Senior Manager - IT Service Management and Digital Workspace (Inception42)

Inception42, 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.inception42.ai Inception42, 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, Inception42 functions as the core intelligence layer \u2013 transforming data and compute infrastructure into real-world, applied AI solutions. Beyond its commercial endeavors, Inception42 is committed to creating positive societal impact. For more information, please visit www.inceptionai.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. \u2022 Assess current practices and establish a phased maturity roadmap, prioritising improvements by customer impact, operational risk and delivery effort. \u2022 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. \u2022 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. \u2022 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. \u2022 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. \u2022 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. \u2022 Own the platform vision, roadmap, prioritised backlog and lifecycle, balancing business value, usability, reliability, cost and maintainability. \u2022 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. \u2022 Develop a coherent employee service portal, actionable service catalogue and trusted knowledge base. Make it easy to find help, request services and track progress. \u2022 Automate high-volume journeys such as onboarding, role changes, offboarding and access or equipment requests, coordinating fulfilment and approvals across the relevant teams. \u2022 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. \u2022 Apply automation and AI-assisted capabilities where they improve service outcomes, with appropriate access controls, data protection, quality checks and human escalation. \u2022 Build and coach a capable team, establish clear accountabilities and manage delivery partners against agreed outcomes, quality and value. \u2022 Use service reviews and a prioritised improvement backlog to turn operational data and user feedback into action. Report performance, risks and decisions clearly to technical teams and leadership. \u2022 Measure service reliability, restoration and fulfilment times, recurring incidents, change outcomes, user satisfaction, self-service success and workflow adoption. Demonstrate benefits against agreed baselines. \u2022 Partner with Information Security and assurance teams to embed proportionate controls and auditable evidence in daily workflows. Manage platform licensing and supplier performance, and contribute to budget and investment decisions. \u2022 Within six months, agree the maturity assessment, service ownership, roadmap, and performance baseline. Put priority processes into consistent use with trained owners and service reviews, and demonstrate init