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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

About the Role

Deloitte & Touche ME, a leading tax advisor and consultancy organization in the GCC region, is seeking a ServiceNow Operations Manager to join its Technology Strategy & Transformation practice in Riyadh, Saudi Arabia. This role offers the opportunity to build a career within a large professional services firm, contributing to projects focused on business growth and transformation. Within Deloitte, you will leverage your expertise in ServiceNow to play a key role in business planning, growth, and structure, translating business understanding into deliverable solutions. The firm is committed to making a significant impact by serving clients with insights, solving complex challenges, and unlocking sustainable growth, while fostering an inclusive and collaborative culture.

As part of the ServiceNow team, you will define engagement impacts on broader business objectives, lead projects with strategic direction, and develop deep sector expertise. You will contribute to developing and marketing intellectual capital, recommend innovative approaches to data analysis and problem-solving, and identify opportunities for value-generating initiatives. This role requires a proactive approach to client engagement, acting as a trusted advisor and managing challenging situations with composure. You will also participate in proposal development, utilize a global networking approach, and articulate informed opinions on leading-edge technologies and their impact on emerging business models.

Key Responsibilities

  • Define how engagements impact broader business objectives and foster a team environment that promotes accountability for meeting engagement objectives.
  • Lead projects and provide strategic direction across accounts to ensure a superior client experience.
  • Build deep sector expertise and manage engagements across accounts within a chosen industry/sector.
  • Lead initiatives for the development and marketing of intellectual capital in a chosen sector.
  • Recommend new and innovative approaches to data analysis and problem-solving to derive meaningful conclusions.
  • Develop new ideas that challenge conventional thinking and identify opportunities where others may not.
  • Focus clients on value-generating initiatives to accelerate change and identify metrics for performance monitoring against corporate goals.
  • Maintain an understanding of a client’s business and financial situation, and the financial impacts of proposed solutions.
  • Manage and advance client relationships beyond immediate engagement needs, acting as a trusted advisor and prioritizing client interactions.
  • Manage challenging situations and diffuse escalated situations calmly by controlling personal emotions and recognizing emotions in others.
  • Participate in and lead aspects of the proposal development process, assembling pursuit teams with the necessary skillsets.
  • Adopt a global approach to networking, building eminence, and assembling teams to best serve clients.
  • Articulate informed opinions on leading-edge technologies and their impact on emerging business models.
  • Lead the design of the client’s ServiceNow strategy and operating model, ensuring alignment between business and IT strategy.
  • Stay current on emerging trends and technologies within the ServiceNow space to drive innovative solutions, improve user experience, and enhance IT service delivery.
  • Lead architecture components to design the client’s architecture blueprint across various layers, leveraging ServiceNow’s product suite.
  • Understand clients' baseline architecture and develop roadmaps identifying business impact/benefit.
  • Anticipate and articulate broader organizational implications of proposed IT recommendations.
  • Lead the development and automation of IT processes to generate efficiencies.
  • Lead a team to develop a robust ServiceNow implementation and define integration points with the broader business.
  • Act as a role model, embracing and living Deloitte's purpose and values.
  • Contribute to building the talent pipeline, creating an attractive talent experience that develops and retains top talent.
  • Create opportunities to drive impact, anticipate client needs, and deliver superior results by leveraging individual strengths to build high-performing teams.
  • Serve as a counselor and coach, provide input into the firm’s staffing process, and participate in staff recruitment and retention activities.
  • Build deep relationships across a diverse network and use a flexible influencing style to gain buy-in and drive impact.
  • Translate broader strategy into a compelling team vision and goals, aligning the team and setting priorities.
  • Apply deep knowledge of disruptive trends and competitor activity to drive continuous improvement.
  • Establish a strong leadership brand and inspire followership through passion, integrity, and appreciation of others.

Qualifications and Requirements

  • 10+ years of ServiceNow or relevant consulting or industry experience.
  • Experience in the ServiceNow Sales cycle.
  • Business development experience and comfort in meeting with and presenting to CxO and VP levels.
  • Experience managing large, complex projects with 12+ resources within a consulting environment, with a vendor, or within an enterprise IT team.
  • Industry expertise in Public Sector, Energy & Resources, FSI, or TMT, with proven experience delivering ServiceNow strategy, operating model, and/or EA projects into these sectors.
  • An undergraduate degree in Economics, Business Administration, Finance, or Industrial Engineering; an MBA or a relevant Master’s degree is a plus.
  • Good command of written and spoken English; Arabic is a plus.
  • Excellent knowledge in MS Office applications, especially PowerPoint, Word, and Excel.
  • Ability to handle multiple tasks and responsibilities in a deadline-oriented environment with flexible work hours.

Required Skills and Competencies

  • ServiceNow expertise
  • Consulting and advisory skills
  • Talent management standards
  • Technology Strategy & Transformation
  • Business Strategy development
  • Operations management
  • Financial acumen
  • People Management
  • Technology understanding
  • Data Analysis and Problem Solving
  • Client Relationship Management
  • Proposal Development
  • Networking capabilities
  • Knowledge of Leading Edge Technologies
  • ServiceNow Strategy and Operating Model Design
  • IT Strategy Alignment
  • Understanding of Emerging Trends and Technologies
  • User Experience Improvement
  • IT Service Delivery Enhancement
  • Architecture Design and Roadmap Development
  • IT Process Automation
  • Integration Points Definition
  • Leadership and Team Building
  • Talent Development
  • Client Needs Anticipation
  • Influencing Style
  • Strategic Vision Translation
  • Disruptive Trends Analysis
  • Continuous Improvement mindset
  • Leadership Brand Building
  • Digital Transformation and Enterprise Software Implementation
  • Familiarity with methodologies such as PMP, TOGAF, Zachman, Lean, Six Sigma, BPR techniques, and implementation methodologies.
  • ServiceNow mainline accreditations, including ServiceNow Certified Master Architect or ServiceNow Certified Technical Architect.

Work Environment and Additional Information

This full-time role is based in Riyadh, Saudi Arabia. The position requires a Saudi National. A willingness to travel 80 - 100% of the time is expected. Competencies are required in one or more of the following areas: ServiceNow Strategy, Digital Transformation, and Enterprise software Implementation.

Requirements

  • Requires +10 Years experience

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