ServiceNow Delivery Manager📣 Job Ad

About the Role

Alfanar is seeking a ServiceNow Delivery Manager to join its team in Riyadh, Saudi Arabia. This full-time position is central to leading the implementation and optimization of the ServiceNow platform for Enterprise Service Management (ESM). The role involves 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.

ServiceNow Platform Leadership

The ServiceNow Delivery Manager will lead strategic initiatives and technical oversight for the platform. This includes:

• Leading the development and execution of Enterprise Service Management (ESM) strategies, ensuring alignment with organizational goals and promoting effective, scalable service management processes.
• Conducting workshops with business stakeholders to gather and document detailed business requirements for ESM initiatives, ensuring compatibility with ServiceNow capabilities.
• Mapping current business processes, identifying gaps, and recommending improvements achievable through ServiceNow to enhance operational workflows and service delivery.
• Collaborating with both business and IT teams to translate business needs into actionable technical solutions that optimize service management outcomes across multiple functions.

Key Responsibilities

The role encompasses comprehensive management of the ServiceNow platform and related processes:

• Overseeing the configuration and customization of ServiceNow modules (ITSM, ITOM, ITBM, CMDB) to meet specific business requirements, adhering to best practices.
• Leading the design of workflows, automations, and integrations to improve operational efficiency and end-user experience.
• Supervising the development of scripts, APIs, and custom configurations for tailored ServiceNow solutions.
• Providing ongoing support and management of the ServiceNow platform, ensuring continuous improvement and system uptime.
• Leading efforts to optimize the Configuration Management Database (CMDB), ensuring accurate asset and service dependency mappings and managing data integrity.
• Troubleshooting platform issues to ensure consistent performance and system availability.
• Overseeing the development and execution of test plans for new workflows, automations, and features, including managing User Acceptance Testing (UAT) processes.
• Continuously analyzing system performance, identifying areas for improvement, and implementing changes to optimize platform efficiency.
• Overseeing the creation and maintenance of reports and dashboards to track key performance indicators (KPIs) and measure ESM implementation success.
• Providing recommendations for enhancements and upgrades to the ServiceNow platform based on evolving business needs and technological advancements.

Leadership and Operational Management

This position requires strong leadership and operational acumen, including:

• Acting as a key liaison between IT, business units, and vendors to ensure clear communication and alignment on project goals and timelines.
• Taking full responsibility for operational deliverables, anticipating problems, and making timely, proactive decisions.
• Recruiting, recognizing, and cultivating high performers while addressing low performance constructively.
• Transforming corporate goals into actionable business plans, monitoring performance, and initiating corrective actions.
• Monitoring and controlling budgets and expenses to achieve optimal cost efficiency.
• Driving business process improvements, seeking automation opportunities, and promoting the full utilization of IT solutions.
• Adapting to new techniques, technologies, management structures, and business models to maintain a competitive advantage.

Required Experience

Candidates for the ServiceNow Delivery Manager position should possess:

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

Application Information

This role offers an opportunity to lead critical ServiceNow initiatives within Alfanar. Qualified candidates are encouraged to apply.