ITSM Manager (Inception42)

Inception, a G42 company, is the region\u2019s 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 \u2013 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.inceptionai.ai 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. - Establish, design, and implement enterprise-wide ITIL processes including Incident, Problem, Change, Release, and Knowledge Management.\u00A0 - Drive end-to-end ITSM transformation initiatives, ensuring integration with the organization\u2019s technology and business vision.\u00A0 - Develop and maintain ITSM policies and procedures aligned with ISO and audit requirements to ensure full auditability at all times.\u00A0 - Champion ITIL awareness programs, internal trainings, and enterprise roadshows to promote adoption and process discipline.\u00A0 - Collaborate with Engineering, Product, Security, and Customer Success teams to embed ITSM principles into AI product development and delivery workflows.\u00A0 - Provide leadership and direction for continuous service improvement initiatives through measurable KPIs and governance metrics.\u00A0 - Act as a key influencer in driving cultural change and process standardization across global teams.\u00A0 - Support ITSM tool selection, configuration, and optimization aligned to defined process needs.\u00A0 - Partner with audit and compliance stakeholders to ensure adherence to ISO 20000, ISO 27001, and other quality frameworks.\u00A0 - 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.\u00A0 - Proven success in establishing ITSM frameworks and achieving process maturity from inception.\u00A0 - Strong technical understanding of AI-driven product development, cloud infrastructure, and enterprise platforms.\u00A0 - Advanced knowledge of Microsoft Azure and cloud-based service delivery models.\u00A0 - Deep familiarity with ITIL processes such as Incident, Change, Release, Problem, and Knowledge Management.\u00A0 - Experience managing complex partner, supplier, and customer ecosystems within a technology product organization.\u00A0 - Excellent leadership, stakeholder management, and communication skills with the ability to influence across business and technical - Mandatory: ITIL Certification (v4 Managing Professional or equivalent)\u00A0 - Strategic and process-driven mindset with hands-on execution capability.\u00A0 - Strong technical appreciation of product lifecycle, DevOps, and cloud operations.\u00A0 - Passionate communicator and trainer, capable of simplifying complex process concepts.\u00A0 - Committed to operational excellence, continuous improvement, and service quality.