About the Job:
Oversee the end-to-end delivery of ServiceNow solutions and services as a ServiceNow Service Delivery Manager in Dubai, ensuring they are delivered on time, within scope, and within budget. Manage and lead the ServiceNow delivery team, ensuring adherence to ITIL and other relevant best practices in service management.
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Key Responsibilities:
- Service Delivery Management: Manage the ServiceNow delivery team including developers, administrators, and business analysts to ensure timely and efficient service delivery.
- Client Relationship Management: Act as the primary contact for clients, understanding their needs and ensuring satisfaction with ServiceNow services while conducting regular service review meetings.
- Project Management: Lead ServiceNow implementation projects from planning to closure while developing project plans, schedules, and budgets.
- Quality Assurance and Improvement: Implement quality assurance processes, identifying opportunities for service improvements and conducting post-implementation reviews.
- Team Leadership and Development: Provide mentorship and development opportunities to the team, along with fostering a collaborative team culture.
- Service Monitoring and Reporting: Monitor service performance metrics, prepare reports, and proactively resolve service issues.
Qualifications:
- Education: Bachelor’s in Computer Science, IT, Business Administration, or related field; Master’s preferred.
- Experience: 5+ years in IT service delivery/project management, with 3+ years focused on ServiceNow implementations and support.
- Certifications: Required ITIL Foundation; desirable certifications include ServiceNow Certified System Administrator (CSA) and others (ITSM, HR, CSM).
- Skills: Leadership, client relationship management, proficiency in project management tools, ServiceNow knowledge, strong problem-solving skills.
- Competencies: Strategic thinking, organizational skills, attention to detail, ability to work under pressure, and teamwork.
Work Conditions:
Full-time with flexibility to work outside normal hours to meet deadlines or address critical issues.
Language Requirements: (None mentioned, please clarify if applicable.)
At the company, we believe strong connections and community are key to our success. We’re committed to fostering an inclusive environment where everyone can thrive.
