Technical Manager jobs in United Arab Emirates

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.

• 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.

• 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.

• 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.

• Mid-Senior level

• Contract

• Information Technology

• Oil and Gas and IT Services and IT Consulting