IT Service Management (ITSM) Consultant

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 ResponsibilitiesLead 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.RequirementsBachelor’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 CertificationsISO/IEC 20000-1 Lead Implementer / Lead AuditorISO 27001 / ISO 22301 certificationITIL 4 FoundationPMP / PRINCE2