ServiceNow Delivery Manager📣 Job Ad

About Alfanar Projects and the Role

Alfanar Projects is seeking a ServiceNow Delivery Manager to join our team in Riyadh, Saudi Arabia. This full-time role is central to leading the implementation and optimization of the ServiceNow platform for Enterprise Service Management (ESM). The manager will be responsible for defining scope, driving solutions, and ensuring scalable implementations that align with business needs, ultimately enhancing service delivery and operational efficiency across various enterprise services, including IT, HR, Facilities, and Customer Service Management.

Key Responsibilities

• Lead the development and execution of Enterprise Service Management (ESM) strategies, ensuring alignment with organizational goals and ServiceNow capabilities.
• Conduct workshops with business stakeholders to gather and document detailed business requirements for ESM initiatives.
• Map current business processes, identify gaps, and recommend improvements utilizing ServiceNow capabilities to enhance operational workflows.
• Collaborate with business and IT teams to translate business needs into actionable technical solutions for service management optimization.
• Oversee the configuration and customization of ServiceNow modules (ITSM, ITOM, ITBM, CMDB) to meet specific business requirements and best practices.
• Lead the design of workflows, automations, and integrations to improve operational efficiency and end-user experience.
• Supervise the development of scripts, APIs, and custom configurations within the ServiceNow platform.
• Provide ongoing support and management of the ServiceNow platform, ensuring continuous improvement and system uptime.
• Lead efforts to optimize the Configuration Management Database (CMDB), ensuring accurate asset and service dependency mappings and data integrity.
• Act as a key liaison between IT, business units, and vendors, ensuring clear communication and alignment on project goals.
• Oversee the development and execution of test plans for new workflows and features, including managing UAT processes.
• Continuously analyze system performance, identify areas for improvement, and implement changes to optimize platform efficiency.
• Oversee the creation and maintenance of reports and dashboards to track key performance indicators (KPIs) for ESM implementations.
• Provide recommendations for ServiceNow platform enhancements and upgrades based on evolving business needs and best practices.

Leadership and Management Accountabilities

• Recruit, recognize, and cultivate high performers to develop a robust second line of management.
• Address low performance through guidance or necessary action, ensuring fair treatment of subordinates based on performance.
• Ensure the availability of a delegation of authority matrix in line with company policy.
• Take full responsibility for operations and deliverables as per the job description and company guidelines.
• Anticipate problems and implement proactive steps to prevent them, making timely and proper decisions.
• Deliver required results in a timely manner with the specified quality and cost.
• Make a tangible difference to the area of operation and exceed business expectations.

Business Operations and Development

• Translate corporate goals into actionable business plans, and plan, follow up on, and execute these plans.
• Monitor plan performance, initiate actions to strengthen results, and take corrective measures.
• Provide periodic work progress reports and control budgets and expenses for optimal cost efficiency.
• Develop the organizational structure according to current and future requirements.
• Ensure job descriptions are available for all roles and deployments.
• Develop and coordinate well-defined written systems, policies, and procedures, seeking automation opportunities.
• Be conversant with and able to navigate IT solutions relevant to the job and business, promoting their full use.
• Uphold quality as a prime competitive advantage.
• Adapt to new and alternative techniques, technologies, management structures, and business models.
• Ensure a safe, secure, and legal work environment as per standard regulations.

Qualifications and Experience

• A minimum of 5 to 10 years of experience in ServiceNow platform implementation and optimization.