Global Head of IT Services — AI-Driven ITSM & Service Desk

Cognita Asia Holdings Pte Ltd; Dubai; Hybrid; AED 600,000 - 1,000,000; Full time

Job summary

Cognita Asia Holdings Pte Ltd in Dubai seeks an experienced Head of IT Service to lead the global IT Service Desk and ITSM functions, shaping a customer-focused, data-driven service model for schools, students and colleagues worldwide.

Reporting to the Director of Technology Services, you will drive ITIL governance, implement AI and automation, build high-performing teams, and partner with stakeholders to deliver reliable, scalable technology services at scale.

Qualifications

• Experience leading global IT Service Desk/ITSM in complex international organisations.
• Strong ITIL-based governance and service-management capabilities.
• Proven ability to drive AI/automation initiatives to improve user experience.

Responsibilities

• Lead delivery and continuous improvement of Cognita's global IT Service Desk and ITSM.
• Shape a customer-centric, data-driven service model across schools and staff worldwide.
• Develop high-performing teams and manage vendor relationships at scale.
• Drive service excellence using ITIL, AI, automation and metrics.

Skills

ITIL expertise

Leadership

Global program management

Vendor management

AI and automation

Job description

Cognita Asia Holdings Pte Ltd in Dubai seeks an experienced Head of IT Service to lead the global IT Service Desk and ITSM functions, shaping a customer-focused, data-driven service model for schools, students and colleagues worldwide.

Reporting to the Director of Technology Services, you will drive ITIL governance, implement AI and automation, build high-performing teams, and partner with stakeholders to deliver reliable, scalable technology services at scale.