Head of IT Services

Cognita Asia Holdings Pte Ltd; Dubai; On-site; AED 600,000 - 1,000,000; Full time

Job summary

Cognita Asia Holdings Pte Ltd in Dubai seeks an experienced Head of IT Service to lead the global IT Service Desk and ITSM functions, shaping a customer-focused, data-driven service model for schools, students and colleagues worldwide.

Reporting to the Director of Technology Services, you will drive ITIL governance, implement AI and automation, build high-performing teams, and partner with stakeholders to deliver reliable, scalable technology services at scale.

Qualifications

• Experience leading global IT Service Desk/ITSM in complex international organisations.
• Strong ITIL-based governance and service-management capabilities.
• Proven ability to drive AI/automation initiatives to improve user experience.

Responsibilities

• Lead delivery and continuous improvement of Cognita's global IT Service Desk and ITSM.
• Shape a customer-centric, data-driven service model across schools and staff worldwide.
• Develop high-performing teams and manage vendor relationships at scale.
• Drive service excellence using ITIL, AI, automation and metrics.

Skills

ITIL expertise

Leadership

Global program management

Vendor management

AI and automation

Job description

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

We are seeking an experienced and strategic Head of IT Service to lead the delivery and continuous improvement of Cognita’s global IT Service Desk and IT Service Management (ITSM) functions. Reporting to the Director of Technology Services, you will be responsible for shaping and evolving the Group’s IT service model, ensuring exceptional, user-focused support for schools, students, and colleagues worldwide. Leading global Service Desk and ITSM teams, you will drive service excellence, performance, and innovation through the effective use of ITIL best practices, AI, automation, and data-driven service management. This is a high-impact leadership role, focused on building a customer-centric service culture, enhancing operational efficiency, and ensuring technology services consistently meet the needs of a diverse international school community.

Who We Are Looking For

We are looking for a customer-focused and strategic IT service leader with experience building and leading global or multi-region IT Service Desk and ITSM functions within complex, international organisations. You will bring strong expertise in ITIL-based service management, alongside a proven track record of implementing AI, automation, and self-service technologies to enhance user experience and operational efficiency. The successful candidate will be an accomplished people leader, with the ability to develop high-performing teams, drive service excellence through data-led performance management, and build strong relationships with stakeholders at all levels. Commercially astute and highly collaborative, you will possess excellent vendor management skills and a passion for delivering innovative, user-centric technology services at scale.

Working Arrangement

4 days per week in Dubai office, 1 day working from home

The Closing Date for Applications is: Sunday 11th October 2026.

Safeguarding

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.

Equality and Diversity

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.