We are seeking an experienced ServiceNow Platform Managed Services AD / Director to oversee the delivery and operations of ServiceNow managed services for a key client engagement. This role will be responsible for driving platform stability, ensuring compliance with client SLAs and KPIs, leading release management and upgrades, and embedding a continuous improvement culture. The ideal candidate will bring expertise in automation, AI, and agentic use cases to enhance service delivery and customer satisfaction.
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Key Responsibilities
- Lead and manage the end-to-end ServiceNow managed services engagement.
- Ensure consistent achievement of client SLAs and KPIs across incidents, requests, changes, and enhancements.
- Establish and maintain robust governance and reporting frameworks with the client.
- Oversee ServiceNow platform operations, ensuring high availability, resilience, and compliance.
- Act as the primary point of contact for client stakeholders on platform performance and service delivery.
- Define and execute a continuous improvement roadmap focused on efficiency, automation, and AI enablement.
- Lead and mentor the ServiceNow managed services team, fostering a high-performance and client-centric culture.
Qualifications & Experience
- 12-15 years of IT service delivery/managed services experience, with at least 5 years focused on ServiceNow platform leadership.
- Strong understanding of ServiceNow modules including ITSM, ITOM, HRSD, and platform capabilities.
- Proven track record in managing SLAs, KPIs, governance frameworks, and client success.
- Hands-on experience in release management, upgrades, and platform optimization.
- Familiarity with automation frameworks, AI/ML integrations, and GenAI/agentic use cases.
- Strong stakeholder management, executive communication, and problem-solving skills.
- ITIL certification required; ServiceNow certifications preferred.
Key Attributes
- Client-focused mindset with a drive to exceed expectations.
- Strategic thinker with a strong execution focus.
- Passionate about leveraging automation and AI for service excellence.
- Strong leadership, influencing, and team development skills.
Location
Dubai, United Arab Emirates
Employment Type
Full-Time
