Associate Manager- IT Service Delivery

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

Location:

Cardiff, UKJob  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:  and  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…