Head of IT Service Management

International School Ho Chi Minh City; Greater London; Hybrid; GBP 110,000 - 160,000; Full time

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.

Skills

Global service desk

ITIL/ITSM expertise

AI/automation in ITSM

KPI/SLAs/XLA management

Vendor/commercial management

Stakeholder influence

Team leadership (global)

Education

Bachelor's degree in information technology or related

ITIL certifications

Job description

This isn't a generalist leadership role. We're not looking for broad IT leadership experience with service management as a side note — we want someone who's built and scaled a global Service Desk and ITSM function from the ground up, lives in SLAs, XLAs and ITIL, and is excited by using AI to strip friction out of support. If that's you, we'd like to hear from you.

If your experience is mostly applications, infrastructure, projects or general IT leadership with ITSM as a supporting piece, this isn't the role for you.

About Cognita:

Cognita is a global leader in independent education. Founded in 2004, we are a growing community of 90 schools in 20 countries - in Europe, North America, Latin America, Asia and the Middle East - serving more than 100,000 students. Each of our schools are proudly unique, however our collective purpose is to create an environment where everyone can, "Thrive in a rapidly evolving world".

About the Role:

Every school, student and colleague at Cognita depends on flawless technology experience. As Head of IT Service Management, you'll own that experience worldwide - leading our global IT Service Desk and building the ITSM capabilities that keep it running, backed by AI and automation.

What you'll be doing

• Leadingour global Service Desk and ITSM teams - setting priorities andstandards, and building a high-performing, customer-obsessed culture
• Buildingan AI-enabled Service Desk - omni-channel support, follow-the-suncoverage, vendor management and major incident response
• OwningCognita's global ITSM framework - ITIL-based policy, process andservice management maturity across technology teams
• Owningthe ITSM platform, AI and automation roadmap - virtual agents,self-service, predictive insight and proactive monitoring
• Settingthe standard for service performance - defining KPIs, SLAs and XLAs,and driving a service improvement plan that tackles underperformance
• Buildingpartnerships across IT and business leaders - ensuring IT servicepractices meet safeguarding, cyber security, data protection andregulatory requirement

What You’ll Bring:

• Builtand led a global or multi-region IT Service Desk and/or ITSM function fromthe ground up, with deep, hands-on ITIL/ITSM expertise - not just adjacentIT leadership experience
• Atrack record of deploying AI, automation and self-service - virtualagents, GenAI chatbots, workflow automation - to transform servicedelivery and improve efficiency
• Aconfident, data-driven approach to defining and using KPIs, SLAs and XLAsto drive continuous improvement
• Experienceleading and developing global, distributed teams, and managing vendor andcommercial relationships, including tendering and negotiation
• Strongstakeholder management and influencing skills, with credibility amongsenior leaders and technical teams alike
• Abachelor's degree in information technology or a related discipline (orequivalent experience), plus ITIL certifications

Working Arrangement:

This role is based inour London Office, typically four days a week. You'll work flexibly across timezones to support a global team, and you'll travel internationally to officesand schools when needed. You'll also need flexibility to work outside standardhours during major incidents or critical service events.

Cognita Schools is committed to safeguarding and promoting the welfare of children and young people. We expect all staff and volunteers to share this commitment. All appointments are subject to safer recruitment checks, including an enhanced DBS check. Our Safeguarding and Child Protection Policy is available on the school website. Details on Recruitment of Ex-Offenders is included within the Application Guidance.

We are an equal opportunities employer committed to diversity and treating all employees with dignity and respect regardless of background.

Early applications are encouraged, we reserve the right to interview and appoint prior to closing date for the right applicant.

We understand the value of AI tools and recognise the benefits they can offer to people who may need support with their writing. However, please be aware that we are increasingly rejecting CVs, expressions of interest and applications where the use of AI has resulted in content that feels generic, lacks personality or is indistinguishable from other submissions.

By using your own words, experiences and ideas to demonstrate your motivation for applying and your alignment with the role, you will give yourself the best opportunity to stand out in a highly competitive field.