ITSM Manager

About the role

Inception, a G42 company, is building AI-powered products and acts as the core intelligence layer of the G42 ecosystem. The ITSM Manager leads the design, implementation and continuous improvement of ITIL-based processes across the enterprise, establishing and maturing ITSM frameworks from the ground up so that partners, suppliers and enterprise customers receive compliant, high-quality services.

Key responsibilities

• Establish, design and implement enterprise-wide ITIL processes for Incident, Problem, Change, Release and Knowledge Management.
• Drive end-to-end ITSM transformation initiatives aligned with the organization's technology and business vision.
• Develop and maintain ITSM policies and procedures aligned with ISO and audit requirements.
• Run ITIL awareness programs, internal trainings and roadshows to promote adoption.
• Work with Engineering, Product, Security and Customer Success teams to embed ITSM principles in AI product development and delivery.
• Lead continuous service improvement through measurable KPIs and governance metrics, and influence cultural change and process standardization across global teams.
• Support ITSM tool selection, configuration and optimization, and partner with audit and compliance stakeholders on ISO 20000, ISO 27001 and other frameworks.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Business Administration or Computer Information Systems.
• Minimum 15 years of overall IT experience, with at least 10 years in ITSM or ITIL leadership roles in large enterprises.
• Proven success in setting up ITSM frameworks and reaching process maturity.
• Experience managing complex partner, supplier and customer ecosystems in a technology product organization.
• Mandatory ITIL certification (v4 Managing Professional or equivalent) and mandatory Scrum and Agile certifications; PMP or PRINCE2 optional.

Required skills

• Strong technical understanding of AI-driven product development, cloud infrastructure and enterprise platforms.
• Advanced knowledge of Microsoft Azure and cloud-based service delivery.
• Deep familiarity with ITIL Incident, Change, Release, Problem and Knowledge Management processes.
• Leadership, stakeholder management and communication skills.

What we offer

• An open, diverse and inclusive culture with a global vision.
• Learning and development through structured training programs and high-tech projects.
• A competitive remuneration package with healthcare, education support and leave benefits.