Senior ServiceNow Delivery Lead

A leading global technology & consulting organisation is expanding its Middle East ServiceNow practice and is looking for a seasoned ServiceNow 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 ServiceNow environments.

Responsibilities:

Service Delivery & Governance:

• Own the quality, performance, and outcomes of ServiceNow 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

Client & Account Leadership:

• 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

Team Leadership & Operations:

• 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

Continuous Improvement:

• 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

Requirements:

• Strong experience in ServiceNow service delivery, ideally in complex enterprise environments
• Exposure to multiple ServiceNow modules (ITSM, ITOM, CSM, etc.)
• Strong ServiceNow development experience
• Proven leadership experience managing or scaling delivery teams
• Excellent communication, stakeholder management, and escalation handling

Salt is acting as an Employment Agency in relation to this vacancy.