Associate Manager- IT Service Delivery

ASSA ABLOY Group; United States; Remote; USD 93,000 - 146,000; Full time

Job summary

HID Global is seeking an Associate IT Service Delivery Manager to lead a team of technicians delivering first and second tier IT services across multiple locations. You will supervise incident resolution, service requests, and problem management while enforcing ITIL-aligned policies and driving continuous improvement.

The role requires strong leadership, cross-functional collaboration, and the ability to mentor staff.

Qualifications

• Bachelor's degree in computer science or related field, or 5 years of experience.
• ITIL certification preferred.
• Experience leading a project or technical implementation.
• Experience with ServiceNow ticketing system.
• Strong communication and customer service skills.
• Ability to manage multiple high-priority initiatives in a fast-paced environment.

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 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 customer-service 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 hands-on support when necessary.
• Track performance metrics, produce service reporting, and drive continuous improvement initiatives to enhance service quality and operational efficiency.

Skills

IT hardware

LAN/WAN/WLAN

Email systems

Windows/Mac/Linux

IT compliance

ITIL knowledge

Customer service

Communication skills

Time management

Leadership

Education

Bachelor's degree in CS or related field

5 years related experience

Tools

ServiceNow

Job description

The 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., 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 customer-service 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 hands-on support when necessary.
• Track performance metrics, produce service reporting, and drive continuous improvement initiatives to enhance service quality and operational efficiency.

Innovation: You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.

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 consider all qualified applicants without regard to race, color, religion, sex, 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. HID may use AI-assisted technology to support our Talent Acquisition team in reviewing applications by identifying job-related qualifications, skills, and experience. AI is used as a support tool only and does not make hiring decisions. All applications are reviewed by a member of our Talent Acquisition team before any selection decision is made.

• 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.
• Bachelor's degree in computer science or other related technical field or 5 years of related experience.
• 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.

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: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

Applicants for this position must be currently and legally authorized to reside and work in the hiring country.

HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.

International relocation or remote work arrangements outside of the hiring country will not be considered.

#LI-HIDGlobal Cardiff, Wales, GB, CF15 7AB IT, Telecom & Internet Travel Required: 0%-10% Mid-senior level 25-Dec-2026

• 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.