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About the Job: The ServiceNow Service Delivery Manager will oversee the end-to-end delivery of ServiceNow solutions and services from our Dubai office. This full-time position requires strong leadership skills, project management expertise, and a commitment to client satisfaction. Job Description: The role involves managing the ServiceNow delivery team, ensuring high-quality service delivery while adhering to ITIL best practices. You will be responsible for client relationship management, leading implementation projects, quality assurance, team leadership, and service monitoring. Key Responsibilities: 1. Service Delivery Management - Oversee the end-to-end delivery of ServiceNow solutions and services. - Manage and lead the ServiceNow delivery team, ensuring timely and budget-conscious delivery. - Ensure adherence to ITIL and relevant best practices in service management. 2. Client Relationship Management - Serve as the primary point of contact for clients regarding ServiceNow services. - Build and maintain strong client relationships. - Conduct regular service review meetings with clients. 3. Project Management - Lead and manage ServiceNow implementation projects. - Develop and maintain project plans, schedules, and budgets. - Ensure effective communication among project stakeholders. 4. Quality Assurance and Improvement - Implement and monitor quality assurance processes. - Identify service improvement opportunities and implement changes. - Conduct post-implementation reviews for continuous improvement. 5. Team Leadership and Development - Provide leadership and mentorship to the ServiceNow delivery team. - Conduct regular performance reviews and provide constructive feedback. - Foster a collaborative team culture. 6. Service Monitoring and Reporting - Monitor service performance and ensure adherence to SLAs. - Prepare and present service performance reports. - Proactively identify and resolve service issues. Qualifications: - Education: Bachelor’s degree in Computer Science or related field; Master’s degree is a plus. - Experience: Minimum of 5 years in IT service delivery or project management, with at least 3 years focused on ServiceNow. - Certifications: ITIL Foundation certification required; ServiceNow certifications are desirable. Skills: - Strong leadership and team management skills. - Excellent client relationship management and communication skills. - Proficiency in project management methodologies. - In-depth knowledge of the ServiceNow platform. - Strong problem-solving and analytical skills. Competencies: - Strategic thinking and planning. - Strong organizational abilities. - Attention to detail and commitment to quality. - Ability to work effectively under pressure. - Collaborative and team-oriented mindset. Working Conditions: - Flexibility to work outside normal business hours. - Work model prioritizes in-person collaboration while offering flexibility. - Commitment to fostering an inclusive environment.
