ITSM Manager

Inception, 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.inceptionai.ai

Overview:

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.

Responsibilities:

• 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.

Qualifications:

• 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.

• 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

Certifications

• Mandatory: ITIL Certification (v4 Managing Professional or equivalent)

• Mandatory: SCRUM and Agile Certifications

• Optional: PMP or PRINCE2 Certification

• Cloud certifications in Azure / AWS/GCP.

Key Attributes

• Strategic and process-driven mindset with hands-on execution capability.

• Strong technical appreciation of product lifecycle, DevOps, and cloud operations.

• Passionate communicator and trainer, capable of simplifying complex process concepts.

• Committed to operational excellence, continuous improvement, and service quality.

What We Look ForIf you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Inception community.What Working At Inception OffersCulture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.