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Principal Consultant - Enterprise Tech - the go-to Middle East Service Now Recruiter 🚀
Senior Service Now Delivery Lead
Dubai, UAE
Permanent | Dubai (onsite)
A leading global technology & consulting organisation is expanding its Middle East Service Now practice and is looking for a seasoned Service Now 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 Service Now environments.
Responsibilities Service Delivery & Governance- Own the quality, performance, and outcomes of Service Now 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
- 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
- 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
- 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
- Strong experience in Service Now service delivery
, ideally in complex enterprise environments - Exposure to multiple Service Now modules (ITSM, ITOM, CSM, etc.)
- Strong Service Now development experience
- Proven leadership experience managing or scaling delivery teams
- Excellent communication, stakeholder management, and escalation handling
- Mid‑Senior level
- Full‑time
- Information Technology and Consulting
- IT Services and IT Consulting
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