Senior Manager - IT Service Management and Digital Workspace (AI)

Location: Abu Dhabi, Abu Dhabi, United Arab Emirates

Company

Inception42, a hirify.global company, develops AI-powered domain-specific and industry-agnostic products for practical deployment across industries, infrastructure, and national-level initiatives.

What you will do

• Lead the development, adoption, and maturity of IT service management practices for internal services and customer-facing operations.
• Own the ITSM platform vision, roadmap, backlog, lifecycle, configuration, integrations, testing, releases, upgrades, data quality, and platform health.
• Design and mature incident, major incident, request, problem, change enablement, knowledge, service level, service catalogue, configuration, and asset lifecycle practices.
• Develop employee service portals, self-service capabilities, knowledge bases, service readiness standards, runbooks, and handover expectations.
• Automate onboarding, role changes, offboarding, access, equipment, approvals, and fulfilment workflows, integrating the platform with engineering, identity, monitoring, and business systems.
• Build and coach a team, manage delivery partners and suppliers, establish controls, measure performance, and report service reliability, fulfilment, adoption, risks, and improvement outcomes.

Requirements

• Significant progressive experience in IT service management, service delivery, or service platform leadership, including leading teams and cross-functional improvement programmes.
• Demonstrable experience personally building, institutionalising, and maturing ITSM practices with sustained adoption and measurable service improvement.
• Practical ownership of an enterprise ITSM platform such as ServiceNow, Jira Service Management, or ManageEngine, including roadmap, workflows, integrations, data quality, and platform lifecycle.
• Strong applied understanding of ITIL practices and the ability to adapt them to a fast-moving product environment while aligning service management with Agile, DevOps, and automated delivery.
• Experience designing service portals, catalogues, knowledge systems, and automated workflows that improve 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, including establishing baselines, prioritising improvements, building stakeholder commitment, and embedding new practices.
• Clear communication, sound operational judgement, and experience managing suppliers and competing priorities.

Nice to have

• 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.

Culture & Benefits

• Open, diverse, and inclusive environment with a global vision and focus on industry-first innovation.
• Structured training programmes, learning and development opportunities, and high-tech projects.
• Competitive remuneration package with healthcare, education support, leave benefits, and additional perks.