Global IT Service Leader - ITSM, Desk & AI Automation

Y-Axis; Dubai; On-site; AED 250,000 - 420,000; Full time

Job summary

Cognita is seeking a strategic Head of IT Service to lead the delivery and continuous improvement of the group’s global IT Service Desk and ITSM. You will report to the Director of Technology Services and shape the IT service model to provide exceptional, user-focused support for schools, students, and colleagues worldwide.

As a leader of global Service Desk and ITSM teams, you will drive service excellence, performance, and innovation through ITIL best practices, AI, automation, and data-driven

Qualifications

• Extensive leadership of IT service delivery and ITSM in multinational organizations.
• Strong knowledge of ITIL best practices and service management.
• Experience driving AI automation and data-driven service improvement.

Responsibilities

• Lead global Service Desk and ITSM teams to deliver high-quality support.
• Shape the Group’s IT service model and drive improvements.
• Collaborate with stakeholders worldwide and report to the Director of Technology Services.

Skills

ITIL

Leadership

Global operations

Strategic planning

AI & Automation

Education

Bachelor's degree in Information Technology or related field

Job description

Cognita is seeking a strategic Head of IT Service to lead the delivery and continuous improvement of the group’s global IT Service Desk and ITSM. You will report to the Director of Technology Services and shape the IT service model to provide exceptional, user-focused support for schools, students, and colleagues worldwide.

As a leader of global Service Desk and ITSM teams, you will drive service excellence, performance, and innovation through ITIL best practices, AI, automation, and data-driven