Associate Manager - IT, Service Delivery in Cardiff

The Associate IT Service Delivery Manager ensures high-quality first- and second-tier IT support by leading a team of technicians who resolve a wide range of technical incidents and service requests for 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.

Who are we? 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.

Duties

• 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.

Primary Duties

• 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.
• Promote adherence to organizational policies related to security, quality, compliance, and IT governance.

Essential Qualifications

• 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.

Preferred Qualifications

• 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.

Work Requirements

• Compliance with all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
• Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.
• Must be legally eligible to work in the country in which you are hired.

What we can offer you

• 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.

Why apply

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
• Innovation: You embrace challenges and want to drive change.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives.