EUS Manager

Overview

Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we’ve been committed to improving peoples’ lives and making the world a better place–one customer, one business, one innovative leap at a time. Come join our journey!

We are seeking a Manager, End User Computing Service Delivery to oversee the delivery, governance, and performance of end user computing services. This role is responsible for ensuring high standards of user support through effective service governance, strong managed service provider oversight, and continuous improvement initiatives. The Manager will drive service quality, compliance, and operational excellence through proactive issue management, performance monitoring, and process optimization.

This position partners closely with IT leadership, business stakeholders, and external service providers to deliver reliable, efficient, and secure end user technology services aligned with business needs. The ideal candidate leads by example, fosters collaboration across teams and vendors, and applies ITSM industry best practices to deliver consistent, high‑quality, user‑centric solutions across the enterprise.

• Coordinate and guide the planning and execution of end user computing service delivery initiatives, ensuring technical standards and timelines are met.
• Manages the relationship with the managed service provider, including performance monitoring, contract compliance, escalation management, and fostering a collaborative partnership. Ensures provider delivers services to agreed standards and resolves issues promptly.
• Identifies, analyzes, and resolves complex end user service issues, acting as the primary escalation point for both internal teams and the managed service provider. Facilitates root cause analysis and implements corrective actions.
• Engage with business units, IT leadership, and external partners to understand requirements, communicate service updates, and foster effective collaboration. Builds strong relationships and ensures transparency in service delivery.
• Drives initiatives to enhance end user services through process improvements, technology adoption, and feedback analysis. Promotes a culture of innovation and learning within the team and with service providers.
• Prepares and presents regular reports on service performance, compliance, and improvement initiatives to senior management. Ensures adherence to organizational policies, regulatory requirements, and audit standards.
• Ensure compliance with security and regulatory standards, including ISO
  27001, by embedding best practices into technical workflows.
• Stay current with emerging technologies and methodologies, promoting continuous learning and development within the team.

• Position reports to PEXNA IT End User Service Delivery Management and with no direct reports.

What You'll Bring:

• 4-Year Degree in Information Technology, Computer Science, or related curriculum; required.
• Minimum 5+ years of experience in end user services, IT service delivery, or related area, with at least 3 years in a leadership or managerial role.

• This role is accountable for establishing and maintaining clear governance structures, managing service provider relationships, and ensuring the delivery of reliable, compliant, and efficient end user computing services. It requires a proactive and strategic approach to service management, with full ownership of continuous improvement and operational excellence.
• The position calls for a self‑driven professional who can operate independently with minimal supervision and take end‑to‑end accountability for EUC services across their lifecycle.
• Responsibilities span planning, execution, and ongoing optimization of EUC services, with a strong focus on reliability, security, and overall user experience.

• This position serves as the primary escalation point for complex service issues, working closely with the managed service provider and internal teams to resolve…