Lead - IT Service Management

About the role

Inception42, a G42 company, is looking for a Lead for IT Service Management in Abu Dhabi. This is a hands-on practice leadership role: you will turn the ITSM roadmap into working processes, reliable service data and practical digital workflows that help the company deliver consistent services to colleagues and customers. You will work closely with service owners, Change and Release, Application Support, Infrastructure, Product Engineering, Information Security and ITSM platform specialists.

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 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, maintain incident records and communication cadence while technical teams restore service.
• Drive problem reviews, known-error records and corrective actions, and develop service performance reporting.
• Improve knowledge quality, self-service journeys and request automation, measuring adoption and user effort.
• 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 leading implementation or improvement of 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 for different services and risks.
• Ability to analyse service data, challenge data quality and turn findings into priorities and actions.
• Confident facilitation, stakeholder communication and coaching skills.

Required skills

• Hands-on experience translating processes into an ITSM platform such as ServiceNow, Jira Service Management or ManageEngine, including workflows, testing and reporting.
• Nice to have: experience in a software or digital product company, Agile delivery, ITIL practice qualifications or ITSM platform certifications, and experience with service catalogue design, configuration data, cross-functional workflows or service automation.

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 and leave benefits.