Meetings, Sprint Reviews and Retrospectives, and oversee project activities throughout all phases of SDLC
Ensure adequate job aids and training coursesandproducing end user training materials and marketing communicationsregardingproduct
Gather, analyze and, when appropriate, contribute or start to design the reengineering of business processes
Help to manage project vendors to ensuretimelydeliverables within budget and scope
Creating and/or assistingstakeholders with development of actionable project plans. Closely tracking project status, issues and risks and support stakeholders in addressing obstacles via coordination activities within GISC, 3rdparty vendors (whereappropriate), and other stakeholder groups.Assistwith documentation of projectobjectivesand requirements, as well as the documentation of processes, system diagrams, and data flows.
Develop and sustain Executive summaries, including product and project status, milestones, issues, and risks.
Responsible for upward level reporting and analytics.
Develop a deep understanding of the current EUP and GISC landscape andmaintaindetailed inventories of existing EUP assets (meeting room devices, teams voice,telecom, mobilityetc.)
Demonstrate a desire to learnand continue to developprocessionaltalents and skills that will enhance the relationships with our operating companies.
Maintain an awareness of corporate IT standards, technology trends, and evolving regulatory requirements, and how they apply to business processes and the overall portfolio. Influence stakeholders in addressing them in an efficient way.
Understand and follow proper escalation management, SLA Compliance, 24/7 hand off, and overall EUP incident management & response, working with key groups across GISC for Major Incident Management and issues which arise.
Support & Operations
Subject Matter Expert (SME)regardingthe solutions and products offered through the Microsoft 365 platform.
Participate as a key member of the backlog refinement process for multiple products or an entire product category program
Communicate and maintainthe product vision with the other regional stakeholders involved in the process
Managing the grooming process for a product release
Obtain eDiscovery,Legal and Information Security requirements
Ensure the product and its configuration settings meet SONY GISS/GISP requirements
Provide guidance on user adoption, change management recommendations for rollout
Lead teams in gathering final approvals on product release, especially when regional sign-off isrequired.
Help to manage end users Adobe licenses, including partnering with our counterparts in Japan
Engage the appropriate Adobesupport teams at theappropriate timesfor end users
Manage, maintain, and evangelize monthly EUSP Training Services Program
Responsible for end user communication and product managementsupport/troubleshooting/liaisingwith internal and external teams shouldtherebe outages or issues
Help manage theUnified Communications/Voiceservicesas it pertains to Teams meeting rooms backend support,Voice/Telecommuser support, and Mobility services.
Ability to work in and across multiple time zones as neededto supportSony’sglobalcustomer base
Support the definition, deliveryand analysis of key metrics/KPIs for monthly reporting and presentations as well as monitor to spotlight trends for management awareness
Organizational Core Competencies
d Partner – consistentlydemonstratesethics & integrity,shows respect to all colleagues regardless of position, fulfills commitments, values diversity inthoughand background, builds trust and productive relationships across GISC and Operating Companies.
Effective Communicator – Articulates views in a concise and clear manner, comfortable adjusting style in accordancetoaudience, excellent written and presentation skills,leveragesdata and insights to influence others.
Strategic Thinker – recognizes the factors critical to the organization’s long-term success, understands how his/her workimpactsthe bottom line, sees the big picture &is able toconnect the dots, applies analytics to business data to describe, predict and improve business performance.
Problem Solver – Asks the right questions to analyze situations, able to carefully define the problem, does not rush to conclusions. Simplifies and makes sense of complex, high quantity, and sometimes contradictory information. Uncovers root causes to difficult problems.
Change Agent –Flexible and open to change, learns quickly when facing new situations, is curious and takes on the challenge of unfamiliar tasks,optimizeswork processes, respectfully challenges ways of working with a view to improve processes.
People Manager –Genuinely open to giving and receiving feedback,models desired behavior amongst team, motivates team through encouragement, buildsa strong teamculture,have open communication between direct reports, manage task load and priorities to ensure individual’s success, provide training and learning opportunities for growth,align company and organization’s vision with individuals.Recruit,mentorand inspire an extraordinary team and build and lead acapacityplan.
and ethical conduct are material requirements for the responsibilities outlined above
Your qualifications and experience should include:
communication(written & verbal), organization, and critical thinking skills
Knowledge and demonstratedexpertisewith the management and support of Microsoft Office,Office365,Active DirectoryDomains,and common productivity applications
Knowledge on Adobe license management (Sign,Acrobat, Stock,and Creative Cloud)
Experience in the design, planningand deployment ofMicrosoft65tools such asAI tools (Copilot),AAD, Exchange, OneDrive,AzureIP,InTune, MS Teams, SharePoint Online, Power Platform tools (PowerBI, Power Automate, Power Apps), Forms, TeamsVoiceand UnifiedCommunications.
Experience managing large scale projects and project budgets
Bachelor’s degreerequired, preferablyin computer science,information technology, or product management
Interpersonal skills and the ability to simplify technical language
A working knowledge of supporting systems such as Active Directory, ADFS, MFA and PKI systems beneficial.
Excellent financial and analytical skills. Confidence to communicate and present clearly to Senior Management, customers, and stakeholders.
ITIL Service Management Prince / PMP / PMI certification in Project Management beneficial
At least 5-6 years of management of resources, project & budget experience
At least 4-5 years of M365 experience
At least 1-2 year of Adobe experience
Significant experience in a Service Delivery Management role within a global organization
Proven track record over many years within an IT environment covering a variety of disciplines
Experience leading and delivering complex IT projects or programs of change.
Proven ability in Service & Client Management, Vendor Management, Relationship Management, People Management, Process Improvements, Project Management and Stakeholder Management
In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity, and Inclusion. We are committed to creating an inclusive employee experience for you to thrive as part of Sony’s purpose to “fill the world with emotion through the power of creativity and technology.
generally regularemployees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their family’s physical, emotional, and financial well-being.
What we offer you:
Comprehensive medical, prescription drug, dental, and vision coveragewith coverage for spouses/domestic partners and child dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)
Employee assistanceplanand comprehensive behavioral health benefits
Fertility benefits, including surrogacy,and adoptionassistanceprograms
Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children
Voluntary benefits such as group legal, identity theft protection, accident, and hospital indemnity insurance
Short-term & long-term disability plans
Paid parental and caregiver leave
401(k) Plan with pre-tax, Roth, and after-tax options andcompany matchwith immediate vesting
Education assistanceand student loan programs
Other Programs:
Flexible Work Arrangements, including remote and hybrid work schedules
Time off to include vacation, paid holidays, sick leave, Summer Fridays (early release),and a winter break between Christmas and New Year’s Day (based on business needs)
Referral bonuses (subject to eligibility)
Matching gift program
A wide variety of employee business resource groups (EBRGs)
Special discounts on Sony products, offered exclusively to Sony employees
Employee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions)
Annual incentive bonus
Sony is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any otherbasis protected by applicable federal, state, or local law, ordinance, or regulation.
Sony Corporation of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at or by mail to: Sony Corporation of America, Human Resources Department, 25 Madison Avenue, New York, NY 10010. Please indicate the position you are applying for.
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