Senior IT Service Management Consultant

**Requirements**:
**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.

**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)