Global Head of ITSM & AI-Driven Service Desk

Cognita Asia Holdings Pte Ltd; Dubai; Hybrid; AED 650,000 - 1,100,000; Full time

Job summary

Cognita seeks a Head of IT Service Management to lead the global ITSM organization, owning the Service Desk, ITIL processes and an AI-enabled support roadmap. You will drive a customer-obsessed culture, set performance standards, and partner with IT and business leaders across the globe.

You will champion AI, automation and self-service initiatives, manage vendor relationships, and ensure security, data protection and regulatory compliance while aligning with safeguarding requirements.

Qualifications

• Built and led a global or multi-region IT Service Desk and/or ITSM function from the ground up with ITIL/ITSM expertise.
• Experience deploying AI, automation and self-service to transform service delivery.
• Data-driven approach to KPIs, SLAs and XLAs to drive improvement.
• Experience leading global distributed teams and managing vendor relationships, including tendering.
• Strong stakeholder management and credibility with senior leaders.

Responsibilities

• Lead global Service Desk and ITSM teams, set priorities and standards, build a customer-obsessed culture.
• Build an AI-enabled Service Desk with omni-channel support and major incident response.
• Own Cognita's global ITSM framework, ITIL-based policy and service management maturity.
• Own ITSM platform, AI and automation roadmap with virtual agents and proactive monitoring.
• Define KPIs, SLAs and XLAs; drive service-improvement plans for underperformance.
• Foster partnerships across IT and business leaders, ensuring regulatory and security compliance.

Skills

Global ITSM leadership

AI & automation in service

KPIs, SLAs, XLAs

Vendor management

Stakeholder management

Global team leadership

Education

Bachelor's degree in IT or related field

ITIL certifications

Tools

ITIL/ITSM

AI platforms

Job description

Cognita seeks a Head of IT Service Management to lead the global ITSM organization, owning the Service Desk, ITIL processes and an AI-enabled support roadmap. You will drive a customer-obsessed culture, set performance standards, and partner with IT and business leaders across the globe.

You will champion AI, automation and self-service initiatives, manage vendor relationships, and ensure security, data protection and regulatory compliance while aligning with safeguarding requirements.