Servicenow Service Delivery Manager (Onsite / KSA (Dubai)

Job Title : ServiceNow Service Delivery Manager (Onsite / KSA (Dubai)

Location - KSA (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 supportBacklog-driven enhancementsRelease and deployment coordinationAct as the primary escalation and decision point for delivery matters, ensuring:Issues are addressed promptlyRisks are managed effectivelyDelivery commitments are metWork closely with stakeholders to:Understand and prioritise demandChallenge and validate requirements where neededEnsure alignment between business expectations and platform capabilitiesProvide strong leadership to delivery teams, including:Technical consultants and developersBusiness analystsQA and support functionsDrive delivery governance and standards, ensuring:Consistent development practicesControlled release processesAlignment to platform design and reuse principlesEnsure quality and accountability across delivery, including:Reviewing progress against commitmentsMonitoring delivery KPIs and SLAsSupporting issue resolution and performance improvementAct as a trusted point of contact for stakeholders, capable of:Representing technical and functional decisions clearlyManaging expectations and resolving conflictsStanding behind delivery teams with confidenceSupport continuous improvement of service delivery, including:Identifying inefficiencies and bottlenecksDriving optimisation of processes and workflowsPromoting effective use of ServiceNow capabilitiesRequired Experience & Skills:

7–10+ years of experience in Service Delivery, with strong exposure to ServiceNow platformsStrong understanding of ServiceNow modules and capabilities, such as:ITSMITOM / CMDBHRSD / enterprise servicesCSMAbility to:Engage confidently with both technical and business stakeholdersChallenge requirements and assumptions where necessaryTranslate high-level needs into delivery directionProven experience managing:Multi-stream ServiceNow delivery (operations + enhancements)Backlog-driven development and prioritisationCross-functional teamsStrong understanding of:Service delivery models and governanceSLA and KPI managementRelease and change management processesAbility to:Stand firm in stakeholder discussions and defend delivery decisionsSupport and represent delivery teams effectivelyMaintain control in complex or high-pressure environmentsPreferred / Additional Experience:

Experience working within:A ServiceNow Center of Excellence (CoE) modelLarge-scale or multi-entity ServiceNow environmentsExposure to:Agile or hybrid delivery modelsPlatform transformation or continuous improvement initiativesCertifications:ServiceNow CSA (preferred for platform understanding)ITIL certification is a plus