At a Glance
- Tasks: Lead and innovate global IT Service Desk and ITSM functions with AI-driven solutions.
- Company: Cognita, a global leader in independent education with 90 schools worldwide.
- Benefits: Flexible working arrangements, international travel opportunities, and a commitment to professional growth.
- Other info: Join a diverse team dedicated to safeguarding and promoting the welfare of students.
- Why this job: Shape the future of IT service management in a dynamic educational environment.
- Qualifications: Proven experience in building global IT Service Desks and deep ITIL/ITSM expertise required.
The predicted salary is between 63000 - 77000 £ per year.
This isn't a generalist leadership role. We're not looking for broad IT leadership experience with service management as a side note — we want someone who's built and scaled a global Service Desk and ITSM function from the ground up, lives in SLAs, XLAs and ITIL, and is excited by using AI to strip friction out of support. If that's you, we'd like to hear from you.
About Cognita:
Cognita is a global leader in independent education. Founded in 2004, we are a growing community of 90 schools in 20 countries - in Europe, North America, Latin America, Asia and the Middle East - serving more than 100,000 students. Each of our schools are proudly unique, however our collective purpose is to create an environment where everyone can, "Thrive in a rapidly evolving world".
About the Role:
Every school, student and colleague at Cognita depends on flawless technology experience. As Head of IT Service Management, you'll own that experience worldwide - leading our global IT Service Desk and building the ITSM capabilities that keep it running, backed by AI and automation.
What you'll be doing:
- Leading our global Service Desk and ITSM teams - setting priorities and standards, and building a high-performing, customer-obsessed culture
- Building an AI-enabled Service Desk - omni-channel support, follow-the-sun coverage, vendor management and major incident response
- Owning Cognita's global ITSM framework - ITIL-based policy, process and service management maturity across technology teams
- Owning the ITSM platform, AI and automation roadmap - virtual agents, self-service, predictive insight and proactive monitoring
- Setting the standard for service performance - defining KPIs, SLAs and XLAs, and driving a service improvement plan that tackles underperformance
- Building partnerships across IT and business leaders - ensuring IT service practices meet safeguarding, cyber security, data protection and regulatory requirements
What You’ll Bring:
- Built and led a global or multi-region IT Service Desk and/or ITSM function from the ground up, with deep, hands-on ITIL/ITSM expertise - not just adjacent IT leadership experience
- A track record of deploying AI, automation and self-service - virtual agents, GenAI chatbots, workflow automation - to transform service delivery and improve efficiency
- A confident, data-driven approach to defining and using KPIs, SLAs and XLAs to drive continuous improvement
- Experience leading and developing global, distributed teams, and managing vendor and commercial relationships, including tendering and negotiation
- Strong stakeholder management and influencing skills, with credibility among senior leaders and technical teams alike
- A bachelor's degree in information technology or a related discipline (or equivalent experience), plus ITIL certifications
Working Arrangement:
This role is based in our London Office, typically four days a week. You'll work flexibly across time zones to support a global team, and you'll travel internationally to offices and schools when needed. You'll also need flexibility to work outside standard hours during major incidents or critical service events.
Cognita Schools is committed to safeguarding and promoting the welfare of children and young people. We expect all staff and volunteers to share this commitment. All appointments are subject to safer recruitment checks, including an enhanced DBS check. Our Safeguarding and Child Protection Policy is available on the school website.
We are an equal opportunities employer committed to diversity and treating all employees with dignity and respect regardless of background. Early applications are encouraged, we reserve the right to interview and appoint prior to closing date for the right applicant.
We understand the value of AI tools and recognise the benefits they can offer to people who may need support with their writing. However, please be aware that we are increasingly rejecting CVs, expressions of interest and applications where the use of AI has resulted in content that feels generic, lacks personality or is indistinguishable from other submissions. By using your own words, experiences and ideas to demonstrate your motivation for applying and your alignment with the role, you will give yourself the best opportunity to stand out in a highly competitive field.
Head of IT Service Management employer: Cognita
At Glenesk Pre-Prep and Nursery School, we pride ourselves on fostering a nurturing and inclusive environment where both children and staff can thrive. As part of the Cognita family, you will benefit from competitive salaries, ongoing professional development, and a supportive work culture that values your contributions. With unique perks such as free lunches during term time and school fee discounts, joining our team means being part of a community dedicated to making a meaningful impact in early childhood education.
StudySmarter Expert Advice🤫
We think this is how you could land Head of IT Service Management
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Cognita values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Cognita might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Cognita!
✨Direct Apply to Cognita
Let's not forget to apply directly through the Cognita website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Head of IT Service Management
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Cognita.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Cognita. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Cognita
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
