Senior Manager – IT Service Management & Digital Workspace

About the role

Inception42, a G42 company, is seeking a senior leader to drive the development and adoption of IT service management practices and the ITSM platform for both internal services and customer‑facing operations. You will own the platform roadmap, employee service portal, self‑service, knowledge base and connected workflows while leading specialists and delivery partners across engineering, infrastructure and security.

Key responsibilities

• Assess current practices, create a phased maturity roadmap and prioritize improvements based on customer impact, operational risk and effort.
• Design, implement and mature incident, problem, change, request, knowledge and service‑level management processes.
• Own the platform vision, roadmap, backlog and lifecycle, balancing business value, usability, reliability and cost.
• Oversee configuration, integrations, testing, releases, upgrades and partner delivery, ensuring platform health and data quality.
• Develop an employee service portal, actionable catalogue and trusted knowledge base, automating high‑volume journeys such as onboarding and access requests.
• Measure adoption, service reliability, restoration times, user satisfaction and report performance to leadership.

Required profile

• Significant progressive experience in IT service management, service delivery or platform leadership, with a track record of building and maturing ITSM practices.
• Strong applied understanding of ITIL and ability to adapt it to fast‑moving product environments, aligning with Agile, DevOps and automated delivery.
• Proven ability to lead cross‑functional teams, manage suppliers and drive stakeholder commitment.

Required skills

• Enterprise ITSM platform experience (ServiceNow, Jira Service Management or ManageEngine).
• ITIL framework knowledge.
• Agile and DevOps methodologies.
• Automation and AI‑assisted workflow capabilities.