ServiceNow Platform Managed Services AD / Director - Managed Services
- دبي
- دائم
- دوام كامل
- Service Delivery & Governance
- Lead and manage the end-to-end ServiceNow managed services engagement.
- Ensure consistent achievement of client SLAs and KPIs across incidents, requests, changes, and enhancements.
- Establish and maintain robust governance and reporting frameworks with the client.
- Experience in managing a hybrid operations team onsite and offshore.
- Platform Management
- Oversee ServiceNow platform operations, ensuring high availability, resilience, and compliance.
- Lead release management, upgrades, and patching cycles while minimizing service disruption.
- Ensure adherence to ServiceNow best practices, security standards, and compliance requirements.
- Customer Success & Relationship Management
- Act as the primary point of contact for client stakeholders on platform performance and service delivery.
- Drive customer satisfaction (CSAT) through proactive communication, service quality, and issue resolution.
- Build and maintain strong executive-level client relationships.
- Continuous Improvement & Innovation
- Define and execute a continuous improvement roadmap focused on efficiency, automation, and AI enablement.
- Identify, design, and implement agentic use cases to enhance end-user and support team productivity.
- Leverage analytics and insights to improve processes and reduce operational costs.
- Team Leadership
- Lead and mentor the ServiceNow managed services team, fostering a high-performance and client-centric culture.
- Collaborate with cross-functional teams (e.g., Cloud, Data, Security, SAP,) to deliver integrated services.
- 12- 15 years of IT service delivery/managed services experience, with at least 5 years focused on ServiceNow platform leadership.
- Strong understanding of ServiceNow modules including ITSM, ITOM, HRSD, and platform capabilities.
- Proven track record in managing SLAs, KPIs, governance frameworks, and client success.
- Hands-on experience in release management, upgrades, and platform optimization.
- Familiarity with automation frameworks, AI/ML integrations, and GenAI/agentic use cases.
- Strong stakeholder management, executive communication, and problem-solving skills.
- ITIL certification required; ServiceNow certifications preferred.
- Client-focused mindset with a drive to exceed expectations.
- Strategic thinker with a strong execution focus.
- Passionate about leveraging automation and AI for service excellence.
- Strong leadership, influencing, and team development skills.