Information Technology Service Delivery Manager

The Company:

Sungrow Power Supply Co., Ltd. (Stock code: 300274) is a globally recognized renewable energy company, specializing in R&D, manufacturing, and services for solar, wind, energy storage, hydrogen, and electric vehicle solutions. Established in 1997, Sungrow is known for its innovative photovoltaic inverters, wind converters, EV chargers, energy storage systems, and hydrogen production technologies. Its products are sold in over 180 countries, with a cumulative installed capacity exceeding 740 GW by the end of 2024.

Sungrow has contributed to national standards and holds numerous core technologies. With multiple industry awards and advanced R&D centers, it ranks among the global leaders in clean energy. Guided by its mission “Clean power for all,” Sungrow continues to drive innovation and global sustainability.

The IT Service Delivery Manager (ITSM/ITIL Service Now SME) is responsible for managing Sungrow USA’s IT Service Desk operations and administering the Service Now 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 Service Now 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 Service Now 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.

• 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 Service Now workflows for incidents, requests, and change management
• Track SLAs and enforce compliance
• Act as Service Now SME for platform optimization
• Assess Service Now performance, troubleshoot issues, and recommend solutions
• Customize Service Now 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 Service Now updates and new features
• Recommend improvements to improve IT service delivery

• 3+ years managing Service Now with expertise in ITSM, ITOM, ITAM, and platform administration
• Completed at least one full Service Now implementation
• ITIL 4 Foundation certification (or ability to obtain)
• Service Now 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

• 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…