Company Summary At Canadian Solar, our vision is to improve lives by providing electricity powered by the sun to millions around the globe. As a leading manufacturer of solar panels and energy solutions, we have been at the forefront of the industry since 2001. Our commitment to sustainability permeates every aspect of our organization as we navigate a thriving sector.
Canadian Solar's subsidiaries invest in employee growth through robust training programs and advancement opportunities. We prioritize work-life balance with flexible work options to support our employees' well-being. Join us in making a positive impact on the world and the communities we serve.
Location: This role is primarily on-site, requiring daily office attendance (5 days per week) at one of the following locations: Walnut Creek, California; Mesquite, Texas; Kitchener, Ontario, Canada; or Louisville, Kentucky. We seek candidates who prefer in-person collaboration and excel in supporting others under tight deadlines in a complex global company. Some flexibility for hybrid work may be available on a case-by-case basis.
Position Summary: We are looking for a
Senior IT Service Delivery Manager to lead our Global IT Service and Support Desk operations across multiple business units worldwide. In this dynamic role, you will enhance an already exceptional structure, implementing established SLAs and ambitious performance targets. You will own the end-to-end IT service lifecycle, focusing on incident, request, change, and problem management to ensure operational excellence and a smooth support experience.
Your primary goal will be to provide proactive, customer-centric technical support through our Global Help Desk team. Beyond managing daily operations, you will foster employee growth and performance development. Ideal candidates are passionate about mentoring support staff and driving ongoing process improvements that align with organizational needs.
Essential Functions: - Manage the daily operations of the Help Desk, coaching team members on ticket triaging, escalation, and resolution for clients.
- Develop and monitor KPIs and SLAs to analyze performance trends, close gaps, and improve client satisfaction continuously.
- Coordinate workforce planning, scheduling, and capacity management for consistent support across all locations.
- Oversee IT asset management, including procurement, inventory tracking, and lifecycle management.
- Collaborate with cybersecurity, DevOps, and infrastructure teams to maintain system security, availability, and compliance.
Service Delivery Excellence & Strategic Project Leadership
- Define and enforce ITIL-aligned processes for incident, problem, and change management while driving improvements through Lean Six Sigma.
- Work closely with global leadership to ensure adherence to regional IT policies, keeping compliance with GDPR, SOX, and cybersecurity standards.
- Create user-focused service catalogs and knowledge bases that utilize analytics to tackle recurring user challenges.
- Manage regional IT budgets and conduct ROI analyses for cloud migrations, automation projects, and vendor partnerships.
- Negotiate favorable vendor agreements for hardware, software, and managed services.
Qualifications: - Bachelor's degree in Computer Science, IT, or a related field; MBA or Master's preferred.
- 10+ years of experience in IT service delivery, help desk, or technical support management, preferably in the energy or services industries.
- Strong technical knowledge of IT infrastructure, networking, and enterprise platforms (Office 365, Active Directory).
- Experience with ITSM tools such as ServiceNow or similar.
- Proven experience in change management, project management, and vendor relationship management within global operations.
- Excellent organizational and multitasking capabilities, particularly in a rapid-paced environment.
- Familiarity with ITIL framework and cybersecurity principles is advantageous but not mandatory.
- Willingness to travel occasionally (less than 15%) to client sites or regional offices as needed.
- Bilingual in Mandarin Chinese is highly desirable but not required.
- Flexibility to attend meetings in various time zones to support a global team.
Canadian Solar provides a competitive salary along with a comprehensive benefits package, including a 401(k) plan, medical/dental/life/disability programs, and generous PTO. This is a full-time position.
The pay range varies by location: $130,000 - $150,000 for Walnut Creek, CA; $130,000 - $160,000 for Kitchener, Canada; $115,000 - $135,000 for Mesquite, TX, and Louisville, KY. These ranges represent base salary only and do not include bonuses or other benefits.
Canadian Solar Inc. is an Equal Opportunity Employer. We consider qualified applicants without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.