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Infrastructure Account Manager
Sony Pictures
New York, NY, United States
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GIS-AM Infrastructure Account Manager
The Global Information Systems – Americas (GIS-AM) Infrastructure Account Management role requires a combination of strong infrastructure technology background, business acumen and leadership level relationship management skills in order to facilitate discussions related to project planning and execution between GIS-AM and Sony operating company IT and business executives to which GIS-AM provides IT infrastructure services.
The GIS-AM -Infrastructure Account Management role is primarily focused on ensuring that Sony operating company IT infrastructure needs are satisfied by the GIS-AM infrastructure shared services team. To that end, the role is focused on understanding operating company needs and expectations and helping each company navigate the GIS-AM organization to ensure that technical requirements and demand are well understood and satisfied in the form of IT infrastructure solutions. In particular, the person in this role will be responsible for connecting operating company executives and their IT support team with GIS-AM infrastructure design functions to develop IT infrastructure solutions with design, cost and timeline proposals. The person in this role will also be responsible for communicating infrastructure strategies, platform roadmaps, and new service offerings to Sony operating company executives.
The GIS-AM -Infrastructure Account Management role serves as a key contact for issue management (and a point of escalation) for Sony operating company customers in relation to infrastructure shared services performance. The Account Management role is responsible for communicating key service performance metrics and service improvement action plans related to IT Infrastructure. Conversely, the GIS-AM -Infrastructure Account Management role obtains “voice-of-the-customer” feedback from operating company executives and shares with GIS-AM leadership for the purpose of service alignment and improvement.
The person in the GIS-AM Infrastructure Account Management role must be well versed in project management disciplines, including stakeholder communications with regard to project objectives, status, issues and risks.
Responsibilities include:
• Understand new IT infrastructure demand needs from Sony operating company customers, connects Sony operating company customers with IT infrastructure design functions to develop solutions with cost and timeline proposals
• Build relationship as a trusted business partner with key Sony operating company business and IT executives
• Serve as key escalation contact for Sony operating company customers related to infrastructure shared services delivery groups if repeated IT infrastructure support process gaps arise
• Communicate key service level metrics, service improvement action plans, future infrastructure strategy, high level infrastructure project status from assigned project managers, and new infrastructure service offerings with Sony operating company IT contacts
• Initiating and facilitating open communications with Sony operating company IT contacts for future strategy planning to align future Infrastructure shared service offerings
• Collect voice-of-customer feedback from Sony operating company IT contacts and share with GIS-AM leadership and infrastructure shared service tower leads
• Organizing cost estimates for requested minor infrastructure upgrades and decommissions, communicate estimates with Sony operating company IT contacts for approval and green lighting
• Communication of GIS-AM expense allocation schedules with Sony operating company financial control contacts
• Understanding and explaining overall infrastructure expense recharge methodology, especially during annual budget cycle
Key outputs include:
• Future infrastructure strategy needs and demand requests from internal Sony operating company IT groups
• Voice-of-the-customer feedback from Sony operating company business and IT executives related to infrastructure service level performance and ongoing support challenges
• GIS-AM Infrastructure roadmap communications with Sony operating company IT groups
• Cost estimates for requested minor infrastructure upgrade and decommission requests
Requirements:
• BS or BA preferred
• 5+ years managing delivery of IT infrastructure services spanning data center, network, collaboration and end user support functions using both internal and 3rd party providers
• 3+ years’ experience in a customer relationship management role, managing executive leadership level business relationships, VIP collaboration and support
• 3+ years’ experience in budget, expense allocation and expense recovery methods and practices
• Experience in working within a shared services model
• Able to operate effectively in a high matrix management organization
• Expertise with ITIL support processes, where support model includes both internal and 3rd party support teams
• Strong interpersonal, communication and business skills. Able to communicate at all levels including senior regional and global management, both in IT and the Business, inside and outside the organization
• Strong ability to manage executive leadership level business relationships
• Solid understanding of the day-to-day execution of an infrastructure service provider operations
• Knowledge of enterprise IT Strategy, ITIL, IT Best Practice and Change Delivery
• Proven history of IT service delivery management in an Infrastructure service provider environment
*Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.
• Sony Pictures - NY - New York City