Manager End User Services

The Standard; Portland (OR); On-site; USD 98,000 - 186,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Bonus plan

Paid time off

Parental leave

Volunteer hours

Job summary

The Standard is seeking a seasoned Manager, End User Services to lead a global team delivering Service Desk, Onsite Support and Access Management. You will set standards, govern delivery partners, manage escalations and VIP support, and partner with IT and business leaders to create a positive technology experience.

You will guide service roadmaps, budgets, and operational plans, build strong relationships across teams, and foster a customer-first culture while driving operational excellence.

Qualifications

• Bachelor's degree in Information Technology, Business, Computer Science, or a related field.
• 7+ years in global IT service delivery including service desk, onsite support, access management and IT depot.
• 5+ years establishing and governing vendor performance through SLAs and continuous improvement.
• 3+ years people leadership including coaching and building technical teams.
• Experience creating service strategies, roadmaps, budgets, and operational plans.
• Strong empathic communication and stakeholder relationship skills across business and technology.
• Availability for occasional domestic and international travel.
• ITIL, identity, or security certification 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.
• Build partnerships with business leaders, VIPs, technical teams, and vendors.

Skills

People leadership

Vendor governance

Service strategy

Stakeholder management

ITIL / Identity / Security

Education

Bachelor's degree in IT/Business/CS

Job description

The next part of your journey is right around the corner — with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

Job Summary

Lead delivery of employee facing IT services that keep the workforce productive across a global enterprise including: Service Desk, Onsite Support, and Access Management. This role leads a blended team of employees and strategic supplier resources responsible for reliable IT services. The Manager, End User Services sets service standards, governs operational excellence of delivery partners, manages escalations, VIP support, and builds strong partnerships within IT and the business to design a positive technology experience.

Key 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 And Background You'll Need

Education: Bachelor's degree in Information Technology, Business, Computer Science, or a related field; or an equivalent combination of education and relevant experience.

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.

Key Behaviors of a Successful Candidate

• Developing People: Builds inclusive, high-performing teams through coaching, feedback, and career development.
• Winning Together: Fosters strong partnerships across teams, vendors, and business stakeholders to achieve shared outcomes.
• Driving Success: Takes accountability for service performance, customer experience, and delivering measurable business value.
• Strategic Visioning: Translates business and technology priorities into long-term service roadmaps and operational improvements.
• Adaptability: Sees possibilities in changing circumstances, accepts and understands change, and adjusts quickly to changing priorities while maintaining focus on business objectives.

Why Join The Standard?

We have built an enduring legacy, financial strength and exceptional customer service through the contributions of the service-oriented people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard you can expect:

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions
• An annual incentive bonus plan
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure
• A supportive, responsive management approach and opportunities for career growth and advancement
• Paid parental leave and adoption/surrogacy assistance
• An employee giving program that double matches your donations to eligible nonprofits and schools

In addition to the competitive salary range below, our employee-focused benefits support work-life balance. Learn more about working at The Standard.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on a variety of factors including individual and organizational performance.

The actual compensation for this role will be based on a combination of education and experience, knowledge and skills, position budget, internal equity, and market data.

Salary Range:

$97,750.00 - $186,000.00

Positions will be posted for at least 5 days from original posting date.

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Mortgage Investors, LLC, StanCorp Investment Advisers, Inc., and American Heritage Life Insurance Company and American Heritage Service Company, marketed as The Standard, are affirmative action / equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability or veteran status or any other condition protected by federal, state or local law. Except where precluded by state or federal law, The Standard will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. The Standard offers a drug- and alcohol-free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while The Standard's property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation and employment, education and licensing verification as a condition of employment. After any conditional offer of employment is made, the background check will include an individualized assessment based on the applicant’s specific record and the duties and requirements of the specific job. Applicants will be provided an opportunity to explain and correct background information. All employees of The Standard must be bondable.