IT Service Management (ITSM) Consultant

About the job
We are looking for an experienced ISO/IEC 20000-1 IT Service Management Consultant to lead the implementation, certification, and continual improvement of the organization’s IT Service Management System (SMS), aligned with ITIL 4, ISO 27001, and ISO 22301.

Key Responsibilities

• Lead the end-to-end ISO/IEC 20000-1 implementation and certification program.
• Conduct gap assessments and develop remediation plans against ISO/IEC 20000-1:2018.
• Develop and maintain ITSM policies, processes, procedures, SLAs, service catalogue, and SMS documentation.
• Improve key ITSM processes including Incident, Problem, Change, Service Request, Configuration, Release, Availability, Capacity, and Service Level Management.
• Lead internal audits, management reviews, corrective actions, and continual improvement activities.
• Coordinate Stage 1 and Stage 2 certification audits and closure of nonconformities.
• Define and report ITSM KPIs, SLA performance, service trends, supplier performance, and customer satisfaction.
• Ensure alignment with applicable UAE/Dubai Government requirements.
• Support ISO 27001 and ISO 22301 implementation, audits, risk assessments, BIA, DR, and business continuity activities.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field.
• 7–10+ years of ITSM experience, including 3+ years in ITSM implementation or compliance.
• Proven experience leading an ISO/IEC 20000-1 implementation or certification.
• Strong knowledge of ISO/IEC 20000-1:2018 and ITIL 4.
• Working knowledge of ISO 27001 and ISO 22301.
• Experience with ServiceNow, Jira Service Management, or BMC Helix.
• Strong experience in gap analysis, process design, documentation, and audits.
• Healthcare or government experience is preferred.

Preferred Certifications

• ISO/IEC 20000-1 Lead Implementer / Lead Auditor
• ISO 27001 / ISO 22301 certification
• ITIL 4 Foundation
• PMP / PRINCE2