IT Service Delivery Manager

IT Service Delivery Manager (ServiceNow)

Sungrow North America is a leading provider of renewable energy solutions, specializing in the development and manufacturing of photovoltaic inverters and energy storage systems. The company offers a comprehensive range of products and services designed to optimize the performance and efficiency of solar power installations. Sungrow North America aims to provide sustainable and reliable energy solutions to meet the growing demand for clean power and is known for its commitment to innovation, high-quality standards, and exceptional customer service.

The IT Service Delivery Manager (ITSM/ITIL ServiceNow SME) is responsible for managing Sungrow USA's IT Service Desk operations and administering the ServiceNow platform. This role ensures efficient and responsive IT service delivery by overseeing ticket intake, resolution, reporting, and user support, while also owning and optimizing key ServiceNow modules across IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM). This role offers an exciting opportunity to work with advanced ServiceNow capabilities and lead initiatives that transform IT operations into a future-ready model. The Service Delivery Manager will play a critical role in shaping technology services, driving innovation, and implementing best practices that enhance organizational performance.

Essential Duties and Responsibilities:

• Lead and mentor the IT Service Desk
• Ensure timely and accurate IT support
• Oversee ticket intake and escalation handling
• Develop and implement policies, procedures, and best practices for service desk operations
• Manage onboarding and offboarding processes
• Configure and administer ServiceNow workflows for incidents, request, and change management
• Track SLAs and enforce compliance
• Act as ServiceNow SME for platform optimization
• Assess ServiceNow performance, troubleshoot issues, and recommend solutions
• Customize ServiceNow workflows, business rules, and configurations
• Own ITSM modules: Incident, Problem, Change, Request
• Manage Service Catalog and Knowledge Management
• Maintain CMDB accuracy and asset records
• Oversee ITOM modules: Discovery, Service Mapping
• Manage Event Management and Operational Intelligence
• Administer ITAM modules: HAM, SAM, License, Contracts
• Generate reports on ticket volume and SLA performance
• Analyze metrics and provide actionable insights
• Create and maintain IT documentation and escalation paths
• Create knowledge base articles and SOPs
• Deliver user training and IT communications
• Support ISO 27001 and SOC 2 compliance initiatives
• Assist with audits and regulatory readiness
• Drive process improvements and automation
• Implement ITIL-aligned best practices
• Create clear IT Service communications, updates, and announcements
• Implement ITIL-aligned BRM to enhance collaboration and IT service delivery
• Collaborate with engineers to streamline workflows
• Stay current with ServiceNow updates and new features
• Recommend improvements to improve IT service delivery

Minimum Requirements:

• 3+ years managing ServiceNow with expertise in ITSM, ITOM, ITAM, and platform administration
• Completed at least one full ServiceNow implementation
• ITIL 4 Foundation certification (or ability to obtain)
• ServiceNow System Administrator (CSA) certification (or ability to obtain)
• Proven leadership and team management skills with strong technical expertise; able to explain complex concepts to non-technical users.
• Excellent communication and interpersonal skills; capable of working under pressure and resolving complex technical issues.

Education or Desired License and Certificates:

• Bachelor's degree in IT, Computer Science, or equivalent experience
• ITIL 4 Intermediate certification (preferred)
• One CIS certification preferred: ITSM, Discovery, Event Management, Service Mapping, Risk & Compliance, Third-Party Risk, or Vulnerability Management Competencies
• IT Service Management & ITIL Framework with ServiceNow (ITSM, ITOM, ITAM)
• Customer Service & Technical Support
• Incident & Problem Management
• Leadership & Team Development
• Hardware & Software Troubleshooting
• Strong verbal and written communication, adaptability, proactive problem-solving, collaborative mindset
• Mandarin speaking is a plus.

Travel:

• 5%-10% as needed

Work Location and Status:

• Full time, hybrid to any Sungrow USA office in Phoenix, Costa Mesa, or Houston
• No visa sponsorship

Compensation:

• Compensation commensurate with experience
• Competitive salary and annual bonus eligibility
• Comprehensive benefits package including health, dental, vision, and retirement plans
• Strong personal and company growth opportunities

Sungrow is an equal opportunity employer. Due to strong interests in this position, Sungrow will only reach out to those candidates who best meet the requirements. Thank you for your interest in Sungrow.