IT Sr. Service Delivery Manager

Job title: IT Sr. Service Delivery Manager

Job description: Description

Position: IT Sr. Service Delivery Manager

Department: Corporate Information Technology Department

Reports To: IT Director, Corporate Information Technology

About the job

Reporting to the Director of Information Technology, the IT Service Delivery Manager is responsible for overseeing the efficient and effective delivery of IT services. This role involves managing global teams dotted line, defining, and ensuring service quality meets established standards, budget management, stakeholder communication, and process improvement. The IT Service Delivery Manager will oversee incident and problem resolution, vendor relationships, risk mitigation, and performance monitoring. The role prioritizes continuous improvement through feedback and insights to align IT services with Canadian Solar’s goals and expectations of service quality.

Key Responsibilities

Service Level Agreement (SLA) Management

● Define, negotiate, and manage SLAs with both internal and external stakeholders.

● Ensure that SLAs are clearly documented, understood, and agreed upon.

● Monitor and report on SLA compliance and take corrective actions when necessary.

Customer Relationship Management

● The primary point of contact for customers, addressing their inquiries, concerns, and feedback.

● Build and maintain strong relationships with stakeholders.

● Conduct service reviews with customers to ensure their needs are met within a clearly defined scope of work.

Service Performance Monitoring

● Monitor the performance of IT services against SLAs and Key Performance Indicators (KPIs).

● Use monitoring and reporting tools to track service availability, reliability, and responsiveness.

● Identify trends and patterns in service performance to proactively address potential issues.

● Lead the incident management process to ensure the timely resolution of service disruptions.

● Collaborate with technical teams to diagnose and resolve incidents.

● Implement problem management processes to identify root causes and prevent recurring incidents.

Service Improvement Initiatives

● Continuously identify opportunities for service improvement and cost optimization.

● Develop and execute Service Improvement Plans (SIPs) to enhance service quality.

● Implement changes and enhancements to service processes and workflows.

Resource Management

● Allocate and manage resources effectively to support service delivery.

● Ensure that the IT team has the necessary skills and capacity to meet service demands.

● Monitor and optimize resource utilization to maximize efficiency.

Budget Management

● Develop and manage the IT service delivery budget.

● Ensure that resources and expenses align with budgetary constraints and objectives.

● Track and report on budget performance.

Risk Management

● Identify and mitigate risks that could impact service delivery.

● Develop and maintain contingency plans and disaster recovery strategies to minimize service disruptions.

Change Management

● Manage changes to IT services, ensuring that they are well-documented and communicated to stakeholders.

● Assess the impact of changes on service delivery and plan accordingly.

● Minimize the risk of service disruptions during change implementation.

Documentation and Reporting

● Maintain accurate documentation of service processes, procedures, and configurations.

● Generate reports on service performance, SLA compliance, and other key metrics.

● Present findings and recommendations to senior management and stakeholders.

Vendor Management

● Collaborate with vendors and third-party service providers to ensure they meet their contractual obligations.

● Evaluate vendor performance and manage vendor relationships to optimize service delivery.

Continuous Learning and Improvement:

● Stay updated on industry best practices, IT trends, and emerging technologies.

● Continuously improve service delivery processes and practices.

Qualifications

Education

● A post-secondary degree or diploma in a related discipline, or relevant work experience in the systems administration and operations field.

Experience

● Minimum 5 years of experience in an IT Service Delivery Field, preferably in a Global Company.

● Overall, a successful Service Delivery Manager should bring a well-rounded skill set, a strong customer-centric approach, and a track record of effectively managing IT services and teams to ensure that the organization’s IT services align with business goals and deliver value to both internal and external customers.

Health and Safety

Non-Management

● All employees have the responsibility to work in a safe manner and report any health, safety or environmental concerns to their manager or supervisor in a timely manner.

Employee responsibilities for Health, Safety and Environment include:

● Work in compliance with divisional health, safety, and environmental procedures.

● Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tag out methods.

● Report any unsafe conditions or unsafe acts.

● Report defects in any equipment or protective device.

● Ensure that the required protective equipment is used for the assigned tasks.

● Attending all the required health, safety, and environmental training.

● Report any accidents/incidents to the supervisor.

● Assist in investigating accidents/incidents.

● Refrain from engaging in any prank, contest, feat of strength, unnecessary running, or rough and boisterous conduct.

Note:

We embrace diversity and are committed to creating an inclusive workplace, welcoming applications from all qualified persons. We encourage Black, Indigenous, People of Colour, 2SLGBTQIA+ individuals, gender-diverse people, people with diverse abilities, members of ethnic minorities and faith groups, foreign-born residents, and veterans to apply. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, ability, ancestry, marital status, veteran status, medical condition, or any protected group.

Studies have shown that women and people of diverse backgrounds are less likely to apply for jobs unless they meet every single qualification in the posting. We are committed to creating an environment where we eliminate barriers and promote the inclusion of equity groups. We strongly encourage applications even if you don’t believe you meet all the requirements outlined. We will do our best to respond.

The company reserves the right to change the duties and responsibilities of this position on its own discretion.

Upon individual request, Canadian Solar will endeavor to remove any barrier to the hiring process to accommodate those candidates with disabilities.

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