Lead - IT Service Management

About the role

Inception42, a G42 company, is looking for a Lead for IT Service Management in Abu Dhabi. The role turns the ITSM roadmap into working processes, reliable service data and practical digital workflows that help the company deliver consistent services to colleagues and customers. It is a hands-on practice leadership position guiding implementation across teams, coaching process practitioners and driving adoption and measurable improvement.

Key responsibilities

• Lead the design and rollout of incident, request, problem, knowledge and service level practices, with clear roles, escalation paths and procedures.
• Turn maturity assessments and service feedback into an improvement backlog, pilot changes and set up ownership before wider adoption.
• Work with the Change and Release specialist to connect practices across the service lifecycle and avoid duplicated controls.
• Translate process needs into platform requirements, workflows, service catalogue items and reporting, and coordinate testing.
• Facilitate major incident coordination, drive problem reviews and known-error records, and develop service performance reporting.
• Improve knowledge quality, self-service journeys and request automation, and measure fulfilment, user effort and adoption.
• Establish service, asset and configuration data requirements and coach colleagues, run working sessions and maintain practice guidance.
• Coordinate delivery across contributors and suppliers, escalate risks to the Senior Manager, and within six months set up practice owners, baselines, workflows and an improvement plan.

Required profile

• Substantial practical ITSM experience, including implementing or improving several practices across multiple teams.
• Evidence of moving a process from design to sustained daily use with measurable improvements.
• Strong applied ITIL knowledge and sound judgement on governance levels.
• Confident facilitation, stakeholder communication and coaching skills.
• Nice to have: software or digital product company experience, Agile delivery, ITIL practice qualifications or ITSM platform certification, and service catalogue or automation experience.

Required skills

• Hands-on experience translating processes into an ITSM platform such as ServiceNow, Jira Service Management or ManageEngine, including workflows, testing and reporting.
• Ability to analyse service data and turn findings into clear priorities and actions.

What we offer

• An open, diverse and inclusive culture focused on innovation and personal growth.
• Learning and development through structured training programs and high-tech projects.
• A competitive remuneration package with healthcare, education support, leave benefits and more.