ITSM Manager
G42 ·
- Experience
- 10+ years
Inception, 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
Overview:
The 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 Inception's AI-driven ecosystem of partners, suppliers, and enterprise customers.
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.
Qualifications:
- Bachelor 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 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 technical
Certifications
- 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.