Service Now Delivery Manager

RP International; Abu Dhabi Emirate; On-site; AED 200,000 - 300,000; Full time

Job summary

RP International is seeking an experienced Service Delivery Manager to lead service delivery and operational management for a ServiceNow platform. This mid-senior level position focuses on ensuring service compliance, monitoring performance, and engaging with stakeholders. The ideal candidate will have a strong background in IT operations, extensive knowledge of ITIL, and proven leadership skills.

Qualifications

• 6+ years in IT operations or service delivery, with 3+ years focused on ServiceNow.
• Strong knowledge of ITIL (v4 preferred).
• Experience managing SaaS platforms and support teams.

Responsibilities

• Oversee daily operations and health of the ServiceNow platform.
• Lead resolution of major incidents and root cause analysis.
• Act as the main contact for business units on platform operations.

Skills

ITIL

Leadership

Stakeholder Management

Analytical Thinking

Education

Bachelor's in IT, Computer Science, or related field

Job description

Direct message the job poster from RP International

Client Partner | Talent Acquisition | IT Talent Sourcing | Full Life Cycle Recruiting | Headhunter

We are looking for an experienced Service Delivery Manager on behalf of one of our clients, to lead the operational management, service delivery, and continuous improvement of their ServiceNow-based services . This role is crucial to ensuring a reliable, efficient, and compliant platform environment, while serving as the key link between technical teams, business stakeholders, and leadership .

The Service Delivery Manager will be responsible for platform governance , incident and problem management , service performance monitoring , operational reporting , and the coordination of internal support teams and external vendors.

Key Responsibilities

Operational Management

• Oversee daily operations and health of the ServiceNow platform.
• Ensure effective monitoring, maintenance, and support across key modules (e.g., ITSM, ITOM, HRSD).
• Drive adherence to SLAs, KPIs, and service performance targets.

Incident, Problem & Change Management

• Lead resolution of major incidents and root cause analysis.
• Manage problem processes to minimize recurrence.
• Oversee safe and controlled platform changes.

Platform Support & Delivery Coordination

• Coordinate Level 1–3 support teams (internal and vendors).
• Manage platform cloning, patching, upgrades, and enhancements.
• Prioritize enhancements, fixes, and technical debt resolution.

Stakeholder Engagement

• Act as the main contact for business units on platform operations.
• Communicate performance, risks, and planned improvements.
• Gather feedback and translate into operational improvements.

Governance & Compliance

• Ensure alignment with ITIL, security policies, and audit requirements.
• Maintain documentation, audit trails, and compliance reporting.
• Lead service improvement and platform optimization initiatives.
• Identify opportunities for automation and increased efficiency.
• Apply industry best practices and benchmark performance.

Qualifications

Required

• Bachelor's in IT, Computer Science, or related field.
• 6+ years in IT operations or service delivery, with 3+ years focused on ServiceNow.
• Strong knowledge of ITIL (v4 preferred).
• Experience managing SaaS platforms and support teams.

Preferred

• ServiceNow Certified System Administrator; other certifications (ITSM, ITOM, CSM) a plus.
• ITIL v4 certification.
• Experience with integrations (e.g., SAP, AD, Azure).
• Familiarity with CMDB, automation, monitoring tools, and analytics.
• Exposure to Agile, DevOps, and release management.
• Strong leadership and team coordination
• Clear communication and stakeholder management
• Analytical thinking and data-driven decision-making
• Ability to manage multiple priorities under pressure
• Focus on quality, compliance, and user satisfaction

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Contract

Job function

Job function

Information Technology

Energy Technology and IT Services and IT Consulting

Referrals increase your chances of interviewing at RP International by 2x

Get notified about new Delivery Manager jobs in Abu Dhabi Emirate, United Arab Emirates .

Pre Delivery Inspection Manager - Automotive

Abu Dhabi Emirate, United Arab Emirates 1 day ago

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 6 months ago

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 4 days ago

Abu Dhabi Emirate, United Arab Emirates 4 days ago

Senior Officer- ATM & CDM Centralized Services

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 year ago

Assistant Manager – Warehouse Operations

Abu Dhabi Emirate, United Arab Emirates 1 week ago

ScrumMaster–Agile expwith strong Banking domain

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 days ago

Al Ain, Abu Dhabi Emirate, United Arab Emirates 3 days ago

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago

ScrumMaster–Agile expwith strong Banking domain

Abu Dhabi Emirate, United Arab Emirates 3 weeks ago

Abu Dhabi Emirate, United Arab Emirates 2 days ago

Treasury Operations Manager - Digital Bank

Abu Dhabi Emirate, United Arab Emirates 1 week ago

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 months ago

Information Technology Operations Manager (Emiratisation Role)

Abu Dhabi Emirate, United Arab Emirates 2 weeks ago

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 days ago

Project Manager-Clinical Trials Unit Section

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 hour ago

Senior Manager Cards & Payments Operations

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago

Operations Manager - Systematic Hedge Fund

Abu Dhabi Emirate, United Arab Emirates 2 weeks ago

SR. PROJECT MANAGER (INFRASTRUCTURE PACKAGE MANAGER)

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago

IT Cloud Azure Project Manager- delivery of cloud projects

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED18,000.00-AED23,000.00 4 months ago

Business Analyst as well Scrum Master -Banking Domain

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED17,000.00-AED18,000.00 2 months ago

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 hour ago

Abu Dhabi Emirate, United Arab Emirates 2 weeks ago

Abu Dhabi Emirate, United Arab Emirates 8 hours ago

Abu Dhabi Emirate, United Arab Emirates 1 week ago

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 days ago

Technical Project Managers -Oracle Cloud Analytics

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 hours ago

Abu Dhabi Emirate, United Arab Emirates 4 days ago

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 months ago

Senior Manager, Strategic People & Corporate Affairs Projects & Initiatives

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 4 days ago

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 4 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr

Service Delivery Manager • Abu Dhabi Emirate, United Arab Emirates