Head of IT Services

Cognita Schools; United Arab Emirates; Hybrid; AED 420,000 - 600,000; Full time

Job summary

Cognita Schools seeks an experienced Head of IT Service to lead the global IT Service Desk and ITSM functions. You will shape the service model, drive efficiency and customer-centric support across international schools, students and staff.

The role reports to the Director of Technology Services and focuses on AI, automation and data-driven service management. The ideal candidate has strong ITIL expertise, multi-region leadership experience and a track record of implementing self-service

Qualifications

• Experience leading global IT Service Desk and ITSM functions in complex, international organisations.
• Strong knowledge of ITIL-based service management and data-driven performance management.
• Proven ability to implement AI, automation and self-service technologies to improve user experience.

Responsibilities

• Lead global IT Service Desk and ITSM teams to deliver high-quality, user-focused support.
• Shape and evolve Cognita’s global IT service model and governance.
• Drive service excellence through data-driven metrics, vendor management and continuous improvement.

Skills

ITIL

Leadership

Vendor management

AI

Automation

Service Desk

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

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.