ITSM Manager – Enterprise IT Service Management Lead

About the role

The ITSM Manager will lead the design, implementation and continuous improvement of ITIL‑based processes across InceptionAI’s AI‑driven ecosystem. This senior role is responsible for building an enterprise‑wide ITSM framework that ensures operational excellence, compliance and high‑quality service delivery.

Key responsibilities

• Establish, design and implement enterprise‑wide ITIL processes including Incident, Problem, Change, Release and Knowledge Management.
• Drive end‑to‑end ITSM transformation initiatives aligned with the organization’s technology and business vision.
• Develop and maintain ITSM policies and procedures that meet ISO and audit requirements.
• Lead ITIL awareness programs, internal trainings and enterprise roadshows to promote adoption.
• Collaborate with Engineering, Product, Security and Customer Success teams to embed ITSM principles into AI product development and delivery workflows.
• Provide leadership for continuous service improvement using measurable KPIs and governance metrics.
• Support ITSM tool selection, configuration and optimisation to meet defined process needs.
• Partner with audit and compliance stakeholders to ensure adherence to ISO 20000, ISO 27001 and related quality frameworks.

Required profile

• Minimum 15 years of overall IT experience, with at least 10 years in ITSM or ITIL leadership roles within large enterprises.
• Proven success in establishing ITSM frameworks and achieving process maturity from inception.
• Strong technical understanding of AI‑driven product development, cloud infrastructure and enterprise platforms.
• Excellent leadership, stakeholder management and communication abilities.

Required skills

• ITIL certification (v4 Managing Professional or equivalent).
• Scrum and Agile certifications.
• Microsoft Azure.
• AWS.
• Google Cloud Platform (GCP).
• ITSM tool configuration and optimisation.