ITSM Manager

Department: IT Operations & Service Management

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 AI’s AI-driven ecosystem of partners, suppliers, and enterprise customers.

• 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.

• 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

• Mandatory: ITIL Certification (v4 Managing Professional or equivalent)
• Mandatory: SCRUM and Agile Certifications
• Optional: PMP or PRINCE2 Certification
• Cloud certifications in Azure / AWS/GCP.

• Strategic and process-driven mindset with hands-on execution capability.
• Strong technical appreciation of product lifecycle, Dev Ops, and cloud operations.
• Passionate communicator and trainer, capable of simplifying complex process concepts.
• Committed to operational excellence, continuous improvement, and service quality.