Head of IT Service Management
منذ 14 ساعات
Dubai, الإمارات العربية المتحدة
Cognita
دوام كامل
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Responsibilities
- Leading global Service Desk and ITSM teams, setting priorities and standards
- Building an AI-enabled Service Desk with omni-channel support and follow-the-sun coverage
- Owning the global ITSM framework based on ITIL policy and process
- Managing the ITSM platform, AI, and automation roadmap including virtual agents and self-service
- Defining KPIs, SLAs, and XLAs to drive service performance and improvement
- Building partnerships across IT and business leaders to ensure compliance with security and data protection requirements
Requirements
- Experience building and leading a global or multi-region IT Service Desk or ITSM function from the ground up
- Proven track record of deploying AI, automation, and self-service technologies like GenAI chatbots and workflow automation
- Data-driven approach to defining and using KPIs, SLAs, and XLAs
- Experience leading global, distributed teams and managing vendor/commercial relationships
- Strong stakeholder management and influencing skills
- Bachelor's degree in IT or a related discipline, or equivalent experience
- ITIL certifications
About the Company
Cognita is a global leader in independent education, serving more than 100,000 students across 90 schools in 20 countries. Their mission is to create an environment where everyone can thrive in a rapidly evolving world.