Senior IT Service Management Consultant

وصف الوظيفة

متطلبات الوظيفة

ISO 20000 Implementation & Compliance:

• Develop, implement, and maintain IT Service Management (ITSM) frameworks aligned with ISO 20000 standards.
• Design and document policies, processes, and procedures to ensure compliance with ISO/IEC 20000 requirements.
• Conduct gap analysis to identify non-compliance areas and provide corrective actions.
• Ensure continuous improvement of service management processes in line with ITIL best practices.

Audit & Certification Support:

• Conduct internal audits to assess the organization's readiness for ISO 20000 certification.
• Assist organizations in preparing for external certification audits.
• Develop and execute corrective action plans to address audit findings and compliance gaps.
• Maintain documentation for audit readiness and regulatory compliance.

IT Operations & Process Management:

• Oversee and optimize ITSM processes, including incident, problem, change, and service level management.
• Ensure alignment between IT service operations and business objectives.
• Monitor IT performance metrics to improve service quality and efficiency.
• Collaborate with stakeholders to implement IT governance best practices.

Business Process Management (BPM) & IT Governance:

• Develop and optimize Business Process Management (BPM) frameworks to enhance operational efficiency.
• Implement process automation and improvement strategies to streamline IT service workflows.
• Design and implement IT governance structures aligned with industry standards.
• Ensure compliance with IT governance best practices, including ISO 38500.

Consulting & Client Engagement:

• Provide expert advisory services to clients on ISO 20000 compliance and best practices.
• Conduct workshops and training sessions to educate teams on IT service management principles.
• Develop tailored service improvement plans for clients to enhance IT service maturity.
• Act as a subject matter expert (SME) on IT service governance, BPM, and compliance.

Required Skills & Qualifications:

Technical and Knowledge-Based Skills

• Strong understanding of ISO/IEC 20000, ITIL, and ITSM frameworks.
• Expertise in Business Process Management (BPM) and process optimization.
• Experience in policy and procedure development for IT service management.
• Expertise in internal auditing, compliance monitoring, and risk assessment.
• Familiarity with service management tools (e.g., ServiceNow, BMC Remedy, Jira ITSM, ManageEngine).
• Strong knowledge of IT governance frameworks such as ISO 38500 and COBIT.
• Knowledge of IT infrastructure and operations, including cloud and hybrid environments.

Analytical and Problem-Solving Skills

• Ability to assess IT service management maturity and recommend improvements.
• Strong research and analytical skills to ensure compliance with evolving standards.
• Capability to develop and track key performance indicators (KPIs) for IT services.

Communication and Interpersonal Skills

• Excellent verbal and written communication skills for policy documentation and training.
• Ability to engage with stakeholders across different levels of an organization.
• Experience in client consulting, translating business needs into ITSM solutions.

Qualifications and Professional Certifications

• Bachelor’s degree in IT, Business Administration, or a related field.
• 5+ years of experience in IT service management, governance, or compliance.
• Prior experience in an ISO 20000 implementation or consulting role.
• Preferred Certifications:

• ISO/IEC 20000 Lead Implementer or Lead Auditor
• ITIL Foundation (or higher levels)
• COBIT, PMP, or other relevant governance certifications
• ISO 38500 Lead Implementer (preferred)

وظائف مشابهة