Lead - IT Service Management

Job Description:

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

Abu Dhabi, UAE | Tech Services

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

Build service management practices that people understand, use and improve. You will turn the ITSM roadmap into working processes, reliable service data and practical digital workflows that help Inception
42 deliver consistent services to colleagues and customers.

This is a hands‑on practice leadership role: you will guide implementation across teams, coach process practitioners and take responsibility for adoption and measurable improvement within your assigned remit.

Works closely with service owners, Change and Release, Application Support, Infrastructure, Product Engineering, Information Security and ITSM platform specialists.

• Lead the design and rollout of prioritised incident, request, problem, knowledge and service level practices, with clear roles, escalation paths and usable procedures.
• Translate maturity assessments and service feedback into a sequenced improvement backlog. Pilot changes, incorporate feedback and establish ownership before expanding adoption.
• Work with the Change and Release specialist to connect practices across the service lifecycle and avoid duplicated controls or disconnected handoffs.
• Translate process needs into platform requirements, workflows, service catalogue items and reporting; coordinate testing and confirm that changes work for users and fulfilment teams.
• Facilitate major incident coordination when assigned, maintaining a clear incident record, communication cadence and action ownership while technical teams restore service.
• Drive problem reviews, known-error records and corrective actions, using recurring demand and incident patterns to prioritise prevention.
• Develop service performance reporting with trustworthy definitions and data. Investigate missed commitments and help service owners agree practical improvements.
• Improve knowledge quality, self-service journeys and request automation. Measure successful fulfilment and user effort as well as adoption.
• Establish proportionate service, asset and configuration data requirements, working with accountable owners to keep critical records accurate and useful.
• Coach colleagues, run working sessions and maintain practice guidance. Address process friction and inconsistent adoption directly with the teams involved.
• Coordinate delivery across contributors and suppliers, escalating priority conflicts and risks to the Senior Manager with clear recommendations.
• Within six months, establish practice owners, baselines, workflows, and an improvement plan; implement initial platform improvements with trained teams and evidenced adoption; and track service review actions to completion.
• Within twelve months, demonstrate consistent use, measurable…