Senior Manager - IT Service Management and Digital Workspace

Inception42, a G42 company, is the region’s leading innovator of AI-powered domain-specific as well as industry-agnostic products, built on a rich heritage of research and development. Within the G42 ecosystem, Inception functions as the core intelligence layer – transforming data and compute infrastructure into real-world, applied AI solutions. Beyond its commercial endeavors, Inception is committed to creating positive societal impact. For more information, please visit www.inception42.ai

Overview:

Inception42, a G42 company, is the region’s leading innovator of AI-powered domain-specific as well as industry-agnostic products, built on a rich heritage of research and development. Within the G42 ecosystem, Inception42 functions as the core intelligence layer – transforming data and compute infrastructure into real-world, applied AI solutions. Beyond its commercial endeavors, Inception42 is committed to creating positive societal impact. For more information, please visit www.inceptionai.ai

Lead the development and adoption of service management practices and the ITSM platform for internal services and customer-facing operations. Own the platform roadmap, employee service portal, self-service, knowledge, and connected workflows. Lead specialists and delivery partners, working with Engineering, Infrastructure, Application Support, Information Security, and business functions. Service owners and technical teams remain accountable for operating their services and resolving issues.

Responsibilities:

• Assess current practices and establish a phased maturity roadmap, prioritising improvements by customer impact, operational risk and delivery effort.

• Design, implement and mature incident, major incident, request, problem, change enablement, knowledge and service level management. Develop service catalogue, configuration and asset lifecycle practices in line with business priorities.

• Embed processes through clear ownership, practical procedures, configured workflows, pilots, training and regular reviews. Measure adoption and effectiveness, and address barriers with the teams doing the work.

• Establish consistent incident coordination, escalation and communication practices. Work with service owners to drive post-incident learning, root-cause actions and prevention of recurring issues.

• Build change controls proportionate to risk, with pre-authorised standard changes, clear emergency paths and targeted review of higher-risk changes. Integrate approvals and evidence into engineering workflows wherever practical.

• Agree service levels, internal operating commitments and supplier obligations. Work with Engineering and Support to define service readiness, support ownership, runbooks and handover expectations for new or changed services.

• Own the platform vision, roadmap, prioritised backlog and lifecycle, balancing business value, usability, reliability, cost and maintainability.

• Oversee configuration, integrations, testing, releases, upgrades and partner delivery. Set standards that favour maintainable configuration and reusable workflows, with clear ownership of platform health and data quality.

• Develop a coherent employee service portal, actionable service catalogue and trusted knowledge base. Make it easy to find help, request services and track progress.

• Automate high-volume journeys such as onboarding, role changes, offboarding and access or equipment requests, coordinating fulfilment and approvals across the relevant teams.

• Connect the platform with engineering, identity, monitoring and business systems to reduce duplicate entry and manual handoffs. Build reliable service and configuration data where it supports impact assessment, ownership and decisions.

• Apply automation and AI-assisted capabilities where they improve service outcomes, with appropriate access controls, data protection, quality checks and human escalation.

• Build and coach a capable team, establish clear accountabilities and manage delivery partners against agreed outcomes, quality and value.

• Use service reviews and a prioritised improvement backlog to turn operational data and user feedback into action. Report performance, risks and decisions clearly to technical teams and leadership.

• Measure service reliability, restoration and fulfilment times, recurring incidents, change outcomes, user satisfaction, self-service success and workflow adoption. Demonstrate benefits against agreed baselines.

• Partner with Information Security and assurance teams to embed proportionate controls and auditable evidence in daily workflows. Manage platform licensing and supplier performance, and contribute to budget and investment decisions.

• Within six months, agree the maturity assessment, service ownership, roadmap, and performance baseline. Put priority processes into consistent use with trained owners and service reviews, and demonstrate initial portal, knowledge, and workflow improvements.

• Within twelve months, demonstrate sustained process adoption and better fulfilment speed, recurring-incident trends, change outcomes, and user satisfaction. Increase self-service and workflow adoption, reduce manual handoffs, and maintain a reliable platform and continuous improvement cycle.

Qualifications:

• Significant progressive experience in IT service management, service delivery or service platform leadership, including leading teams and cross-functional improvement programmes.

• A demonstrable track record of personally building, institutionalising and maturing ITSM practices, with evidence of sustained adoption and measurable service improvement.

• Practical ownership of an enterprise ITSM platform such as ServiceNow, Jira Service Management or ManageEngine, covering roadmap, workflows, integrations, data quality and platform lifecycle.

• Strong applied understanding of ITIL practices and the judgement to adapt them to a fast-moving product environment. Comfortable aligning service management with Agile, DevOps and automated delivery.

• Experience designing service portals, catalogues, knowledge and automated workflows that improve the user experience and reduce manual effort.

• Sufficient technical depth to challenge workflow designs, integration approaches, access models and customisation decisions, and to work credibly with engineers and platform specialists.

• Strong analytical and change leadership skills: able to establish baselines, prioritise improvements, build stakeholder commitment and make new practices stick.

• Clear communication, sound operational judgement and experience managing suppliers and competing priorities.

• Experience in a growing software, SaaS, AI or digital product company, supporting both internal services and customer-facing operations.

• Relevant ITIL qualifications, platform certifications or service improvement training, supported by practical delivery experience.

• Experience extending service workflows into HR, Finance, Procurement or other business functions.

• Experience introducing AI-assisted support, knowledge retrieval or workflow automation with measurable benefits.

• Experience embedding service controls and supporting assurance activities in a regulated environment.

Inception42 is building AI systems designed for practical deployment at scale — across industries, infrastructure, and national-level initiatives.

If you want to work close to both advanced AI capability and real-world execution, we’d like to hear from you.