ITSM Manager

Manager – IT Service Management (ITSM)Location: Abu Dhabi, UAEDepartment: IT Operations & Service ManagementRole OverviewThe ITSM Manager will lead the design, implementation, and continuous improvement of ITIL-based processes across the enterprise. This individual will be responsible for establishing and maturing ITSM frameworks from the ground up, ensuring operational excellence, compliance, and service quality throughout InceptionAI’s AI-driven ecosystem of partners, suppliers, and enterprise customers.Key Responsibilities- Establish, design, and implement enterprise-wide ITIL processes including Incident, Problem, Change, Release, and Knowledge Management.- Drive end-to-end ITSM transformation initiatives, ensuring integration with the organization’s technology and business vision.- Develop and maintain ITSM policies and procedures aligned with ISO and audit requirements to ensure full auditability at all times.- Champion ITIL awareness programs, internal trainings, and enterprise roadshows to promote adoption and process discipline.- Collaborate with Engineering, Product, Security, and Customer Success teams to embed ITSM principles into AI product development and delivery workflows.- Provide leadership and direction for continuous service improvement initiatives through measurable KPIs and governance metrics.- Act as a key influencer in driving cultural change and process standardization across global teams.- Support ITSM tool selection, configuration, and optimization aligned to defined process needs.- Partner with audit and compliance stakeholders to ensure adherence to ISO 20000, ISO 27001, and other quality frameworks.Required Skills and Experience- Minimum 15 years of overall IT experience, with at least 10 years in ITSM or ITIL leadership roles within large enterprise environments.- Proven success in establishing ITSM frameworks and achieving process maturity from inception.- Strong technical understanding of AI-driven product development, cloud infrastructure, and enterprise platforms.- Advanced knowledge of Microsoft Azure and cloud-based service delivery models.- Deep familiarity with ITIL processes such as Incident, Change, Release, Problem, and Knowledge Management.- Experience managing complex partner, supplier, and customer ecosystems within a technology product organization.- Excellent leadership, stakeholder management, and communication skills with the ability to influence across business and technicalCertifications- Mandatory: ITIL Certification (v4 Managing Professional or equivalent)- Mandatory: SCRUM and Agile Certifications- Optional: PMP or PRINCE2 Certification- Cloud certifications in Azure / AWS/GCP.Key Attributes- Strategic and process-driven mindset with hands-on execution capability.- Strong technical appreciation of product lifecycle, DevOps, and cloud operations.- Passionate communicator and trainer, capable of simplifying complex process concepts.- Committed to operational excellence, continuous improvement, and service quality.