ITSM Manager

Inception42; Abu Dhabi; On-site; AED 400,000 - 700,000; Full time

Job summary

Inception42 is seeking an ITSM Manager to lead the design, implementation, and continuous improvement of ITIL-based processes across the enterprise. You will mature ITSM frameworks within InceptionAI’s AI-driven ecosystem, ensuring operational excellence, compliance, and service quality.

You will collaborate with Engineering, Product, Security, and Customer Success teams to embed ITSM into product development and delivery workflows, and drive KPI-driven governance across global teams.

Qualifications

• Minimum 15 years in IT with at least 10 years in ITSM/ITIL leadership in large enterprises.
• Proven ability to mature ITSM frameworks from inception.
• Strong Azure and cloud infrastructure knowledge.
• Experience with ISO 20000, ISO 27001 audits and compliance.
• Excellent leadership, stakeholder management, and communication skills.

Responsibilities

• Establish and implement enterprise ITIL processes including Incident, Problem, Change, Release, and Knowledge Management.
• Drive end-to-end ITSM transformation aligned with tech and business vision.
• Develop ITSM policies aligned with ISO and audit requirements for full auditability.
• Champion ITIL awareness programs, trainings, and enterprise roadshows.
• Collaborate with Engineering, Product, Security, and Customer Success to embed ITSM in AI delivery workflows.
• Provide leadership for continuous service improvement via KPIs and governance metrics.
• Influence global teams to standardize processes and drive cultural change.
• Support ITSM tool selection, configuration, and optimization.
• Partner with audit/compliance teams to ensure adherence to quality frameworks.

Skills

ITIL leadership

Cloud knowledge

Azure expertise

Stakeholder management

Communication

Product lifecycle

DevOps

Audit readiness

Leadership

Tools

ITSM tools

Job description

Department: IT Operations & Service Management

Role Overview

The ITSM Manager will lead the design, implementation, and continuous improvement of ITIL-based processes across the enterprise. This individual will be responsible for establishing and maturing ITSM frameworks from the ground up, ensuring operational excellence, compliance, and service quality throughout InceptionAI’s AI-driven ecosystem of partners, suppliers, and enterprise customers.

Key Responsibilities

• Establish, design, and implement enterprise-wide ITIL processes including Incident, Problem, Change, Release, and Knowledge Management.
• Drive end-to-end ITSM transformation initiatives, ensuring integration with the organization’s technology and business vision.
• Develop and maintain ITSM policies and procedures aligned with ISO and audit requirements to ensure full auditability at all times.
• Champion ITIL awareness programs, internal trainings, and enterprise roadshows to promote adoption and process discipline.
• Collaborate with Engineering, Product, Security, and Customer Success teams to embed ITSM principles into AI product development and delivery workflows.
• Provide leadership and direction for continuous service improvement initiatives through measurable KPIs and governance metrics.
• Act as a key influencer in driving cultural change and process standardization across global teams.
• Support ITSM tool selection, configuration, and optimization aligned to defined process needs.
• Partner with audit and compliance stakeholders to ensure adherence to ISO 20000, ISO 27001, and other quality frameworks.

Required Skills and Experience

• Minimum 15 years of overall IT experience, with at least 10 years in ITSM or ITIL leadership roles within large enterprise environments.
• Proven success in establishing ITSM frameworks and achieving process maturity from inception.
• Strong technical understanding of AI-driven product development, cloud infrastructure, and enterprise platforms.
• Advanced knowledge of Microsoft Azure and cloud-based service delivery models.
• Deep familiarity with ITIL processes such as Incident, Change, Release, Problem, and Knowledge Management.
• Experience managing complex partner, supplier, and customer ecosystems within a technology product organization.
• Excellent leadership, stakeholder management, and communication skills with the ability to influence across business and technical

Certifications

• Mandatory: ITIL Certification (v4 Managing Professional or equivalent)
• Mandatory: SCRUM and Agile Certifications
• Optional: PMP or PRINCE2 Certification
• Cloud certifications in Azure / AWS/GCP.

Key Attributes

• Strategic and process-driven mindset with hands-on execution capability.
• Strong technical appreciation of product lifecycle, DevOps, and cloud operations.
• Passionate communicator and trainer, capable of simplifying complex process concepts.
• Committed to operational excellence, continuous improvement, and service quality.