Global ITSM Leader: AI-Driven Service Desk & SLAs

Cognita; Greater London; Hybrid; GBP 120,000 - 170,000; Full time

Job summary

Cognita is seeking a Head of IT Service Management to own the global IT Service Desk and ITSM capabilities, driven by AI and automation.

You will build scalable ITSM across multiple regions, define KPIs, SLAs, and XLAs, and ensure safeguarding, cyber security and compliance are embedded in service delivery. This role is based in London with travel and flexible time zones supporting a worldwide team.

Qualifications

• Hands-on ITIL/ITSM expertise and global scale experience.
• Proven track record in AI-enabled service delivery and self-service.
• Data-driven approach to KPIs, SLAs, and XLAs to drive improvement.
• Experience leading global, distributed teams and managing vendors.

Responsibilities

• Lead the global IT Service Desk and ITSM teams and set priorities.
• Build an AI-enabled Service Desk with omni-channel support and incident response.
• Own Cognita's ITSM framework and maturity across technology teams.
• Own ITSM platform, AI roadmap, and proactive monitoring.
• Define service performance KPIs, SLAs, XLAs, and drive improvement.

Skills

Global ITSM Lead

AI & Automation

KPI/SLA/XLA Management

Vendor & Stakeholder Mgmt

ITIL Certifications

Education

Bachelor's degree in IT or related

ITIL certifications

Tools

ITSM platforms

GenAI chatbots

Workflow automation

Job description

Cognita is seeking a Head of IT Service Management to own the global IT Service Desk and ITSM capabilities, driven by AI and automation.

You will build scalable ITSM across multiple regions, define KPIs, SLAs, and XLAs, and ensure safeguarding, cyber security and compliance are embedded in service delivery. This role is based in London with travel and flexible time zones supporting a worldwide team.