Senior ServiceNow Delivery Lead
Dubai, UAE
Permanent | Dubai (onsite)
A leading global technology & consulting organisation is expanding its Middle East ServiceNow practice and is looking for a seasoned ServiceNow Delivery Lead to take full ownership of end-to-end service delivery for major enterprise customers.
This is a position for someone who can blend delivery governance, client leadership, and operational excellence across multi-module ServiceNow environments.
Responsibilities:
Service Delivery & Governance
- Own the quality, performance, and outcomes of ServiceNow services delivered to enterprise clients
- Drive and execute support & operational delivery strategies
- Ensure adherence to SLAs, KPIs, and contractual obligations while preventing scope creep
- Act as the primary escalation point for delivery challenges
- Track, analyse, and present delivery metrics linked to customer success
Client & Account Leadership
- Build trusted advisor relationships with senior client stakeholders
- Lead planning, prioritisation, and roadmap discussions
- Provide clear communication between technical teams and customers
- Deliver weekly/monthly service reporting, including risks and improvements
Team Leadership & Operations
- Lead and mentor onshore/offshore delivery and support teams
- Plan resourcing and manage team capacity against roadmap and budget
- Improve operating procedures and contribute to a high-performance culture
Continuous Improvement
- Drive service efficiency, process enhancement, and proactive optimisation
- Ensure consistent application of quality and technical standards
- Support platform expansion and thought leadership across the organisation
Requirements
- Strong experience in ServiceNow service delivery, ideally in complex enterprise environments
- Exposure to multiple ServiceNow modules (ITSM, ITOM, CSM, etc.)
- Strong ServiceNow development experience
- Proven leadership experience managing or scaling delivery teams
- Excellent communication, stakeholder management, and escalation handling
