Global IT Service Leader: Head of Service Desk & ITSM

Cognita Schools; Dubai; Hybrid; AED 500,000 - 800,000; Full time

Job summary

Cognita Schools is seeking a Head of IT Service to lead and evolve the Group's IT Service Desk and ITSM globally from Dubai. You will shape a customer-centric, scalable IT service model and drive performance through data, AI and automation.

The role requires strategic leadership of multi-region teams, strong vendor relationships, and a focus on delivering reliable, user-focused technology services across international schools and staff worldwide.

Qualifications

• Bachelor's degree or equivalent in IT or a related field.
• Proven experience leading global IT Service Desk and ITSM functions.

Responsibilities

• Lead Cognita's global IT Service Desk and ITSM functions across regions.
• Drive service excellence using ITIL, AI, automation and data-driven management.
• Build high-performing teams and stakeholder relationships at all levels.
• Align IT services with multi-school operations and student/teacher needs.

Skills

ITIL service mgmt

Global leadership

People leadership

Vendor management

Data-driven mgmt

AI & automation

Stakeholder mgmt

Strategic planning

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

IT monitoring tools

Job description

Cognita Schools is seeking a Head of IT Service to lead and evolve the Group's IT Service Desk and ITSM globally from Dubai. You will shape a customer-centric, scalable IT service model and drive performance through data, AI and automation.

The role requires strategic leadership of multi-region teams, strong vendor relationships, and a focus on delivering reliable, user-focused technology services across international schools and staff worldwide.