Head of IT Service Management

About the role

Cognita, a global education group with 90 schools in 20 countries, needs a Head of IT Service Management to own the technology experience of every school, student and colleague worldwide. The role leads the global IT Service Desk and builds the ITSM capabilities that keep it running, backed by AI and automation. It is based in the Dubai office, typically four days a week, with flexible working across time zones and international travel.

Key responsibilities

• Lead the global Service Desk and ITSM teams, set priorities and standards and build a customer-obsessed culture
• Build an AI-enabled Service Desk with omni-channel support, follow-the-sun coverage, vendor management and major incident response
• Own the global ITSM framework: ITIL-based policy, process and service management maturity across technology teams
• Own the ITSM platform, AI and automation roadmap, including virtual agents, self-service, predictive insight and proactive monitoring
• Define KPIs, SLAs and XLAs and drive a service improvement plan
• Build partnerships with IT and business leaders so services meet safeguarding, cyber security, data protection and regulatory requirements

Required profile

• Built and led a global or multi-region IT Service Desk and/or ITSM function from the ground up, with hands-on ITIL/ITSM expertise
• Track record of deploying AI, automation and self-service such as virtual agents, GenAI chatbots and workflow automation
• Data-driven approach to KPIs, SLAs and XLAs
• Experience leading global, distributed teams and managing vendor and commercial relationships, including tendering and negotiation
• Bachelor's degree in IT or a related discipline (or equivalent experience), plus ITIL certifications