مدير تسليم خدمات ServiceNow

ServiceNow Delivery Manager – Riyadh, Saudi Arabia

Do you take pride in delivering world-class project execution and exceptional customer service? Do you inspire your team to go the extra mile for the best possible outcomes? Then you might be the leader we're looking for!

What will you do?

As a ServiceNow Delivery Manager, you will be jointly responsible (with the Commercial Account Lead) for leading a delivery team in our Riyadh entity. Your team will serve a defined set of strategic customers and operate within a specific business unit. As a senior leader within Plat4mation, you will also contribute to developing and implementing company-wide delivery standards, continuously improving operations beyond your own team.

You lead by example, are a role model for our Core Values, and are hands-on when needed. In this role, you will also support, guide, and steer pre-sales efforts while maintaining strong relationships with clients and your team.

Approximately 50% of your time will be spent in customer-facing roles as a project manager, consultant, or success advisor, ensuring high-quality outcomes and client satisfaction. You will balance project success, employee well-being, and business goals to drive sustainable performance.

Key Responsibilities

Scheduling & Chargeability

• Own the resource planning for team members and project allocations.
• Oversee project scheduling and internal task alignment.
• Drive and monitor utilization (billable vs non-billable) and ensure optimal chargeability.
• Match project demand with available delivery capacity.

Delivery & Operations

• Lead the delivery of ServiceNow services and solutions to assigned customers.
• Proactively prevent, manage, and resolve delivery challenges.
• Execute and ensure alignment with tactical and operational policies.
• Collaborate closely with strategic and HR stakeholders to provide regular input.
• Manage, coach, and provide day-to-day guidance to your team.

Objectives & KPI’s

• Define, track, and optimize key performance indicators (KPIs).
• Ensure the achievement of operational, financial, and development goals for the team.
• Monitor service quality to meet short- and long-term organizational and client expectations.

Team & Knowledge Building

• Foster a learning culture and encourage professional growth.
• Enhance team performance and quality of deliverables.
• Promote team engagement through events and team-building initiatives.
• Encourage knowledge sharing and innovation within the team.
• Drive the performance management cycle for team members.
• Champion a positive, collaborative, and high-performance work environment.

What We Ask

• Bachelor’s or Master’s degree in a relevant field.
• Minimum of 6 years in a leadership or team management role in IT Services or Consulting.
• Strong experience managing complex projects or workstreams, including ServiceNow delivery.
• Proven track record in pre-sales support and customer engagement.
• Experience working with KPIs, financials, and professional services operations.
• Strong analytical, communication, and interpersonal skills.
• Hands-on, collaborative leadership style with a solution-driven mindset.
• Fluent in English; Arabic is a strong plus.
• Proficiency in tools such as MS Excel; familiarity with ServiceNow platform is highly preferred.
• Located in or willing to relocate to Riyadh, Saudi Arabia.

What’s in it for you

• Competitive salary
• Bonus based on company performance
• A modern, flexible and multicultural workplace at an innovative and global company
• Ambitious and kind colleagues from all over the world
• A challenging position with lots of room to grow

About Plat4mation

We are a global pure-play ServiceNow partner that makes work flow. Our goal is to boost workforce productivity and happiness by implementing solutions that provide great experiences and ensure work flows intelligently across and between organizations. Furthermore, we future-proof our solutions by enabling our customers to continually measure and improve performance.

Besides offering world-class ServiceNow Implementation and Managed Services, we provide thought leadership to strategically guide our customers to take full advantage of all ServiceNow capabilities. Our award-winning ServiceNow Application Development Services ensure we can transform any business need into a powerful digital business application.