> Markdown version of [/jobs/ext/1425756-it-service-delivery-manager](https://www.wearedevelopers.com/jobs/ext/1425756-it-service-delivery-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Manager - **Company:** Sungrow USA Corporation - **Location:** Houston, TX, United States - **Experience:** Experienced - **Salary:** $110,000.0 - $130,000.0 - **Contract:** Permanent contract - **Skills:** Configuration Management Databases, Information Technology Operations, Knowledge Management, Software Vulnerability Management, ServiceNow IT Service Management, Software Troubleshooting, Information Technology, Servicenow - **Published:** July 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0a4ca6964603c235 ## About the Role * 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 ## Description 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., * 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026) - [5 Reasons Why Attending Conferences in 2026 Matters More Than You Think](https://www.wearedevelopers.com/magazine/692-5-reasons-why-attending-conferences-in-2026-matters-more-than-you-think)