Service Delivery Director - ServiceNow

Responsibilities

• Lead end-to-end delivery of enterprise ServiceNow solutions, ensuring projects are delivered on time, within scope and budget
• Manage, mentor and scale a multi-disciplinary ServiceNow team (developers, administrators, analysts)
• Act as primary client point of contact for ServiceNow service delivery and escalations
• Build and maintain strong client relationships to drive satisfaction and engagement
• Plan, execute and monitor ServiceNow implementation and support projects, including schedules, budgets and risks
• Monitor service performance and SLA adherence; implement continuous improvement and quality assurance processes
• Conduct service reviews, performance reporting and proactive issue resolution
• Collaborate with cross-functional teams (IT, security, operations) and vendor partners

Requirements

• Bachelor’s degree in Computer Science, IT, Business or related field
• Minimum 10+ years in IT service delivery or project/program management
• At least 7+ years focused on ServiceNow delivery in enterprise environments
• ITIL Foundation certification (required)
• ServiceNow Certified System Administrator (CSA) (required/preferred)
• Proven leadership and people management skills with experience leading distributed teams
• Strong stakeholder and client relationship management skills
• Solid project management capability and tools proficiency
• Deep technical understanding of the ServiceNow platform and ITSM processes
• Excellent verbal and written communication skills; strong analytical and problem solving

Preferred Qualifications

• Master’s degree in related field
• Additional ServiceNow certifications (ITSM, CSM, HR, App Engine, ITOM) highly desirable
• Prior experience delivering large-scale enterprise ServiceNow programs in the UAE/GCC
• Experience working with hybrid delivery models and managed services
• Immediate availability and current residency in Abu Dhabi preferred

Benefits

• Competitive salary and benefits package
• Health insurance
• Annual leave
• End of service gratuity
• Hybrid working arrangement (office in Abu Dhabi + remote days)
• Professional development and certification support

About the Company

Discovered is a UAE-based talent and consulting firm specialising in technology and digital transformation recruitment across the MENA region. We partner with public and private sector organisations to source senior technology leaders and deliver critical programmes. This role is based in Abu Dhabi and is part of a fast-growing ServiceNow practice delivering enterprise-class solutions across ITSM, HR, CSM and platform customisations.