Head of IT Services

About the role

We are seeking an experienced and strategic Head of IT Services to lead the delivery and continuous improvement of Cognita’s global IT Service Desk and IT Service Management (ITSM) functions. Reporting to the Director of Technology Services, you will shape the Group’s IT service model and ensure exceptional, user‑focused support for schools, students and colleagues worldwide.

Key responsibilities

• Lead and develop global Service Desk and ITSM teams, driving service excellence through ITIL best practices, AI, automation and data‑driven management.
• Design and evolve the IT service model to enhance operational efficiency and meet the diverse needs of an international school community.
• Implement self‑service technologies and performance metrics to improve user experience and service delivery.
• Manage vendor relationships and oversee the adoption of innovative technology solutions at scale.

Required profile

• Proven experience building and leading global or multi‑region IT Service Desk and ITSM functions within complex, international organisations.
• Strong commercial acumen, collaborative mindset and ability to develop high‑performing teams.
• Excellent stakeholder management skills across all organisational levels.

Required skills

• ITIL‑based service management expertise.