Head of IT Services

Y-Axis; Dubai; Sur place; AED 250 000 - 420 000; Plein temps

Résumé du poste

Cognita is seeking a strategic Head of IT Service to lead the delivery and continuous improvement of the group’s global IT Service Desk and ITSM. You will report to the Director of Technology Services and shape the IT service model to provide exceptional, user-focused support for schools, students, and colleagues worldwide.

As a leader of global Service Desk and ITSM teams, you will drive service excellence, performance, and innovation through ITIL best practices, AI, automation, and data-driven

Qualifications

• Extensive leadership of IT service delivery and ITSM in multinational organizations.
• Strong knowledge of ITIL best practices and service management.
• Experience driving AI automation and data-driven service improvement.

Responsabilités

• Lead global Service Desk and ITSM teams to deliver high-quality support.
• Shape the Group’s IT service model and drive improvements.
• Collaborate with stakeholders worldwide and report to the Director of Technology Services.

Connaissances

ITIL

Leadership

Global operations

Strategic planning

AI & Automation

Formation

Bachelor's degree in Information Technology or related field

Description du poste

• 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.

Responsibilities

• 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.