Global ITSM & AI-Driven Service Desk Leader

Cognita

Greater London

Hybrid

GBP 110,000 - 160,000

Full time

5 days ago

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Job summary

Cognita is seeking a Head of IT Service Management to own the global IT Service Desk and ITSM capabilities. You will build and scale AI-enabled service delivery, define ITIL-based policies, and drive performance improvements across a multi-region organization including safeguarding and cyber security considerations.

You will lead a distributed team, manage vendor relationships, and align ITSM with business goals while traveling to offices and schools as needed.

Qualifications

Built and led a global or multi-region IT Service Desk/ITSM function from the ground up.
Experience deploying AI, automation and self-service to transform service delivery.
Data-driven KPI/SLA/XLA definition and improvement approach.
Experience leading global, distributed teams and managing vendor relationships.

Responsibilities

Lead global Service Desk and ITSM teams; set priorities and standards.
Build an AI-enabled Service Desk with omni-channel support and major incident response.
Own Cognita's ITSM framework: ITIL-based policies and processes.
Own ITSM platform, AI and automation roadmap: virtual agents and self-service.
Set service performance standards: define KPIs, SLAs and XLAs; drive improvements.
Forge partnerships with IT and business leaders ensuring safeguarding and security compliance.