Head of IT Service Management

Responsibilities

• Leading global Service Desk and ITSM teams, setting priorities and standards
• Building an AI-enabled Service Desk with omni-channel support and follow-the-sun coverage
• Owning the global ITSM framework based on ITIL policy and process
• Managing the ITSM platform, AI, and automation roadmap including virtual agents and self-service
• Defining KPIs, SLAs, and XLAs to drive service performance and improvement
• Building partnerships across IT and business leaders to ensure compliance with security and data protection requirements

Requirements

• Experience building and leading a global or multi-region IT Service Desk or ITSM function from the ground up
• Proven track record of deploying AI, automation, and self-service technologies like GenAI chatbots and workflow automation
• Data-driven approach to defining and using KPIs, SLAs, and XLAs
• Experience leading global, distributed teams and managing vendor/commercial relationships
• Strong stakeholder management and influencing skills
• Bachelor's degree in IT or a related discipline, or equivalent experience
• ITIL certifications

About the Company

Cognita is a global leader in independent education, serving more than 100,000 students across 90 schools in 20 countries. Their mission is to create an environment where everyone can thrive in a rapidly evolving world.