Senior Manager - IT Service Management and Digital Workspace

About the role

Inception42, a G42 company, is looking for a Senior Manager to lead the development and adoption of service management practices and the ITSM platform for internal services and customer-facing operations. The role owns the platform roadmap, employee service portal, self-service, knowledge and connected workflows, and leads specialists and delivery partners while working with Engineering, Infrastructure, Application Support, Information Security and business functions.

Key responsibilities

• Assess current practices and set a phased maturity roadmap, then design and mature incident, major incident, request, problem, change enablement, knowledge and service level management.
• Build change controls, incident coordination and escalation practices, and agree service levels, operating commitments and supplier obligations.
• Own the platform vision, roadmap and lifecycle, overseeing configuration, integrations, testing, releases, upgrades and partner delivery.
• Develop an employee service portal, service catalogue and knowledge base, and automate high-volume journeys such as onboarding, role changes and offboarding.
• Connect the platform with engineering, identity, monitoring and business systems, and apply automation and AI-assisted capabilities safely.
• Build and coach a team, manage delivery partners, and report performance, risks and decisions to leadership.
• Partner with Information Security and assurance teams, manage platform licensing and supplier performance, and contribute to budget and investment decisions.

Required profile

• Significant progressive experience in IT service management, service delivery or service platform leadership, including leading teams and cross-functional improvement programmes.
• Proven track record of building, institutionalising and maturing ITSM practices with measurable service improvement.
• Experience designing service portals, catalogues, knowledge bases and automated workflows.
• Strong analytical and change leadership skills, and experience managing suppliers and competing priorities.

Required skills

• Practical ownership of an enterprise ITSM platform such as ServiceNow, Jira Service Management or ManageEngine.
• Strong applied understanding of ITIL practices, aligned with Agile, DevOps and automated delivery.
• Nice to have: experience in a growing software, SaaS, AI or digital product company, and relevant ITIL qualifications or platform certifications.