Head Of IT Services

Cognita Schools; Dubai; Hybrid; AED 500,000 - 800,000; Full time

Job summary

Cognita Schools is seeking a Head of IT Service to lead and evolve the Group's IT Service Desk and ITSM globally from Dubai. You will shape a customer-centric, scalable IT service model and drive performance through data, AI and automation.

The role requires strategic leadership of multi-region teams, strong vendor relationships, and a focus on delivering reliable, user-focused technology services across international schools and staff worldwide.

Qualifications

• Bachelor's degree or equivalent in IT or a related field.
• Proven experience leading global IT Service Desk and ITSM functions.

Responsibilities

• Lead Cognita's global IT Service Desk and ITSM functions across regions.
• Drive service excellence using ITIL, AI, automation and data-driven management.
• Build high-performing teams and stakeholder relationships at all levels.
• Align IT services with multi-school operations and student/teacher needs.

Skills

ITIL service mgmt

Global leadership

People leadership

Vendor management

Data-driven mgmt

AI & automation

Stakeholder mgmt

Strategic planning

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

IT monitoring tools

Job description

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

Closing Date:

The Closing Date for Applications is: 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.