Associate Manager IT, Service Delivery

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

Location: Cardiff UK

Job ID: 45335

The Associate IT Service Delivery Manager ensures highquality first and secondtier IT support by leading a team of technicians who resolve a wide range of technical incidents and service requests for 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 worlds 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 4500 worldwide us out here: Duties

• 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.

Primary Duties

• Oversee daytoday IT service delivery operations ensuring consistent highquality support for end users across assigned locations or business groups.
• Lead coach and develop a team of IT Service Delivery technicians fostering a highperformance culture with strong customerservice 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 handson support when necessary.
• Track performance metrics produce service reporting and drive continuous improvement initiatives to enhance service quality and operational efficiency.
• Promote adherence to organizational policies related to security quality compliance and IT governance.

Essential Qualifications

• 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.
• Bachelors degree in computer science or other related technical field or 5 years of related experience.

Preferred Qualifications

• 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.

Work Requirements

• Compliance with all relevant HID Global policies and procedures related to Quality Security Safety Business Continuity and Environmental systems.
• Travel and fieldwork including international travel may be required. Therefore employee must possess or be able to acquire a valid passport.
• Must be legally eligible to work in the country in which you are hired.

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:Youll work as part of a global team in a flexible workenvironment learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents skills and experiences. You dont need to check all the you have most of the skills and experience we want you to apply.
• Innovation:You embrace challenges and want to drive change. We are open to ideas including flexible work arrangements job sharing or part-time job seekers.
• 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 welcome applications from individuals of all backgrounds experiences and perspectives. We evaluate applicants without regard to race color religion gender 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. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions please

Please be aware that our recruitment process may include the use of AI-powered tools to assist in screening applicant resumes. These tools help us efficiently identify candidates whose qualifications and skills align with the job description. We use AI in a responsible manner and in accordance with applicable data privacy laws and regulations. Importantly all applicants are reviewed by our Talent Acquisition team. AI is used to support not replace human judgment in the evaluation process.

HID is certified as a Great Place to Work in the UK reflecting employee feedback on trust collaboration and workplace culture.

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 youll also be part of the ASSA ABLOY Group the global leader in access solutions. Youll have 63000 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 its important to us to have diverse inclusive teams and we value different perspectives and experiences.

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