IT Service Delivery Manager

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
• Aid with audits and regulatory readiness
• Drive process improvements and automation
• 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 and Desired Licenses 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 Preference

Mandarin speaking is a plus.

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.