Senior IT Service Management Lead

G42; Abu Dhabi; On-site; AED 300,000 - 520,000; Full time

Benefits offered by this job

Healthcare

Education support

Leave benefits

Job summary

Inception42, a G42 company, is seeking an ITSM Practice Lead to design and roll out prioritized incident, request, problem, knowledge and service level practices. You will guide adoption across teams, coach process practitioners and own measurable improvements within your remit.

You will work with service owners, Change and Release, app support, infrastructure, product engineering, information security and ITSM platform specialists.

Qualifications

• Substantial practical ITSM experience leading implementations or improvements across multiple teams.
• Experience taking a process from design to sustained daily use with measurable improvements.
• Strong applied ITIL knowledge and governance judgment for different services and risks.
• Hands-on translating processes into an ITSM platform (ServiceNow, Jira Service Management or ManageEngine) with workflows, testing and reporting.
• Ability to analyse service data, challenge data quality and prioritise actions.
• Confident facilitation, stakeholder communication and coaching skills; able to lead delivery through influence.

Responsibilities

• Lead the design and rollout of incident, request, problem, knowledge and service level practices with clear roles and procedures.
• Translate maturity assessments and feedback into a sequenced improvement backlog and pilot changes.
• Coordinate with Change and Release to connect practices across the service lifecycle.
• Translate process needs into platform requirements, workflows, catalog items and reporting; coordinate testing and verify usability.
• Coordinate major incident management and maintain incident records with defined ownership.
• Drive problem reviews and known-error records to prevent recurrence.
• Develop service performance reporting with trustworthy definitions and data.
• Improve knowledge quality, self-service journeys and automation; measure fulfilment and user effort.
• Define data requirements for service, asset and configuration records; ensure accuracy.
• Coach colleagues, run sessions and reduce process friction through collaboration.
• Coordinate delivery across contributors and suppliers, escalating risks with recommendations.
• Within six months establish owners, baselines and improvement plans; track actions to completion.
• Within twelve months demonstrate consistent use and measurable improvements across fulfilment, issues and performance.

Skills

ITSM leadership

Process design to adoption

ITIL knowledge

ITSM platform experience

Data analysis

Stakeholder coaching

Tools

ServiceNow

Jira Service Management

ManageEngine

Job description

Inception42, a G42 company, is seeking an ITSM Practice Lead to design and roll out prioritized incident, request, problem, knowledge and service level practices. You will guide adoption across teams, coach process practitioners and own measurable improvements within your remit.

You will work with service owners, Change and Release, app support, infrastructure, product engineering, information security and ITSM platform specialists.