Global End-User Services Leader

StanCorp Financial Group, Inc; Oregon; Hybrid; USD 98,000 - 186,000; Full time

Benefits offered by this job

Medical benefits

Performance bonus

Paid time off

Career growth

Parental leave

Charitable matching

Job summary

The Standard is seeking a Manager, End User Services to lead delivery of employee-facing IT services across a global enterprise, including service desk, onsite support, and access management. You will oversee a blended team of employees and strategic suppliers, setting service standards and governing delivery excellence.

You will build partnerships with IT and business leaders, govern vendor performance through SLAs, and develop roadmaps and budgets.

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 including: service desk, onsite support, access management, and IT depot.
• 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

People leadership

Vendor governance

Service strategy

Stakeholder management

IT service delivery

Education

Bachelor's degree in IT/Business/CS

Tools

ITIL

Job description

The Standard is seeking a Manager, End User Services to lead delivery of employee-facing IT services across a global enterprise, including service desk, onsite support, and access management. You will oversee a blended team of employees and strategic suppliers, setting service standards and governing delivery excellence.

You will build partnerships with IT and business leaders, govern vendor performance through SLAs, and develop roadmaps and budgets.