ServiceNow Service Delivery Manager

DXC.technology; United Arab Emirates; On-site; AED 180,000 - 240,000; Full time

Job summary

A leading IT services provider in the United Arab Emirates is seeking a Service Delivery Manager to oversee ServiceNow solutions. Responsibilities include managing delivery teams, client relationships, and ensuring service quality. The ideal candidate has over 5 years of IT service delivery experience, strong leadership skills, and relevant certifications. The role offers a collaborative work environment with flexibility to support productivity.

Qualifications

• Minimum 5 years in IT service delivery or project management, 3+ years with ServiceNow.
• Proven experience managing ServiceNow implementations and support.
• ITIL Foundation certification required; ServiceNow certifications desirable.

Responsibilities

• Oversee end-to-end ServiceNow delivery and manage the delivery team.
• Serve as primary client contact regarding ServiceNow services.
• Lead ServiceNow implementation projects from planning to execution.
• Implement quality assurance processes for ServiceNow solutions.
• Provide leadership and mentorship to the delivery team.

Skills

Leadership and team management

Client relationship management

Project management methodologies

ServiceNow knowledge

Problem-solving skills

Education

Bachelor’s degree in Computer Science, IT, Business Administration or related field

Job description

Job Description

Key Responsibilities

Service Delivery Management

• Oversee the end-to-end delivery of ServiceNow solutions and services, ensuring they are delivered on time, within scope, and within budget.
• Manage and lead the ServiceNow delivery team, including developers, administrators, and business analysts.
• Ensure adherence to ITIL and other relevant best practices in service management.

Client Relationship Management

• Serve as the primary point of contact for clients regarding ServiceNow services and support.
• Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with ServiceNow services.
• Conduct regular service review meetings with clients to discuss performance, improvements, and future needs.

Project Management

• Lead and manage ServiceNow implementation projects, including planning, execution, monitoring, and closing phases.
• Develop and maintain project plans, schedules, and budgets.
• Ensure effective communication and coordination among project stakeholders.

Quality Assurance and Improvement

• Implement and monitor quality assurance processes to ensure the delivery of high-quality ServiceNow solutions.
• Identify opportunities for service improvements and implement changes to enhance service delivery.
• Conduct post-implementation reviews and lessons learned sessions to continuously improve service delivery processes.

Team Leadership and Development

• Provide leadership, mentorship, and development opportunities to the ServiceNow delivery team.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a collaborative and high-performing team culture.

Service Monitoring and Reporting

• Monitor service performance metrics and ensure adherence to Service Level Agreements (SLAs).
• Prepare and present regular service performance reports to clients and senior management.
• Proactively identify and resolve service issues to minimize disruptions and maintain service quality.

Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. A Master’s degree is a plus.

Experience

• Minimum of 5 years of experience in IT service delivery or project management, with at least 3 years focused on ServiceNow.
• Proven experience in managing ServiceNow implementations and ongoing support.

Certifications

• ITIL Foundation certification is required.
• ServiceNow Certified System Administrator (CSA) and other ServiceNow certifications (such as ITSM, HR, CSM) are highly desirable.

Skills

• Strong leadership and team management skills.
• Excellent client relationship management and communication skills.
• Proficiency in project management methodologies and tools.
• In-depth knowledge of ServiceNow platform, modules, and capabilities.
• Strong problem-solving and analytical skills.

Competencies

• Strategic thinking and planning.
• Strong organizational and multitasking abilities.
• Attention to detail and commitment to quality.
• Ability to work effectively under pressure and meet tight deadlines.
• Collaborative and team-oriented mindset.

Working Conditions

Flexibility to work outside normal business hours to meet project deadlines or address critical issues.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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