Associate Manager- IT Service Delivery

An Amazing Career Opportunity for a Associate Manager- IT Service Delivery!!

Location: Cardiff, UK

Job ID: 52250

The Associate IT Service Delivery Manager is key to ensuring an outstanding level of first and second tier IT service delivery by supervising a team of technicians to resolve incidents and service requests that are technical in nature and encompass a broad variety of technologies, including, but not limited to networking, Windows/ MAC/ Linux operating systems, backup, email, account administration, computer hardware and end user software, smartphone technologies, and IT compliance for a defined group of HID Global users. 

In addition, the role will be an escalation point to provide first and second tier support for the efficient resolution of IT end user related incidents, service requests, and problems for HID customers. This role receives assignments in the form of objectives with defined goals and processes.

This role guides and provides oversight to a team of IT service delivery professionals, ensuring objectives are met in accordance with established company policies.

The Associate Manager is responsible for administering policies that directly affect subordinate employees, with management reviewing work to measure achievement of objectives. This position is ideal for individuals seeking to develop their leadership skills while contributing to the success of the IT service delivery function.

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

As our Associate Manager- IT Service Delivery   , you’ll support HID’s success by

• Assigns, monitors, and manages IT Service Delivery technician duties, including resource scheduling, ticket management, and inventory management.
• Provides administrative, operational, and development functions for IT Service Delivery tools and management systems.
• Collaborates with IT management and global IT Service Delivery team members to, monitor, and enforce IT Service Delivery policies, procedures, and standards relating to incident, service request, and problem management processes.
• Trains, coaches, mentors, recruits, and participates in performance reviews for the Service Delivery personnel in their department.
• Develops and maintains IT training and instructional material for the IT Service Delivery team and for the end user community.
• Builds cross functional partnerships with other business groups to enhance overall customer service experience.
• Ensures that statistics and status reports are completed and modified to meet the changing needs of the department and to provide measurable goals.
• Provides limited technical support for Executive support, engineering, manufacturing, and other business systems for local offices.
• Exercises judgment within defined procedures and policies to determine appropriate actions for the team or individual team members.
• Provides mentoring and support to more junior staff.
• Responsible for the management of a small team of IT professionals
• Collaborates with other IT and business units to support the introduction or modification of computing services.
• Acts as an advisor to the unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.
• Provides occasional after-hours support as may be needed.
• Oversee day‑to‑day IT service delivery operations, ensuring consistent, high‑quality support for end users across assigned locations or business groups.
• Lead, coach, and develop a team of IT Service Delivery technicians, fostering a high‑performance culture with strong customer‑service focus.
• Manage workload distribution, resource scheduling, and ticket workflow to maintain efficient incident, request, and problem resolution.
• Serve as an escalation point for complex technical issues, providing guidance and hands‑on support when necessary.
• Track performance metrics, produce service reporting, and drive continuous improvement initiatives to enhance service quality and operational efficiency.

Education/ or Experience

• Strong knowledge in client IT technology to include, but not limited to, computer hardware and software, LAN/WAN/WLAN networks, cellular phones, email, Windows/MAC/Linux operating systems, and IT compliance.
• Working in environments following ITIL best practice methodologies.
• Excellent customer service skills.
• Demonstrates strong organizational and time management skills with attention to detail.
• Demonstrates excellent communication (oral and written) skills with the ability to communicate with all levels of the business.
• Apply principles of logical or analytical thinking to define problems, collect data, establish facts, and draw valid conclusions.
• Demonstrates an ability to manage multiple high priority initiatives in a fast paced, dynamic environment.
• Able to perform under stress and deal with people acting under stress and adapt when confronted with an emergency situation.
• Demonstrate cultural sensitivity among individuals and groups.
• Bachelor’s degree in computer science or other related technical field or 5 years of related experience.
• ITIL certification, as well as any other related technical certification, are preferred.
• Previous experience with leading a project or technical implementation.
• Experience with Service Now ticketing system.

What we can offer you:

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds.

Why apply? 

Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.

Innovation: You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes. 

Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we consider all qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. 

HID may use AI-assisted technology to support our Talent Acquisition team in reviewing applications by identifying job-related qualifications, skills, and experience. AI is used as a support tool only and does not make hiring decisions. All applications are reviewed by a member of our Talent Acquisition team before any selection decision is made. 

If you require assistance or accommodation during the application process or have questions about HID's use of AI in the recruitment process, please contact accommodations-ext@hidglobal.com. 

Immigration Sponsorship Not Available

• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
• HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the hiring country will not be considered.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal