Senior ITSM Platform Leader - AI-Driven Digital Workspace

Showcify, Inc.; Abu Dhabi; Remote; AED 420,000 - 720,000; Full time

Benefits offered by this job

Healthcare

Education support

Leave benefits

Job summary

Inception42, a G42 company, seeks a senior ITSM leader to own service management across internal and customer-facing operations. You will drive a phased maturity roadmap, manage a cross‑functional team and partner with Engineering, Security and business units to deliver reliable services.

You will design and mature incident, change, knowledge and catalog processes, embedding ownership and measurable improvements while aligning with Agile and DevOps practices to enable scale.

Qualifications

• Proven track record leading ITSM or service platform teams and programs.
• Demonstrated adoption of ITIL practices with measurable improvements.
• Experience shaping roadmaps and managing cross‑functional delivery.

Responsibilities

• Lead development and adoption of ITSM practices and platform roadmap.
• Own service portal, knowledge base, and connected workflows.
• Coordinate with Engineering, Security, and business functions to deliver services.
• Define SLAs, runbooks, and governance for service readiness and support.
• Drive improvements via analytics, reviews and stakeholder engagement.

Skills

ITSM leadership

Stakeholder management

Agile/DevOps alignment

Communication

Education

ITIL certifications

Tools

ServiceNow

Jira Service Management

ManageEngine

Job description

Inception42, a G42 company, seeks a senior ITSM leader to own service management across internal and customer-facing operations. You will drive a phased maturity roadmap, manage a cross‑functional team and partner with Engineering, Security and business units to deliver reliable services.

You will design and mature incident, change, knowledge and catalog processes, embedding ownership and measurable improvements while aligning with Agile and DevOps practices to enable scale.