Head of IT Service Management

Cognita Schools; Dubai; Hybrid; AED 500,000 - 900,000; Full time

Job summary

Cognita Schools seeks a senior leader to own and scale its global IT Service Management. The role oversees the global Service Desk and ITSM capabilities, driving AI and automation to streamline support across time zones.

The ideal candidate has hands-on ITIL/ITSM expertise, led multi-region teams, and excelled at vendor management and continuous improvement, with a focus on safeguarding and data protection.

Qualifications

• Must have built and scaled a global IT Service Desk/ITSM function from the ground up.
• Proven track record deploying AI, automation and self-service to transform service delivery.
• Data-driven approach to defining and using KPIs, SLAs and XLAs for improvement.
• Experience leading global, distributed teams and managing vendor relationships.
• Strong stakeholder management with credibility among senior leaders and technical teams.
• Bachelor’s degree in IT (or related) with ITIL certifications.

Responsibilities

• Lead our 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 policy development.
• Drive ITSM platform, AI and automation roadmap, including virtual agents and self-service.
• Define service performance standards with KPIs, SLAs and XLAs and drive improvements.
• Align IT service practices with safeguarding, cyber security, data protection and regulatory requirements.

Skills

ITSM leadership

AI & automation

KPI governance

Global team leadership

Stakeholder management

ITIL certified

Education

Bachelor’s degree in IT or related field

ITIL certifications

Job description

Job Description

This isn't a generalist leadership role. We're not looking for broad IT leadership experience with service management as a side note — we want someone who's built and scaled a global Service Desk and ITSM function from the ground up, lives in SLAs, XLAs and ITIL, and is excited by using AI to strip friction out of support. If that's you, we'd like to hear from you.

About Cognita

Cognita is a global leader in independent education. Founded in 2004, we are a growing community of 90 schools in 20 countries - in Europe, North America, Latin America, Asia and the Middle East - serving more than 100,000 students. Each of our schools are proudly unique, however our collective purpose is to create an environment where everyone can, "Thrive in a rapidly evolving world".

About the Role

Every school, student and colleague at Cognita depends on a flawless technology experience. As Head of IT Service Management, you'll own that experience worldwide - leading our global IT Service Desk and building the ITSM capabilities that keep it running, backed by AI and automation.

What you'll be doing

• Leading our global Service Desk and ITSM teams - setting priorities and standards, and building a high-performing, customer-obsessed culture
• Building an AI-enabled Service Desk - omni-channel support, follow-the-sun coverage, vendor management and major incident response
• Owning Cognita's global ITSM framework - ITIL-based policy, process and service management maturity across technology teams
• Owning the ITSM platform, AI and automation roadmap - virtual agents, self-service, predictive insight and proactive monitoring
• Setting the standard for service performance - defining KPIs, SLAs and XLAs, and driving a service improvement plan that tackles underperformance
• Building partnerships across IT and business leaders - ensuring IT service practices meet safeguarding, cyber security, data protection and regulatory requirement

What You’ll Bring

• Built and led a global or multi-region IT Service Desk and/or ITSM function from the ground up, with deep, hands-on ITIL/ITSM expertise - not just adjacent IT leadership experience
• A track record of deploying AI, automation and self-service - virtual agents, GenAI chatbots, workflow automation - to transform service delivery and improve efficiency
• A confident, data-driven approach to defining and using KPIs, SLAs and XLAs to drive continuous improvement
• Experience leading and developing global, distributed teams, and managing vendor and commercial relationships, including tendering and negotiation
• Strong stakeholder management and influencing skills, with credibility among senior leaders and technical teams alike
• A bachelor's degree in information technology or a related discipline (or equivalent experience), plus ITIL certifications

Working Arrangement

This role is based in our Dubai office, typically four days a week. You'll work flexibly across time zones to support a global team, and you'll travel internationally to offices and schools when needed. You'll also need flexibility to work outside standard hours during major incidents or critical service events.

Closing Date for Applications: Sunday 11th October 2026.

Cognita Schools is committed to safeguarding and promoting the welfare of children and young people. We expect all staff and volunteers to share this commitment. All appointments are subject to safer recruitment checks, including an enhanced DBS check. Our Safeguarding and Child Protection Policy is available on the school website. Details on Recruitment of Ex-Offenders is included within the Application Guidance.

We are an equal opportunities employer committed to diversity and treating all employees with dignity and respect regardless of background.

Early applications are encouraged, we reserve the right to interview and appoint prior to closing date for the right applicant.