AI-Driven IT Service Management Lead

Inception42; Abu Dhabi; On-site; AED 350,000 - 600,000; Full time

Benefits offered by this job

Healthcare

Education support

Leave benefits

Job summary

Inception42, a G42 company based in Abu Dhabi, seeks an ITSM practice leader to design and roll out incident, request, problem, knowledge, and service level practices. You will translate maturity assessments into actionable backlogs and coordinate with Change, Release, Application Support, Infrastructure, Product Engineering, and Information Security teams to drive adoption.

You will coach practitioners, establish baselines, workflows, and platform improvements within six to twelve months,

Qualifications

• Substantial practical ITSM experience across multiple teams.
• Proven ability to implement or improve service management practices.
• Strong ITIL knowledge and governance judgement.
• Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, ManageEngine).
• Ability to analyse service data and drive priorities.
• Confident facilitation and stakeholder coaching.

Responsibilities

• Lead the design and rollout of incident, request, problem, knowledge and service level practices with clear roles and procedures.
• Translate maturity assessments into a sequenced improvement backlog and drive adoption.
• Coordinate across Change, Release, Application Support, Infrastructure and Engineering teams.
• Translate process needs into platform requirements, workflows and reporting; test and verify changes with users.
• Facilitate major incident coordination with clear ownership and communication cadence.
• Drive problem reviews, known-error records and preventive actions.
• Develop service performance reporting with trustworthy definitions and data.
• Improve knowledge quality, self-service journeys and automation.

Skills

ITSM experience

ITIL knowledge

Stakeholder coaching

Process improvement

Data analysis

Platform knowledge

Tools

ServiceNow

Jira Service Management

ManageEngine

Job description

Inception42, a G42 company based in Abu Dhabi, seeks an ITSM practice leader to design and roll out incident, request, problem, knowledge, and service level practices. You will translate maturity assessments into actionable backlogs and coordinate with Change, Release, Application Support, Infrastructure, Product Engineering, and Information Security teams to drive adoption.

You will coach practitioners, establish baselines, workflows, and platform improvements within six to twelve months,