IT Service Delivery Lead

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

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.