Global ITSM Leader — AI-Driven Service Desk

Cognita Asia Holdings Pte Ltd; Dubai Emirate; On-site; AED 400,000 - 800,000; Full time

Job summary

Cognita is seeking a Head of IT Service Management to own a flawless technology experience worldwide, building and scaling a global IT Service Desk and ITSM function from the ground up, with AI and automation at the core.

You'll lead the global Service Desk, define KPI/SLAs/XLAs, manage multi-region teams and vendors, and partner with senior IT and business leaders to meet safeguarding, cyber security and regulatory requirements.

Qualifications

• Built and led a global or multi-region IT Service Desk and/or ITSM function from the ground up.
• Deploy AI, automation and self-service to transform service delivery.
• Data-driven approach to defining KPIs, SLAs and XLAs.
• Experience leading and developing global distributed teams and managing vendor relations.
• Strong stakeholder management with senior leaders and technical teams.
• Bachelor's degree in information technology or related discipline, plus ITIL certifications.

Responsibilities

• Lead global Service Desk and ITSM teams—setting priorities, standards and 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 process maturity.
• Own ITSM platform, AI and automation roadmap—virtual agents and proactive monitoring.
• Set service performance standards with KPIs, SLAs and XLAs; drive improvements.
• Build partnerships across IT and business to meet safeguarding, cyber security and regulatory requirements.

Skills

Global ITSM leadership

ITIL/ITSM expertise

AI-enabled service desk

KPI/SLA/XLA management

Stakeholder management

Education

Bachelor's degree in information technology (or related)

ITIL certifications

Tools

AI/GenAI chatbots

Workflow automation

Job description

Cognita is seeking a Head of IT Service Management to own a flawless technology experience worldwide, building and scaling a global IT Service Desk and ITSM function from the ground up, with AI and automation at the core.

You'll lead the global Service Desk, define KPI/SLAs/XLAs, manage multi-region teams and vendors, and partner with senior IT and business leaders to meet safeguarding, cyber security and regulatory requirements.