Job Title : ServiceNow Service Delivery Manager (Onsite / UAE (Dubai)
Location - UAE (Dubai)
Work Experience - 7 + Years
Job Summary
We are seeking a ServiceNow Service Delivery Manager to oversee the delivery, stability, and continuous improvement of a large-scale ServiceNow platform operating within a structured Center of Excellence (CoE) model.
This role is responsible for driving end-to-end service delivery across the platform, ensuring that enhancements, operations, and ongoing services are delivered to a high standard. The successful candidate will bring strong ServiceNow platform understanding (functional or techno-functional), enabling them to effectively manage delivery, challenge requirements, and confidently represent the platform and team in stakeholder engagements.
Key Responsibilities
- Own the overall service delivery of the ServiceNow platform, including:
- Ongoing operations and support
- Backlog-driven enhancements
- Release and deployment coordination
- Act as the primary escalation and decision point for delivery matters, ensuring:
- Issues are addressed promptly
- Risks are managed effectively
- Delivery commitments are met
- Work closely with stakeholders to:
- Understand and prioritise demand
- Challenge and validate requirements where needed
- Ensure alignment between business expectations and platform capabilities
- Provide strong leadership to delivery teams, including:
- Technical consultants and developers
- Business analysts
- QA and support functions
- Drive delivery governance and standards, ensuring:
- Consistent development practices
- Controlled release processes
- Alignment to platform design and reuse principles
- Ensure quality and accountability across delivery, including:
- Reviewing progress against commitments
- Monitoring delivery KPIs and SLAs
- Supporting issue resolution and performance improvement
- Act as a trusted point of contact for stakeholders, capable of:
- Representing technical and functional decisions clearly
- Managing expectations and resolving conflicts
- Standing behind delivery teams with confidence
- Support continuous improvement of service delivery, including:
- Identifying inefficiencies and bottlenecks
- Driving optimisation of processes and workflows
- Promoting effective use of ServiceNow capabilities
Required Experience & Skills:
- 7–10+ years of experience in Service Delivery, with strong exposure to ServiceNow platforms
- Strong understanding of ServiceNow modules and capabilities, such as:
- ITSM
- ITOM / CMDB
- HRSD / enterprise services
- CSM
- Ability to:
- Engage confidently with both technical and business stakeholders
- Challenge requirements and assumptions where necessary
- Translate high-level needs into delivery direction
- Proven experience managing:
- Multi-stream ServiceNow delivery (operations + enhancements)
- Backlog-driven development and prioritisation
- Cross-functional teams
- Strong understanding of:
- Service delivery models and governance
- SLA and KPI management
- Release and change management processes
- Ability to:
- Stand firm in stakeholder discussions and defend delivery decisions
- Support and represent delivery teams effectively
- Maintain control in complex or high-pressure environments
Preferred / Additional Experience:
- Experience working within:
- A ServiceNow Center of Excellence (CoE) model
- Large-scale or multi-entity ServiceNow environments
- Exposure to:
- Agile or hybrid delivery models
- Platform transformation or continuous improvement initiatives
- Certifications:
- ServiceNow CSA (preferred for platform understanding)
- ITIL certification is a plus
