Global ITSM Lead — AI‑Driven Service Desk & ITIL Expert

Cognita Schools; Dubai; Presencial; AED 600.000 - 780.000; Jornada completa

Descripción de la vacante

Cognita Schools in Dubai is seeking a Head of IT Service Management who will own the global Service Desk and ITSM, driving AI-enabled automation and a seamless technology experience for students and staff.

Based in our Dubai office, the role leads multi-region teams, sets SLAs and XLAs, partners with senior leaders, travels for global offices, and works across time zones to ensure safeguarding and data protection compliance.

Formación

• Built and led a global IT Service Desk/ITSM function from the ground up with ITIL expertise.
• Deployed AI, automation and self-service to transform service delivery.
• Data-driven approach to defining and using KPIs, SLAs and XLAs.
• Experience leading global, distributed teams and managing vendor relationships.
• Strong stakeholder management with senior leaders and technical teams alike.
• Bachelor's degree in IT or related field and ITIL certifications.

Responsabilidades

• Lead the global Service Desk and ITSM teams, setting priorities and standards.
• Build an AI-enabled Service Desk with omni-channel support and incident response.
• Own Cognita's global ITSM framework and ITIL-based policy and maturity.
• Own the ITSM platform, AI and automation roadmap including virtual agents and self-service.
• Define KPIs, SLAs and XLAs and drive a continuous service improvement plan.
• Collaborate with IT and business leaders to ensure safeguarding, cyber security and data protection compliance.

Conocimientos

Global ITSM leadership

AI and automation deployment

KPI/SLA/XLA management

Vendor management

Stakeholder management

Educación

Bachelor's degree in information technology or related

ITIL certifications

Herramientas

GenAI tools

Descripción del empleo

Cognita Schools in Dubai is seeking a Head of IT Service Management who will own the global Service Desk and ITSM, driving AI-enabled automation and a seamless technology experience for students and staff.

Based in our Dubai office, the role leads multi-region teams, sets SLAs and XLAs, partners with senior leaders, travels for global offices, and works across time zones to ensure safeguarding and data protection compliance.