Senior Manager – IT Service Management & Digital Workspace

About the role

Lead the development and adoption of IT service management practices and the ITSM platform for internal and customer‑facing services at Inception42, a G42 company. You will own the platform roadmap, employee service portal, self‑service, knowledge base and connected workflows while guiding specialists and delivery partners.

Key responsibilities

• Assess current practices, create a phased maturity roadmap and design incident, problem, change and service level management processes.
• Own the platform vision, backlog and lifecycle, overseeing configuration, integrations, testing, releases and partner delivery.
• Develop an employee service portal, actionable catalogue and trusted knowledge base, automating high‑volume journeys such as onboarding and access requests.
• Embed automation and AI‑assisted capabilities, ensure data protection, and measure adoption, reliability and user satisfaction.
• Build and coach a capable team, manage suppliers and contribute to budget and investment decisions.

Required profile

• Significant progressive experience in IT service management, service delivery or platform leadership, with a proven record of building and maturing ITSM practices.
• Strong analytical and change leadership skills, able to establish baselines, prioritize improvements and drive stakeholder commitment.
• Experience working with cross‑functional teams such as Engineering, Infrastructure, Application Support and Information Security.

Required skills

• Enterprise ITSM platforms – ServiceNow, Jira Service Management or ManageEngine.
• ITIL framework and its adaptation to Agile/DevOps environments.
• Automation, AI‑assisted support, workflow design and integration.
• Technical depth to evaluate workflow designs, integration approaches and customisation decisions.