Senior ITSM & ITIL Transformation Lead

Inception42; Abu Dhabi; On-site; AED 360,000 - 540,000; Full time

Benefits offered by this job

Healthcare

Education support

Leave benefits

Job summary

Inception, a G42 company, seeks an ITSM Manager to lead the design, implementation, and continuous improvement of ITIL-based processes across the enterprise. You will establish and mature ITSM frameworks from the ground up, ensuring operational excellence and auditability within Inception’s AI-driven ecosystem.

You will collaborate with Engineering, Product, Security, and Customer Success to embed ITSM into product development and delivery, drive improvements with KPIs, and champion ITIL

Qualifications

• Bachelor degree required in CS/IT/Business Admin or CIS.
• Min 15 years IT experience with 10+ years in ITSM leadership.
• Proven ability to establish ITIL frameworks from scratch.
• Strong cloud and enterprise platform knowledge.
• Experience working with partners and large ecosystems.

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.

Skills

ITIL leadership

Cloud infrastructure

Stakeholder management

Change/Release management

Training and coaching

Education

Bachelor in Computer Science or related field

Tools

Azure

ITSM tools

ISO 20000 knowledge

Job description

Inception, a G42 company, seeks an ITSM Manager to lead the design, implementation, and continuous improvement of ITIL-based processes across the enterprise. You will establish and mature ITSM frameworks from the ground up, ensuring operational excellence and auditability within Inception’s AI-driven ecosystem.

You will collaborate with Engineering, Product, Security, and Customer Success to embed ITSM into product development and delivery, drive improvements with KPIs, and champion ITIL