Head of IT Service Management & Digital Workspace

Inception42; Abu Dhabi; Remote; AED 240,000 - 420,000; Full time

Benefits offered by this job

Healthcare

Education support

Leave benefits

Career development

Job summary

Inception42, a G42 company, is seeking a senior ITSM Platform Leader to drive the development and adoption of IT service management across internal and customer-facing operations in Abu Dhabi. You will own the platform roadmap, service catalog, self-service, knowledge base and automated workflows.

You will lead specialists, delivery partners and collaborate with Engineering, Infrastructure and Information Security to deliver measurable improvements in service reliability, incident response and

Qualifications

• Significant progressive experience in IT service management and service platform leadership.
• Proven track record of institutionalising ITSM practices with measurable improvements.
• Ownership of an enterprise ITSM platform such as ServiceNow or Jira Service Management.
• Strong ITIL knowledge and ability to adapt to agile environments.
• Experience designing service portals, catalogs and automated workflows.
• Technical depth to challenge workflow designs and integrations.
• Excellent analytical, change leadership and stakeholder management skills.
• Clear communication and ability to manage suppliers and competing priorities.

Responsibilities

• Assess current ITSM practices and define a phased maturity roadmap.
• Design and mature incident, change, knowledge and service level management.
• Embed processes with ownership, procedures, workflows, training and reviews.
• Establish incident coordination, escalation and post-incident learning.
• Oversee platform integrations, releases and upgrades ensuring data quality.
• Own platform vision, backlog and lifecycle with business value focus.
• Lead a team and partner with delivery partners to achieve outcomes.
• Report performance, risks and decisions to leadership.

Skills

ITSM Leadership

Service Delivery

Cross-functional Leadership

ITIL

Stakeholder Management

ServiceNow/Jira

Automation & AI

Tools

ServiceNow

Jira Service Management

ManageEngine

Job description

Inception42, a G42 company, is seeking a senior ITSM Platform Leader to drive the development and adoption of IT service management across internal and customer-facing operations in Abu Dhabi. You will own the platform roadmap, service catalog, self-service, knowledge base and automated workflows.

You will lead specialists, delivery partners and collaborate with Engineering, Infrastructure and Information Security to deliver measurable improvements in service reliability, incident response and