IT Service Delivery Manager — Lead Tech Teams (Hybrid)

Traka Group; Cardiff; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary and rewards package

Competitive benefits and annual leave

Career development opportunities

Job summary

HID Global Cardiff is seeking an Associate Manager- IT Service Delivery to lead a team of IT professionals ensuring first and second-line support across a broad set of technologies. You will oversee ticketing, policy adherence, and cross-functional collaboration to maintain service levels for HID users worldwide.

The role requires strong communication, coaching, and organizational skills, with opportunities to influence IT operations and drive performance improvements in a global context.

Qualifications

• Strong knowledge in client IT technology including LAN/WAN/WLAN, email, Windows/MAC/Linux, and IT compliance.
• Familiar with ITIL best practices and related certifications preferred.
• Experience with leading IT service delivery teams and project initiatives.

Responsibilities

• Directs day-to-day IT service delivery operations across locations, ensuring high-quality end-user support.
• Manages a small team of IT professionals, including scheduling, mentoring, and performance reviews.
• Maintains and enforces IT service delivery policies, procedures, and incident/problem management.
• Collaborates with global IT teams to optimize services and drive continuous improvement.
• Provides after-hours support as needed and tracks performance metrics for reporting.

Skills

IT knowledge

Customer service

Communication skills

Leadership

Problem solving

Education

Bachelor’s degree in computer science or related field

Tools

ServiceNow

Job description

HID Global Cardiff is seeking an Associate Manager- IT Service Delivery to lead a team of IT professionals ensuring first and second-line support across a broad set of technologies. You will oversee ticketing, policy adherence, and cross-functional collaboration to maintain service levels for HID users worldwide.

The role requires strong communication, coaching, and organizational skills, with opportunities to influence IT operations and drive performance improvements in a global context.