Global End-User IT Services Leader: Service Desk & Access

SIC Standard Insurance Company - 3000; United States; On-site; USD 98,000 - 186,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan with company matching

Paid holidays and PTO

Job summary

The Standard is seeking a Manager, End User Services to lead delivery of employee-facing IT services across a global enterprise. This role guides a blended team of employees and strategic suppliers to ensure reliable IT services, sets service standards, governs partner performance, and manages escalations to deliver a positive technology experience.

Key responsibilities include leading a service delivery team, governing partner accountability, developing roadmaps and budgets, and building strong

Qualifications

• Bachelor’s degree in Information Technology, Business, Computer Science, or a related field; or an equivalent combination of education and relevant experience.
• 7+ years of progressive experience in global IT service delivery, end user support, or digital workplace services.
• 5+ years establishing and governing vendor performance through service agreements, SLAs, and continuous improvement initiatives.
• 3+ years people leadership experience, including coaching, developing, and managing technical teams.
• Experience creating service strategies, roadmaps, budgets, and operational plans.
• Strong empathic communication and relationship management skills with the ability to influence stakeholders across business and technology teams.
• Availability for occasional domestic and international travel.
• ITIL, identity, or security certification preferred.
• Demonstrated ability operating in a regulated industry supporting IT control frameworks 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 in partnership with internal and external audit.
• Build influential partnerships with business leaders, VIP, technical teams, and vendors.

Skills

Vendor management

Service delivery leadership

Stakeholder management

People leadership

IT governance

Education

Bachelor’s degree in IT or related field

Job description

The Standard is seeking a Manager, End User Services to lead delivery of employee-facing IT services across a global enterprise. This role guides a blended team of employees and strategic suppliers to ensure reliable IT services, sets service standards, governs partner performance, and manages escalations to deliver a positive technology experience.

Key responsibilities include leading a service delivery team, governing partner accountability, developing roadmaps and budgets, and building strong