Senior Manager - IT Service Management And Digital Workspace

Inception42; Abu Dhabi; Remote; AED 240,000 - 420,000; Full time

Benefits offered by this job

Healthcare

Education support

Leave benefits

Career development

Job summary

Inception42, a G42 company, is seeking a senior ITSM Platform Leader to drive the development and adoption of IT service management across internal and customer-facing operations in Abu Dhabi. You will own the platform roadmap, service catalog, self-service, knowledge base and automated workflows.

You will lead specialists, delivery partners and collaborate with Engineering, Infrastructure and Information Security to deliver measurable improvements in service reliability, incident response and

Qualifications

• Significant progressive experience in IT service management and service platform leadership.
• Proven track record of institutionalising ITSM practices with measurable improvements.
• Ownership of an enterprise ITSM platform such as ServiceNow or Jira Service Management.
• Strong ITIL knowledge and ability to adapt to agile environments.
• Experience designing service portals, catalogs and automated workflows.
• Technical depth to challenge workflow designs and integrations.
• Excellent analytical, change leadership and stakeholder management skills.
• Clear communication and ability to manage suppliers and competing priorities.

Responsibilities

• Assess current ITSM practices and define a phased maturity roadmap.
• Design and mature incident, change, knowledge and service level management.
• Embed processes with ownership, procedures, workflows, training and reviews.
• Establish incident coordination, escalation and post-incident learning.
• Oversee platform integrations, releases and upgrades ensuring data quality.
• Own platform vision, backlog and lifecycle with business value focus.
• Lead a team and partner with delivery partners to achieve outcomes.
• Report performance, risks and decisions to leadership.

Skills

ITSM Leadership

Service Delivery

Cross-functional Leadership

ITIL

Stakeholder Management

ServiceNow/Jira

Automation & AI

Tools

ServiceNow

Jira Service Management

ManageEngine

Job description

Job Description:

Inception42, a G42 company, is the region’s leading innovator of AI-powered domain-specific as well as industry-agnostic products, built on a rich heritage of research and development. Within the G42 ecosystem, Inception functions as the core intelligence layer - transforming data and compute infrastructure into real-world, applied AI solutions. Beyond its commercial endeavors, Inception is committed to creating positive societal impact. For more information, please visit www.inception42.ai

Overview:

Inception42, a G42 company, is the region’s leading innovator of AI-powered domain-specific as well as industry-agnostic products, built on a rich heritage of research and development. Within the G42 ecosystem, Inception42 functions as the core intelligence layer - transforming data and compute infrastructure into real-world, applied AI solutions. Beyond its commercial endeavors, Inception42 is committed to creating positive societal impact. For more information, please visit www.inceptionai.ai

Overview

Lead the development and adoption of service management practices and the ITSM platform for internal services and customer-facing operations. Own the platform roadmap, employee service portal, self-service, knowledge, and connected workflows. Lead specialists and delivery partners, working with Engineering, Infrastructure, Application Support, Information Security, and business functions. Service owners and technical teams remain accountable for operating their services and resolving issues.

Responsibilities:

What You’ll Own

• Assess current practices and establish a phased maturity roadmap, prioritising improvements by customer impact, operational risk and delivery effort.
• Design, implement and mature incident, major incident, request, problem, change enablement, knowledge and service level management. Develop service catalogue, configuration and asset lifecycle practices in line with business priorities.
• Embed processes through clear ownership, practical procedures, configured workflows, pilots, training and regular reviews. Measure adoption and effectiveness, and address barriers with the teams doing the work.
• Establish consistent incident coordination, escalation and communication practices. Work with service owners to drive post-incident learning, root-cause actions and prevention of recurring issues.
• Build change controls proportionate to risk, with pre-authorised standard changes, clear emergency paths and targeted review of higher-risk changes. Integrate approvals and evidence into engineering workflows wherever practical.
• Agree service levels, internal operating commitments and supplier obligations. Work with Engineering and Support to define service readiness, support ownership, runbooks and handover expectations for new or changed services.
• Own the platform vision, roadmap, prioritised backlog and lifecycle, balancing business value, usability, reliability, cost and maintainability.
• Oversee configuration, integrations, testing, releases, upgrades and partner delivery. Set standards that favour maintainable configuration and reusable workflows, with clear ownership of platform health and data quality.
• Develop a coherent employee service portal, actionable service catalogue and trusted knowledge base. Make it easy to find help, request services and track progress.
• Automate high-volume journeys such as onboarding, role changes, offboarding and access or equipment requests, coordinating fulfilment and approvals across the relevant teams.
• Connect the platform with engineering, identity, monitoring and business systems to reduce duplicate entry and manual handoffs. Build reliable service and configuration data where it supports impact assessment, ownership and decisions.
• Apply automation and AI-assisted capabilities where they improve service outcomes, with appropriate access controls, data protection, quality checks and human escalation.
• Build and coach a capable team, establish clear accountabilities and manage delivery partners against agreed outcomes, quality and value.
• Use service reviews and a prioritised improvement backlog to turn operational data and user feedback into action. Report performance, risks and decisions clearly to technical teams and leadership.
• Measure service reliability, restoration and fulfilment times, recurring incidents, change outcomes, user satisfaction, self-service success and workflow adoption. Demonstrate benefits against agreed baselines.
• Partner with Information Security and assurance teams to embed proportionate controls and auditable evidence in daily workflows. Manage platform licensing and supplier performance, and contribute to budget and investment decisions.
• Within six months, agree the maturity assessment, service ownership, roadmap, and performance baseline. Put priority processes into consistent use with trained owners and service reviews, and demonstrate initial portal, knowledge, and workflow improvements.
• Within twelve months, demonstrate sustained process adoption and better fulfilment speed, recurring-incident trends, change outcomes, and user satisfaction. Increase self-service and workflow adoption, reduce manual handoffs, and maintain a reliable platform and continuous improvement cycle.

Qualifications:

What We’re Looking For

• Significant progressive experience in IT service management, service delivery or service platform leadership, including leading teams and cross-functional improvement programmes.
• A demonstrable track record of personally building, institutionalising and maturing ITSM practices, with evidence of sustained adoption and measurable service improvement.
• Practical ownership of an enterprise ITSM platform such as ServiceNow, Jira Service Management or ManageEngine, covering roadmap, workflows, integrations, data quality and platform lifecycle.
• Strong applied understanding of ITIL practices and the judgement to adapt them to a fast-moving product environment. Comfortable aligning service management with Agile, DevOps and automated delivery.
• Experience designing service portals, catalogues, knowledge and automated workflows that improve the user experience and reduce manual effort.
• Sufficient technical depth to challenge workflow designs, integration approaches, access models and customisation decisions, and to work credibly with engineers and platform specialists.
• Strong analytical and change leadership skills: able to establish baselines, prioritise improvements, build stakeholder commitment and make new practices stick.
• Clear communication, sound operational judgement and experience managing suppliers and competing priorities.

Nice to Have

• Experience in a growing software, SaaS, AI or digital product company, supporting both internal services and customer-facing operations.
• Relevant ITIL qualifications, platform certifications or service improvement training, supported by practical delivery experience.
• Experience extending service workflows into HR, Finance, Procurement or other business functions.
• Experience introducing AI-assisted support, knowledge retrieval or workflow automation with measurable benefits.
• Experience embedding service controls and supporting assurance activities in a regulated environment.

Inception42 is building AI systems designed for practical deployment at scale across industries, infrastructure, and national-level initiatives.

What We Look For

If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Inception42 community.

Working At Inception42 Offers

Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.

Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.

Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.