About the Role
The Business Delivery Manager operates at the intersection of executive delivery governance, commercial growth, and ServiceNow technology consulting. This role is responsible for overseeing end-to-end delivery performance, controlling project financials and margins, nurturing long-term C-level client relationships, and driving account farming/business expansion within our ServiceNow practice in the Middle East, with a primary focus on the Saudi market.
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Delivery Governance & Financial Management
- Project Delivery Oversight: Define and lead delivery governance across portfolio engagements, ensuring implementation aligns with quality benchmarks, scope, and timeline commitments.
- Financial Control & Budgeting: Maintain end-to-end profitability for assigned accounts, controlling revenue forecasting, delivery margins, resource utilization, and cost optimization.
- Risk & Issue Escalation: Act as the primary escalation pillar for delivery risks, scope changes, and SLA/KPI compliance.
C-Level Client Relationship Management
- Executive Advisory: Establish and maintain trusted-advisor relationships with client C-suite executives (CIO, CTO, CDO) and senior IT leaders.
- Executive Steering Committees: Lead quarterly business reviews (QBRs), delivery steering committees, and executive status alignment meetings.
- Customer Satisfaction: Drive high CSAT/NPS scores by ensuring delivery excellence aligns with client business outcomes.
Business Development & Account Farming (Sales Growth)
- Account Farming: Proactively identify expansion opportunities within existing client accounts to drive incremental revenue (Upsell / Cross-sell).
- Pre-Sales & Value Engineering: Partner with solution architects to shape RFPs, write statements of work (SOWs), and present high-value business cases to executive buyers.
- Pipeline Contribution: Drive account expansion targets and support commercial deal structures alongside sales teams.
ServiceNow & IT Domain Expertise
- ServiceNow Product Suite Knowledge: Strong functional understanding of key ServiceNow workflows (e.g., ITSM, ITOM, ITAM, SPM/ITBM, CSM, HRSD).
- Licensing & Commercial Models: Solid understanding of ServiceNow’s licensing schemas (user-based, custom table units, fulfillment metrics, subscription tiers) to optimize customer license usage and position renewals/add-ons.
- IT Ecosystem Fluency: Conversant in modern IT landscapes—including ITIL framework, Cloud/SaaS operations, Enterprise Architecture, and Agile/Scrum delivery methodologies.
Qualifications
Professional Experience
- 10+ years of professional experience in IT consulting, technology services, enterprise solutions, or digital transformation, with a strong focus on IT service delivery and account management.
- Proven experience in end-to-end delivery governance, including project execution, resource planning, risk management, SLA/KPI monitoring, and client satisfaction.
- Hands-on experience in pre-sales and commercial engagements, including RFP responses, proposal development, SOW preparation, solution positioning, and commercial negotiations.
- Strong functional exposure to IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM), preferably within the ServiceNow ecosystem.
- Previous experience working within IT consulting firms, system integrators, technology vendors, or managed service providers, preferably serving large enterprise or government clients.
Certifications
- IT background-PMP certifications
- Any ServiceNow certificate
Soft Skills
- Strong communication and presentation skills.
- Strong ownership and accountability.
- Strong stakeholder management and interpersonal skills.
- Analytical and problem-solving capabilities.
- Consulting and client-facing mindset.
- Strong organizational and time-management skills.
- Confident in engaging with senior and executive-level stakeholders.
- Able to manage complex, multi-year engagements effectively.
Additional Information
Language Requirements
- English: Fluent
- Arabic: Native
Location & Employment Details
- Location: Riyadh, Saudi Arabia
- Employment Type: Full-time employment
- Business Unit: N Platform
- Contract type: Permanent contract
