Senior Manager, End User Services

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, End User Services based in Canada.

This is a high-impact leadership role responsible for shaping the global digital workplace experience for thousands of team members across a fully remote, distributed organization. You will lead the strategy and operations of End User Services, ensuring employees have seamless, reliable access to the SaaS tools and systems that power their daily work. Acting as a key connector between IT, People Operations, Security, and Engineering, you will help eliminate friction across the employee lifecycle—from onboarding to daily collaboration and offboarding. The role emphasizes scalability through automation, AI, and well-designed self-service systems rather than traditional headcount-driven support models. You will oversee a globally distributed support function operating across multiple time zones in an async-first environment. Your leadership will directly influence productivity, employee satisfaction, and the overall effectiveness of internal technology services at scale.

Accountabilities

You will define and lead the global End User Services strategy, ensuring high-quality, scalable, and efficient support experiences across all regions. This includes owning operational performance, driving continuous improvement, and partnering across the organization to optimize the employee technology ecosystem.

• Lead and develop a globally distributed End User Services team responsible for delivering 24/5 support across multiple time zones
• Own end-to-end EUS operations including incident, request, problem, and change management with strong SLA, CSAT, MTTR, and MTTA targets
• Drive the strategy for employee SaaS tools such as Google Workspace, Slack, Okta, Zoom, and other core collaboration platforms
• Build scalable support models using automation, AI, self-service, and scripting to reduce manual effort and improve resolution speed
• Oversee onboarding and offboarding technology experiences in partnership with People Operations to ensure seamless employee transitions
• Manage SaaS licensing, IT asset lifecycle, vendor relationships, and cost optimization in collaboration with Finance and Procurement
• Act as escalation point for complex issues across Security, IT Engineering, and Workplace teams
• Define and monitor KPIs, using data-driven insights to continuously improve service delivery and employee experience
  
  

Requirements

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You bring deep experience leading global IT support or End User Services organizations in high-scale, cloud-first environments. You are both operationally strong and strategically minded, with a track record of improving employee experience through systems, automation, and leadership.

• 8-12+ years of experience in IT, End User Services, or IT Support leadership roles in SaaS or cloud-based organizations
• Proven experience managing globally distributed teams and delivering support across multiple time zones
• Strong expertise in ITSM platforms such as ServiceNow, Jira Service Management, or similar tools
• Hands-on experience administering modern SaaS ecosystems (Google Workspace, Slack, Okta, Zoom, etc.)
• Strong understanding of ITIL-based service delivery, incident management, and operational excellence frameworks
• Demonstrated success in driving automation, AI adoption, and self-service improvements in support environments
• Experience managing SaaS procurement, licensing, vendor negotiations, and IT asset lifecycle
• Strong communication skills with the ability to influence cross-functional stakeholders in an async, remote environment
• Analytical mindset with the ability to translate operational data into actionable improvements
  
  

Benefits

• Competitive compensation aligned with senior leadership responsibilities

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• Comprehensive health, dental, and vision coverage
• Flexible remote-first work environment across Canada
• Generous paid time off and flexible vacation policy
• Strong emphasis on work-life balance in an async, distributed culture
• Equity compensation and long-term incentive opportunities (where applicable)
• Professional development and learning support programs
• Employee wellness and mental health resources.
  
  

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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