Head of IT Service Management

Cognita; Dubai; On-site; AED 280,000 - 420,000; Full time

Job summary

Cognita is seeking a senior leader to drive a global IT Service Desk and ITSM program, embedding AI-enabled, omnichannel support with follow-the-sun coverage. You will own the ITSM framework, oversee platform, AI, and automation roadmaps, and shape KPIs, SLAs, and XLAs to elevate performance and security posture.

Ideal candidates bring global team leadership experience, strong stakeholder influence, and ITIL certification, along with a track record deploying GenAI chatbots and workflow

Qualifications

• Experience building and leading a global or multi-region IT Service Desk or ITSM function from the ground up.
• Proven track record of deploying AI, automation, and self-service technologies like GenAI chatbots and workflow automation.
• Data-driven approach to defining and using KPIs, SLAs, and XLAs.
• Experience leading global, distributed teams and managing vendor/commercial relationships.
• Strong stakeholder management and influencing skills.

Responsibilities

• Leading global Service Desk and ITSM teams, setting priorities and standards.
• Building an AI-enabled Service Desk with omni-channel support and follow-the-sun coverage.
• Owning the global ITSM framework based on ITIL policy and process.
• Managing the ITSM platform, AI, and automation roadmap including virtual agents and self-service.
• Defining KPIs, SLAs, and XLAs to drive service performance and improvement.
• Building partnerships across IT and business leaders to ensure compliance with security and data protection requirements.

Skills

Global ITSM leadership

AI & automation

KPI/SLAs/XLAs

Vendor management

Stakeholder mgmt

Education

Bachelor's degree in IT

ITIL certifications

Tools

GenAI chatbots

Workflow automation

Job description

Responsibilities

• Leading global Service Desk and ITSM teams, setting priorities and standards
• Building an AI-enabled Service Desk with omni-channel support and follow-the-sun coverage
• Owning the global ITSM framework based on ITIL policy and process
• Managing the ITSM platform, AI, and automation roadmap including virtual agents and self-service
• Defining KPIs, SLAs, and XLAs to drive service performance and improvement
• Building partnerships across IT and business leaders to ensure compliance with security and data protection requirements

Requirements

• Experience building and leading a global or multi-region IT Service Desk or ITSM function from the ground up
• Proven track record of deploying AI, automation, and self-service technologies like GenAI chatbots and workflow automation
• Data-driven approach to defining and using KPIs, SLAs, and XLAs
• Experience leading global, distributed teams and managing vendor/commercial relationships
• Strong stakeholder management and influencing skills
• Bachelor's degree in IT or a related discipline, or equivalent experience
• ITIL certifications

About the Company

Cognita is a global leader in independent education, serving more than 100,000 students across 90 schools in 20 countries. Their mission is to create an environment where everyone can thrive in a rapidly evolving world.