Lead IT Service Management

About the role

Inception42, a G42 company, is seeking a Lead for IT Service Management to design and roll out incident, request, problem, knowledge and service level practices. You will translate the ITSM roadmap into practical processes, reliable data and digital workflows that support consistent service delivery.

Key responsibilities

• Lead design and rollout of prioritized ITSM practices with clear roles, escalation paths and procedures.
• Translate maturity assessments and feedback into a sequenced improvement backlog and pilot changes.
• Collaborate with Change and Release specialists to align practices across the service lifecycle.
• Convert process needs into platform requirements, workflows, catalogue items and reporting, and coordinate testing.
• Facilitate major incident coordination, maintain incident records and communication cadence.
• Drive problem reviews, known‑error records and corrective actions based on incident patterns.
• Develop service performance reporting, investigate missed commitments and recommend improvements.
• Improve knowledge quality, self‑service journeys and request automation, measuring fulfilment and adoption.
• Establish and maintain accurate service, asset and configuration data with owners.
• Coach colleagues, run working sessions and provide practice guidance.

Required profile

• Extensive practical ITSM experience, leading implementation or improvement of multiple service management practices.
• Proven ability to take processes from design to sustained daily use with measurable service quality improvements.
• Strong applied ITIL knowledge and sound judgement on governance levels.
• Hands‑on experience translating processes into an ITSM platform such as ServiceNow, Jira Service Management or ManageEngine.
• Analytical skills to assess service data, challenge data quality and set clear priorities.
• Excellent facilitation, stakeholder communication and coaching abilities.

Required skills

• ServiceNow
• Jira Service Management
• ManageEngine
• ITIL
• ITSM platform configuration (workflows, testing, reporting)

What we offer

• Open, diverse and inclusive culture encouraging personal growth.
• Outstanding learning, development and growth opportunities via structured training.
• Competitive remuneration package with healthcare, education support, leave benefits and more.