IT Service Delivery Lead - Team Coaching & Ops

ASSA ABLOY; United States; Remote; USD 73,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Annual leave

Career development

Inclusive culture

Global organization

Job summary

HID Global is seeking an Associate Manager of IT Service Delivery in Cardiff, UK to lead a team of IT service professionals, ensuring timely incident, request, and problem resolution across diverse tech stacks. You will enforce ITIL-based policies and drive continuous improvement with executive support and cross-functional collaboration.

You will mentor staff, manage workload, and collaborate with global IT Service Delivery teams while maintaining high customer service standards and reliable

Qualifications

• Strong knowledge of client IT tech incl. hardware/software, networks, email, OS, and IT compliance.
• Familiar with ITIL best practices and processes.
• Excellent communication across all business levels.
• Ability to manage multiple high-priority initiatives in a fast-paced environment.
• Experience leading a project or technical implementation.

Responsibilities

• Assigns and monitors IT Service Delivery technician duties and ticket management.
• Provides admin and development support for Service Delivery tools and systems.
• Trains and mentors staff and conducts performance reviews.
• Develops training materials for IT Service Delivery and end users.
• Oversees day-to-day IT service delivery across locations and groups.
• Serves as escalation point for complex technical issues and drives improvements.

Skills

IT service delivery

Team leadership

ITIL knowledge

Communication skills

Problem solving

Time management

Education

Bachelor's degree in IT

5 years related experience

Tools

ServiceNow

Job description

HID Global is seeking an Associate Manager of IT Service Delivery in Cardiff, UK to lead a team of IT service professionals, ensuring timely incident, request, and problem resolution across diverse tech stacks. You will enforce ITIL-based policies and drive continuous improvement with executive support and cross-functional collaboration.

You will mentor staff, manage workload, and collaborate with global IT Service Delivery teams while maintaining high customer service standards and reliable