We are seeking an experienced Service Delivery Manager with strong hands-on experience in ServiceNow to lead the operational management, service delivery, and continuous improvement of ServiceNow-based services. This role is pivotal in ensuring reliable, efficient, and compliant platform operations, while acting as the bridge between technical teams, business users, and leadership.
The Service Delivery Manager will be responsible for day-to-day platform governance, incident and problem resolution oversight, service performance and consumption monitoring, operational reporting, and support team coordination within ADNOC and all related vendors.
Oversee the daily operational activities and health of the ServiceNow platform and associated services.
Ensure effective monitoring, maintenance, and support of all SNOW modules in use (e.g., ITSM, ITOM, HRSD).
Ensure and drive adherence to SLAs, KPIs, and performance metrics through continuous service review and optimization.
Lead the resolution of high-priority incidents and coordinate root cause analysis.
Ensure effective problem management to reduce recurring issues.
Oversee ServiceNow change management process to ensure safe and controlled platform changes.
Manage and coordinate Level 1, 2, and 3 support teams, including internal staff and vendors.
Schedule and oversee ServiceNow cloning, patching, upgrades, and enhancements.
Prioritize operational workstreams including enhancements, fixes, and technical debt.
Serve as the primary point of contact for business units regarding ServiceNow operational matters.
Communicate platform performance, issues, risks, and planned improvements to IT and business leadership.
Collect feedback and translate business requirements into operational improvement initiatives.
Ensure all operations align with ITIL and internal policies and governance standards.
Maintain audit trails, compliance with internal security controls, and platform documentation.
Support audits and risk assessments by providing platform operational evidence and responses.
Drive service improvement initiatives to enhance user experience, stability, and efficiency.
Identify automation and optimization opportunities across the platform.
Benchmark operational performance and implement best practices.
Bachelor’s degree in Information Technology, Computer Science, or a related field.
6+ years of IT operations or service delivery experience, including at least 3+ years working with ServiceNow in an operational or delivery management capacity.
Strong knowledge of ITIL framework (ITIL v4 preferred).
Proven experience managing enterprise-level SaaS platforms and support teams.
ServiceNow Certified System Administrator; additional SNOW certifications (ITSM, ITOM, CSM) are a plus.
ITIL v4 Certification highly preferred.
Experience with enterprise integrations involving ServiceNow (e.g., SAP, AD, ADFS, Azure).
Understanding of monitoring tools, platform analytics, CMDB maintenance, and automation via SNOW.
Familiarity with DevOps, Agile delivery practices, and release coordination.
Strong leadership and team coordination skills.
Excellent communication and stakeholder management abilities.
Analytical mindset with the ability to make data-driven decisions.
Ability to manage competing priorities in a high-pressure environment.
Attention to detail with a focus on service quality and user satisfaction.
Contact:
+961 76 470 605