IT Service Delivery Lead – Cardiff (Hybrid)

Record; Cardiff; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

HID Global is seeking an Associate Manager of IT Service Delivery in Cardiff, UK. You will lead a team of IT service delivery professionals, ensuring high-quality incident and service request handling across diverse technologies.

The role requires ITIL knowledge, strong customer service, and leadership capabilities. You will collaborate with global teams, mentor staff, and contribute to continuous improvement while supporting executive and local offices.

Qualifications

• Strong knowledge of IT technology including networks, operating systems, and IT compliance.
• Working in ITIL-based environments with best practice processes.
• Excellent customer service and communication skills across all levels of business.
• Bachelor’s degree in computer science or related field or equivalent experience.
• ITIL certification is preferred; leading projects or technical implementation experience is a plus.
• Experience with ServiceNow ticketing system is desirable.

Responsibilities

• Assigns, monitors, and manages IT Service Delivery technician duties and ticket workflows.
• Provides administrative, operational, and development support for IT Service Delivery tools and systems.
• Collaborates with IT management and global teams to enforce IT Service Delivery policies and standards.
• Trains, coaches, and mentors Service Delivery personnel; conducts performance reviews.
• Develops IT training materials for the team and end users.
• Builds cross-functional partnerships to enhance customer service experience.

Skills

ITIL best practices

Customer service

Organizational skills

Communication skills

Problem solving

Leadership

Education

Bachelor's degree in computer science or related field

5 years of related experience

Tools

ServiceNow

Job description

HID Global is seeking an Associate Manager of IT Service Delivery in Cardiff, UK. You will lead a team of IT service delivery professionals, ensuring high-quality incident and service request handling across diverse technologies.

The role requires ITIL knowledge, strong customer service, and leadership capabilities. You will collaborate with global teams, mentor staff, and contribute to continuous improvement while supporting executive and local offices.