Director IT ISM Services, Service Desk and Support

The Standard IT Infrastructure And Security Management Director

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

The Director of IT Infrastructure and Security Management will serve as a service owner for multiple domains within the Infrastructure and Security Management organization, focusing on End User Services.

A seamless and secure global employee experience is essential to The Standard's success. This role is dedicated to shaping the strategy and execution of end-to-end employee technology services, ensuring that employees and contractors worldwide are empowered with reliable tools, intuitive services, and strong support. By driving both vision and delivery, the position strengthens productivity, engagement, innovation, and customer satisfaction across the enterprise.

The Director will lead and mentor IT managers and professionals, ensuring robust, secure, and scalable systems while delivering exceptional end user services that enhance productivity and engagement. This position drives innovation, optimizes performance, and safeguards digital assets against evolving threats, while ensuring compliance with industry standards and regulations.

Principal Duties & Responsibilities :

Team Leadership (35%) Lead, mentor, and develop high-performing End User Services teams. Foster a culture of innovation, continuous improvement, and customer-centricity by setting clear goals, providing regular feedback, and supporting team members' professional growth.

Strategic Planning (15%) Develop and oversee the execution of strategic plans and roadmaps for IT services. Ensure these plans align with IT service disciplines and the organization's overall goals. Collaborate with senior leadership and key stakeholders to support the organization's objectives and drive technological innovation and transformation.

Service Ownership (10%) Act as the primary owner accountable for end-to-end IT service delivery across the employee lifecycle, with a strong focus on elevating the global employee experience. This includes expert-level leadership of End User Services such as Service Desk, Deskside Support, Secure Endpoint Operations, IT Onboarding, Secure Access Management, and Secure Application Packaging, in close partnership with Identity & Access Management engineering teams. The role requires expertise in designing, executing, and continuously refining services that seamlessly align with business objectives, ensure secure and compliant digital identity management, and deliver a frictionless, world-class employee experience that is differentiator in the market.

Customer Engagement (10%) Actively interact with internal customers to understand their needs and experiences, gather feedback through surveys and direct communication, and analyze this feedback to identify and prioritize key areas for improvement and development.

Systems Engineering (5%) Provide leadership in the development, design, and optimization of technical infrastructure and security systems platforms in alignment with service disciplines.

Operational Excellence (5%) Establish and uphold best practices for IT infrastructure and end user operations, ensuring optimal system availability, security, and performance. Oversee implementation of ITIL methodologies including incident, request, and problem management.

Project Delivery (5%) Oversee planning, execution, and successful completion of IT projects related to infrastructure, security, and end user services. Ensure projects are delivered on time, within scope, and within budget.

Vendor and Partner Management (5%) Oversee and cultivate relationships with key vendors and service providers to ensure the highest standards of service delivery. Collaborate with supplier management to ensure effective contract governance and performance.

Risk Management (5%) Identify and mitigate risks associated with IT infrastructure, security, and end user services, ensuring compliance with relevant regulations and standards.

Budget Management (5%) Develop and oversee budgets for End User Services. Ensure cost-effective use of resources by monitoring expenditures and implementing financial controls.

Skills and Background You'll Need :

10 years of relevant experience in IT Infrastructure and Operations or Information Security management with 5 years in a leadership capacity managing enterprise-scale teams and systems in a global, multi-site and highly regulated environments

Extensive knowledge of IT architecture, engineering, and delivery processes, with strong familiarity with cloud services, cybersecurity, and modern IT infrastructure.

Deep understanding of IT service management frameworks (e.g., ITIL), including incident, request, and problem management and expertise in ITSM platforms (e.g., ServiceNow)

Proven ability to manage and deliver End User Services such as Service Desk, Deskside Support, IT Onboarding and Access Management.

Demonstrated ability to lead teams in service delivery and provisioning, driving continuous improvement and alignment with organizational goals.

Excellent communication and interpersonal skills, with the ability to convey technology risk and platform management concepts to both technical and non-technical stakeholders.

Strong collaboration skills to work effectively with cross-functional teams and vendors, influencing at all levels of the organization.

Ability to identify service risks and implement proactive solutions to mitigate end user, cost, or resource impact.

Experience in developing service roadmaps, managing budgets, and evaluating service relationships for governance and performance.

Education : High School Diploma (required)

Preferred - Associate degree in information technology, Computer Science, or a related field

Preferred professional licensure or certification : Leadership certifications, ITIL certification, MCSE, CCNA, Microsoft Azure AZ Fundamentals (AZ-900) or related certifications

Key Behaviors of a Successful Candidate :

Improvement Mindset : Continually seeks new ways to apply digital and non-digital solutions to drive innovation, efficiency, effectiveness and transformation to create business / customer value.

Adaptability : Recognizes and is open to changing circumstances and alters behavior as necessary.

Driving Success : Takes action, initiates activity, pursues ambitious goals with persistence and shows resilience in the face of obstacles and setbacks.

Why Join The Standard?

We have built an enduring legacy of stability, 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.

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 : $143,750.00 - $273,250.00

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