End User Services Manager — Global IT Service Delivery Lead

The Standard; United States; Remote; USD 98,000 - 186,000; Full time

Benefits offered by this job

Health benefits

Annual incentive bonus

Generous PTO & holidays

Career growth opportunities

Parental leave & surrogacy support

Employee giving program matches

Job summary

The Standard in the United States seeks a Manager, End User Services to lead employee-facing IT services across a global enterprise, including service desk, onsite support, and access management. You will guide a blended team of staff and strategic suppliers to deliver reliable IT services and maintain high standards of operational excellence.

You will set service standards, govern partner performance, manage escalations and VIP support, and build strong partnerships with IT and business leaders

Qualifications

• Bachelor's degree in Information Technology, Business, Computer Science, or related field, or equivalent experience.
• 7+ years in global IT service delivery, end-user support, or digital workplace services.
• 5+ years governing vendor performance through SLAs and continuous improvement.
• 3+ years people leadership; coaching and development of technical teams.
• Experience creating service strategies, roadmaps, budgets, and operational plans.
• Strong communication and stakeholder relationship skills; travel may be required.
• ITIL, identity, or security certifications preferred; regulated industry experience preferred.

Responsibilities

• Lead and develop an internal team of service delivery professionals.
• Govern delivery partner accountability, performance, and service transformation.
• Develop customer-centric service roadmaps, forecasts, and lifecycle planning.
• Oversee daily operations across service portfolio, escalation resolution, and root cause analysis.
• Ensure access control compliance with internal and external audit partners.
• Build influential partnerships with business leaders, VIPs, technical teams, and vendors.

Skills

People leadership

Vendor management

Customer relationship management

Strategic planning

Communication

Travel willingness

Education

Bachelor's degree in Information Technology, Business, Computer Science, or related field

Job description

The Standard in the United States seeks a Manager, End User Services to lead employee-facing IT services across a global enterprise, including service desk, onsite support, and access management. You will guide a blended team of staff and strategic suppliers to deliver reliable IT services and maintain high standards of operational excellence.

You will set service standards, govern partner performance, manage escalations and VIP support, and build strong partnerships with IT and business leaders