Sr IT Program Manager, Global Service Delivery

At Canadian Solar, our vision is to make lives better by bringing electricity powered by the sun to millions of people worldwide. As a leading manufacturer of solar panels, inverters, and energy storage solutions, we've been an industry front-runner since our founding in 2001. Our commitment to sustainability is reflected in all parts of our organization as we navigate the complexities of a booming industry.

Throughout Canadian Solar's subsidiaries, e-Storage, Recurrent Energy, MSS and CSI Solar Co., we invest in our employees' growth. Our training programs and promotional opportunities ensure we all can continue to learn. We understand the importance of work-life balance and provide various flexible work options to support our employees' well-being. Join our team to "Make the Difference" by creating a lasting positive impact on the world and the communities where we operate.

Location:

This is primarily an on-site position which requires daily office attendance (5 days per week) in one of the following locations: Walnut Creek, California; Mesquite, Texas; Kitchener, Ontario Canada or Louisville, Kentucky. We’re searching for someone with a preference for in-person collaboration and a knack for enabling others who are under tight deadlines within a complex global company. Some flexibility for hybrid work is available to support periodic personal appointments or project work on a case by case basis.

Position Summary:

CSI Solar is seeking a Senior IT Manager, Global Service Delivery to lead the operations and talented employees of the Global IT Service and Support Desk across three business units in multiple global locations. This exciting role will help us build upon an already best-in-class structure with established SLAs and ambitious performance goals. You’ll have ownership of the end-to-end IT service lifecycle, including incident, request, change, and problem management—ensuring operational excellence, responsiveness, and a seamless support experience across the organization.

The primary goal of the Senior IT Manager, Global Service Delivery is to ensure users are receiving proactive, customer-centric technical support provided by the Global help desk team. In addition to overseeing the daily operations of the Global Help Desk, you’ll also guide employee career development and performance coaching. Candidates should have a passion for developing support staff, driving continuous process improvements that align with business and user needs.

Essential Functions:

Help Desk Operations & Customer Engagement

• Guide day-to-day operations of the help desk, coaching your teammates to execute daily duties such as ticket triaging, escalation, and resolution for internal and external clients

• Create & monitor KPIs and SLAs, using data to identify performance trends, resolve gaps, and continuously improve internal client satisfaction

• Oversee workforce planning, scheduling, and capacity management to ensure consistent support coverage across all locations

• Oversee asset management of IT equipment, including procurement, inventory tracking, and lifecycle management

• Collaborate with cybersecurity, DevOps, and infrastructure teams to ensure endpoint security, system availability, and compliance with corporate standards

Service Delivery Excellence & Strategic Project Leadership

• Define and enforce ITIL-aligned processes for incident, problem, and change management. Drive continuous improvement using Lean Six Sigma methodologies

• Collaborate with global leadership in HQ to align regional IT policies, ensuring compliance with GDPR, SOX, and cybersecurity standards

• Design user-centric service catalogs and knowledge bases, utilizing NLP-driven analytics to address recurring end-user pain points

• Own regional IT budgets, including OpEx/CapEx planning for infrastructure upgrades, AI tools, and vendor contracts

• Partner with Finance to conduct ROI analysis for cloud migrations, automation initiatives, and outsourcing partnerships

• Negotiate cost-effective vendor agreements for hardware, software, and managed services

Qualifications:

• Bachelor’s degree in computer science, IT, or related field; MBA or Master’s preferred

• 10 + years in an IT service delivery, help desk, or technical support management role, preferably in an energy, infrastructure, or services environment

• Strong technical understanding of IT infrastructure, networking, remote support, and enterprise platforms (Office 365, Active Directory, etc.)

• Experience working with ITSM tools (e.g., ServiceNow, Autotask, or similar)

• Strong experience in change management, project management, and vendor relationship management within global organizations that have multiple entities

• Excellent organizational and multitasking skills, especially in fast-paced, distributed operations

• Familiarity with ITIL framework and cybersecurity principles is a plus but not required

• Occasional travel of less then 15% may be required to client locations or regional offices

• Bilingual skills in Mandarin Chinese is highly desirable but not required

• Flexible to attend meetings as needed during various non traditional hours in order to best support a global team across many time zones

Canadian Solar offers a competitive salary plus fully comprehensive benefits and performance bonus package based on an annual objective achievement. Our generous benefits package includes a 401(k) Retirement Plan, medical/dental/life/disability program, PTO and sick days. This is a full-time position.

The pay range for this position varies based on location. The pay range for Walnut Creek, CA is $130,000 – $150,000 USD. The pay range for Kitchener, Canada is $130,000 - $160,000 CAD. The pay range for Mesquite, TX and Louisville, Kentucky is $115,000 - $135,000 USD. These ranges represent annual base salary only, without regard to location, and does not include bonuses or incentives that pay quarterly or benefits that may apply. The pay range for this role is subject to change.

Canadian Solar Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.