ServiceNow Service Delivery Manager

Mullers Solutions 1; Dubai; On-site; AED 420,000 - 660,000; Full time

Job summary

Müller’s Solutions seeks an experienced ServiceNow Service Delivery Manager to oversee the delivery and performance of our ServiceNow solutions. You will manage delivery teams, align with business goals, and drive continuous improvement across platform operations.

You will lead operations, enhancements, and governance, ensuring SLA/KPI targets are met, releases are well-coordinated, and risks are mitigated. Strong communication with business and IT stakeholders is essential.

Qualifications

• Minimum 7–10+ years in Service Delivery with deep ServiceNow knowledge.
• Experience overseeing delivery across multiple streams (operations and enhancements).
• Proven ability to manage backlogs, prioritize work, and drive continuous improvement.

Responsibilities

• Take full responsibility for overall delivery of ServiceNow platform services.
• Coordinate releases and deployments with minimal disruption.
• Act as escalation point for delivery issues and ensure root cause analysis.
• Collaborate with stakeholders to prioritize demands and align with strategic goals.
• Lead delivery teams including technical consultants, developers, and QA/support.
• Monitor KPIs and SLAs and report progress to stakeholders.
• Promote reuse, governance, and standardization across the platform.

Skills

Stakeholder engagement

Backlog prioritization

Agile methodologies

Release management

ServiceNow platform

SLA KPI management

Education

ITIL Foundation certification

ServiceNow Certified System Administrator

Tools

ServiceNow Platform

Jira

Job description

Müller’s Solutions is seeking an experienced and results-driven ServiceNow Service Delivery Manager to oversee the delivery and performance of our ServiceNow solutions. In this role, you will be responsible for managing service delivery teams, ensuring alignment with business goals, and driving continuous improvement in ServiceNow platform operations.

Key Responsibilities:

Take full responsibility for the overall delivery of the ServiceNow platform services, encompassing:

• Continuous operations and support, ensuring the platform is always available, reliable, and performing optimally to meet organizational needs.
• Enhancements driven by the backlog, prioritizing and implementing improvements and new features that align with business objectives and user feedback.
• Coordination of releases and deployments, managing schedules, resources, and communication to guarantee smooth transitions and minimal disruption.

Serve as the main escalation point and decision-maker for delivery-related issues, ensuring that:

• Problems are resolved quickly through effective troubleshooting, root cause analysis, and engagement with relevant teams.
• Risks are effectively controlled by proactively identifying potential issues and implementing mitigation strategies.
• Delivery obligations are fulfilled in accordance with agreed timelines, quality standards, and contract requirements.

Collaborate closely with stakeholders to:

• Comprehend and prioritize demands, balancing competing needs to deliver maximum value to the organization.
• Question and verify requirements when necessary, ensuring clarity, feasibility, and alignment with strategic goals.
• Guarantee alignment between business objectives and platform capabilities, facilitating seamless integration and optimal use of ServiceNow features.

Provide strong leadership to the delivery teams, which include:

• Technical consultants and developers, guiding them to apply best practices, innovate, and maintain high code quality.
• Business analysts, supporting requirement gathering, documentation, and communication between business and technical teams.
• QA and support personnel, ensuring thorough testing, issue identification, and responsive support services.

Lead delivery governance and uphold standards, ensuring:

• Consistent development practices that adhere to organizational policies and industry standards.
• Controlled release processes that minimize risk, ensure quality, and provide clear documentation.
• Alignment to platform design and reuse principles, promoting efficient, maintainable, and scalable solutions.

Ensure quality and accountability across delivery, including:

• Reviewing progress against commitments, conducting regular status meetings and reporting to stakeholders.
• Monitoring delivery KPIs and SLAs, analyzing performance data to identify trends and areas for improvement.
• Supporting issue resolution and performance improvement initiatives to enhance service quality and customer satisfaction.

Act as a trusted point of contact for stakeholders, capable of:

• Representing technical and functional decisions clearly and effectively, bridging communication between business and IT teams.
• Managing expectations and resolving conflicts diplomatically to maintain positive relationships and project momentum.
• Standing behind delivery teams with confidence, advocating for resources, and providing guidance to overcome challenges.

Support continuous improvement of service delivery, including:

• Identifying inefficiencies and bottlenecks through regular process reviews and feedback collection.
• Driving optimisation of processes and workflows to increase efficiency, reduce costs, and improve user experience.
• Promoting effective use of ServiceNow capabilities by encouraging adoption of new features, best practices, and ongoing training.

Requirements

7 to 10+ years of experience in Service Delivery, with extensive knowledge of ServiceNow

platforms, including:

• In-depth understanding of various ServiceNow modules and features such as:
• ITSM
• ITOM / CMDB
• HRSD / enterprise services
• CSM

Capable of:

• Confidently engaging with both technical teams and business stakeholders
• Critically evaluating requirements and assumptions when necessary
• Converting high-level requirements into actionable delivery strategies

Demonstrated experience in managing:

• Multiple ServiceNow delivery streams, including operations and enhancements
• Backlog-driven development prioritization
• Cross-functional teams

Strong knowledge of:

• Service delivery models and governance frameworks
• Management of SLAs and KPIs
• Release and change management procedures

Ability to:

• Assertively participate in stakeholder discussions and justify delivery decisions
• Effectively support and represent delivery teams
• Maintain control in complex or high-pressure situations

Preferred Qualifications:

• ITIL Foundation or higher certification
• ServiceNow Certified System Administrator or other relevant certifications
• Experience working with Agile methodologies and project management tools
• Familiarity with automation and workflow optimization within the ServiceNow platform

Benefits

1- Attractive Package.

2- Family Benefits.

3- Visa.

4-Air Tickets.