IT Service Delivery Manager - Leadership & Growth

HID; Cardiff; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Career development opportunities

Inclusive culture

Global organization

Job summary

HID powers trusted identities and provides IT services globally. The Associate Manager- IT Service Delivery will lead a team of IT technicians delivering first and second line support across diverse technologies, ensuring timely incident resolution and quality service for HID users.

You will oversee ticket workflows, metrics, and continuous improvement initiatives, while mentoring staff and coordinating with global IT teams to enforce standards and policies.

Qualifications

• Strong knowledge of client IT technology including hardware, software, networks, email and OS security.
• Experience following ITIL best practices.
• Excellent customer service and communication skills.
• Ability to manage multiple high-priority initiatives in a fast-paced setting.
• Experience leading a project or technical implementation.

Responsibilities

• 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.
• Trains, coaches, mentors, recruits, and participates in performance reviews for Service Delivery personnel.
• Develops and maintains IT training materials for the team and end users.
• Builds cross-functional partnerships to improve customer service experience.
• Ensures metrics and status reports are up-to-date and meet department needs.
• Provides limited technical support for executive staff and other systems as needed.
• Oversee day-to-day IT service delivery operations and ensure high-quality user support.
• Lead and develop a high-performance IT Service Delivery team.

Skills

Team leadership

Incident management

ITIL knowledge

Networking

Windows/Mac/Linux

Education

Bachelors degree in computer science or related field

Tools

ServiceNow

Job description

HID powers trusted identities and provides IT services globally. The Associate Manager- IT Service Delivery will lead a team of IT technicians delivering first and second line support across diverse technologies, ensuring timely incident resolution and quality service for HID users.

You will oversee ticket workflows, metrics, and continuous improvement initiatives, while mentoring staff and coordinating with global IT teams to enforce standards and policies.