Information Technology Service Delivery Manager

About This Role

Manage Sungrow USA’s IT Service Desk operations and administer the ServiceNow platform to ensure efficient and responsive IT service delivery. This role involves optimizing key ServiceNow modules and leading initiatives to transform IT operations into a future-ready model.

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, requests, and change management
• Track SLAs and enforce compliance
• Assess ServiceNow performance, troubleshoot issues, and recommend solutions
• Customize ServiceNow workflows, business rules, and configurations
• Own ITSM modules: Incident, Problem, Change, Request, Service Catalog, and Knowledge Management
• Maintain CMDB accuracy and asset records
• Oversee ITOM modules: Discovery, Service Mapping, Event Management, and Operational Intelligence
• Administer ITAM modules: HAM, SAM, License, Contracts
• Generate reports on ticket volume and SLA performance and provide actionable insights
• Create and maintain IT documentation, escalation paths, knowledge base articles, and SOPs
• Deliver user training and IT communications
• Support ISO 27001 and SOC 2 compliance initiatives and assist with audits
• Drive process improvements and automation, implementing ITIL-aligned best practices
• Collaborate with engineers to streamline workflows
• Stay current with ServiceNow updates and new features, recommending improvements to IT service delivery

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
• Excellent communication and interpersonal skills; capable of working under pressure and resolving complex technical issues
• Proficiency in 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

Qualifications

• Bachelor’s degree in IT, Computer Science, or equivalent experience
• 3+ years managing ServiceNow with expertise in ITSM, ITOM, ITAM, and platform administration

Skills

* Required skills

Benefits

Certifications