Associate Manager – IT Service Delivery

ASSA ABLOY Opening Solutions

. Oversee day-to-day IT service delivery operations for assigned locations or business groups .

Posted 10/27/2026full-timeCardiff • United KingdomMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in IT Service Delivery operations, with expertise in resource scheduling, ticket management, and performance metrics tracking. Proficient in ITIL methodologies and capable of providing technical support across various operating systems while enhancing customer service experiences.

Highest-signal resume keywords

ITIL Best PracticesServiceNow Ticketing SystemResource SchedulingCustomer Service SkillsTechnical Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Computer HardwareSoftwareLAN/WAN/WLAN NetworksWindows Operating SystemMac Operating SystemLinux Operating SystemIT CompliancePerformance Metrics TrackingProblem ResolutionData Analysis

Soft Skills

Excellent Communication SkillsOrganizational SkillsTime Management SkillsCultural SensitivityAbility to Perform Under Stress

Certifications & Qualifications

Bachelor’s Degree in Computer Science

Industry Keywords

IT Service DeliveryTechnical ImplementationCross-Functional PartnershipsContinuous Improvement InitiativesCustomer Service Experience

Tech Stack

Tools & technologies

LinuxServiceNow

About the role

Key responsibilities & impact

Oversee day-to-day IT service delivery operations for assigned locations or business groups
Assign, monitor, and manage IT Service Delivery technician duties, including resource scheduling, ticket management, and inventory management
Lead, coach, mentor, recruit, and participate in performance reviews for Service Delivery personnel
Manage workload distribution, resource scheduling, and ticket workflow for incident, request, and problem resolution
Provide administrative, operational, and development functions for IT Service Delivery tools and management systems
Collaborate with IT management and global IT Service Delivery teams to monitor and enforce service delivery policies, procedures, and standards
Serve as an escalation point for complex technical issues and provide first- and second-tier support
Develop and maintain IT training and instructional materials for the service delivery team and end users
Build cross-functional partnerships to enhance the customer service experience
Track performance metrics, produce service reports, and drive continuous improvement initiatives
Provide limited technical support for executive, engineering, manufacturing, and other business systems for local offices
Collaborate with IT and business units to support the introduction or modification of computing services
Provide mentoring and support to junior staff
Provide occasional after-hours support as needed

Requirements

What you’ll need

Strong knowledge of client IT technology, including computer hardware and software, LAN/WAN/WLAN networks, cellular phones, email, Windows/Mac/Linux operating systems, and IT compliance
Experience working in environments following ITIL best practice methodologies
Excellent customer service skills
Strong organizational and time management skills with attention to detail
Excellent oral and written communication skills, with the ability to communicate with all levels of the business
Ability to apply logical or analytical thinking to define problems, collect data, establish facts, and draw valid conclusions
Ability to manage multiple high-priority initiatives in a fast-paced, dynamic environment
Ability to perform under stress and adapt during emergency situations
Cultural sensitivity among individuals and groups
Bachelor’s degree in computer science or another related technical field or 5 years of related experience
Previous experience leading a project or technical implementation
Experience with ServiceNow ticketing system
Applicants must be currently and legally authorized to reside and work in the United Kingdom
Immigration sponsorship is not available

Benefits

Comp & perks

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
Flexible work environment
Regular feedback, training, and development opportunities