Senior Manager - IT Service Management and Digital Workspace

Inception
42, 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.inception
42.ai

Inception
42, 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
42 functions as the core intelligence layer – transforming data and compute infrastructure into real-world, applied AI solutions. Beyond its commercial endeavors, Inception
42 is committed to creating positive societal impact. For more information, please visit (Use the "Apply for this Job" box below)..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.

• 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…