ServiceNow Delivery Manager

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

Job summary

A leading IT services firm in Abu Dhabi is seeking an experienced ServiceNow Delivery Manager. The successful candidate will oversee the operational management and service delivery of ServiceNow-based services, ensuring compliance and efficiency. Required qualifications include a bachelor's degree in IT and extensive experience with the ServiceNow platform. Strong knowledge of ITIL is essential for this mid-senior level contract position.

Qualifications

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

Responsibilities

• Oversee daily operations of the ServiceNow platform.
• Lead resolution of high-priority incidents.
• Manage Level 1, 2, and 3 support teams.

Skills

ITIL knowledge

ServiceNow platform management

Leadership and team coordination

Stakeholder management

Analytical mindset

Education

Bachelor’s degree in Information Technology

Tools

ServiceNow

Monitoring tools

Automation tools

Job description

Overview

We are seeking an experienced ServiceNow Delivery Manager with strong, hands-on expertise in leading the operational management, service delivery, and continuous improvement of ServiceNow-based services. This role ensures reliable, efficient and compliant platform operations while serving as the bridge between technical teams, business stakeholders and leadership.

Responsibilities

• Operational Management: Oversee daily operations and overall health of the ServiceNow platform.
• Ensure effective monitoring, maintenance, and support across all active ServiceNow modules (e.g., ITSM, ITOM, HRSD).
• Drive adherence to SLAs, KPIs, and performance metrics through continuous review and optimization.
• Incident, Problem & Change Management: Lead resolution of high-priority incidents and coordinate root cause analysis.
• Ensure robust problem management to reduce recurring issues.
• Oversee the ServiceNow change management process to ensure controlled and secure platform updates.
• Platform Support & Delivery Coordination: Manage and coordinate Level 1, 2, and 3 support teams, including internal staff and vendor partners.
• Plan and oversee cloning, patching, upgrades, and platform enhancements.
• Prioritize and balance operational workstreams including enhancements, fixes, and technical debt.
• Stakeholder Engagement: Act as the primary point of contact for business units regarding ServiceNow operations.
• Communicate platform performance, risks, and planned improvements to IT and business leadership.
• Translate business needs into actionable service improvement initiatives.
• Governance & Compliance: Ensure operations align with ITIL practices and internal governance standards.
• Maintain audit trails, compliance with security controls, and up-to-date documentation.
• Support audits and risk assessments with operational evidence and reporting.
• Lead service improvement initiatives to enhance stability, efficiency, and user experience.
• Identify opportunities for automation and process optimization.
• Benchmark performance against best practices and implement operational excellence strategies.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 6+ years in IT operations or service delivery, with 3+ years focused on ServiceNow platform management.
• Strong knowledge of ITIL (ITIL v4 preferred).
• Proven experience managing enterprise-level SaaS platforms and cross-functional support teams.

Preferred Skills & Certifications

• ServiceNow Certified System Administrator; additional certifications (ITSM, ITOM, CSM) are a plus.
• ITIL v4 certification highly desirable.
• Experience with enterprise integrations (e.g., SAP, Active Directory, Azure).
• Familiarity with monitoring tools, CMDB maintenance, platform analytics, and automation.
• Exposure to DevOps and Agile delivery practices.
• Strong leadership and team coordination skills.
• Excellent communication and stakeholder management abilities.
• Analytical mindset with data-driven decision-making.
• Ability to manage competing priorities in a dynamic, high-pressure environment.
• Detail-oriented with a strong focus on service quality and user satisfaction.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• Oil and Gas and IT Services and IT Consulting