Senior/Manager, IT Service Management

Overview M42 is a global health champion powered by artificial intelligence (AI), technology and genomics to advance innovation in health for people and the planet. Headquartered in Abu Dhabi, M42 combines its specialized, state-of-the-art facilities with integrated health solutions like genomics and biobanks, and harnesses advanced technologies to deliver precise, preventive and predictive care, to disrupt traditional healthcare models and positively impact lives globally. M42 was established in 2023, following the coming together of G42 Healthcare and Mubadala Health. Since then, it has grown to more than 480 facilities in 26 countries and over 20,000 employees. M42 includes renowned healthcare providers including Cleveland Clinic Abu Dhabi, Danat Al Emarat, Diaverum, Imperial College London Diabetes Centre, Sheikh Sultan bin Zayed Hospital, and Moorfields Eye Hospital Abu Dhabi. As well as operating the Emirati Genome Program, M42 runs Abu Dhabi BioBank and Abu Dhabi Health Data Services (ADHDS), a global tech-enabled healthcare company operating Malaffi. As Senior/Manager, IT Service Management, you will be a strategic leader responsible for ensuring seamless IT support operations across our healthcare organization. You will drive service excellence, lead a high-performing team, and implement best practices that enhance clinician and staff experience while maintaining compliance with healthcare regulations. Responsibilities Design, build and manage ITSM tool Including Incident management, change management and IT Inventory management. Lead, mentor, and develop service desk teams to deliver exceptional customer service and resolving L1/L2 Electronic medical records related issues. Define and monitor SLAs and KPIs to maintain service quality and drive improvements. Act as the escalation point for complex issues, coordinating with IT teams and vendors. Drive major incidents 24/7 with swift turnaround for all issues related to patient safety and any issues impacting patient experience. Implement ITIL-based ITSM best practices and ensure compliance with healthcare regulations. Communicate incident status and performance metrics to senior stakeholders. Manage knowledge base and documentation for efficient issue resolution. Oversee IT asset lifecycle, including procurement and maintenance. Administer and maintain ManageEngine ServiceDesk application, including workflows, integrations, and security. Manage technology stack, database administration, upgrades, and performance monitoring. Qualifications 5+ years in Service management tool administration and handling major Incidents in healthcare, with 2–3 years in a leadership role (healthcare experience required). Strong technical knowledge of SQL, Webservices, API development and Integration services Proficiency with administration of ITSM tools such as ServiceNow, Remedy, or ManageEngine. ITIL Foundation certification preferred. Excellent leadership, problem-solving, and communication skills. Ability to manage multiple priorities in a fast-paced environment.