dubai, dubai emirate, United Arab Emirates Unknown Posted Today
$446,000 – $781,000
Primary Responsibilities
Plan, lead and manage the end-to-end ISO/IEC 20000-1 certification program, including scope definition, timelines, budget, resources and stakeholder reporting.
Review existing ITSM documentation, including policies, procedures, service catalogue, SLAs, OLAs and supplier contracts, to assess completeness and alignment with the standard.
Examine current service management processes (incident, problem, change, service request, configuration, release and deployment, service level, capacity, availability, continuity, supplier and information security management) to evaluate how they operate in practice.
Conduct a detailed gap analysis against ISO/IEC 20000-1 requirements (Clauses 4–10) and produce a prioritized remediation roadmap.
Update and develop the documentation required for the Service Management System (SMS), including the SMS scope, policy, objectives, risk and opportunity register, process documents and records.
Work with process owners to implement process improvements and ensure evidence of consistent operation is available.
Establish and run the internal audit program and management reviews, and track corrective actions through to closure.
Prepare company for Stage 1 and Stage 2 certification audits, coordinate with the certification body, and lead the response to any audit findings or nonconformities.
Drive awareness and training so that staff understand their roles and responsibilities within the SMS.
Define KPIs and reporting to support continual improvement and sustain certification after it is achieved.
Generate and present periodic (monthly and quarterly) service management reports covering process performance, such as KPI and SLA achievement, incident and problem trends, change success rates, request fulfilment, availability and capacity, supplier performance, and customer satisfaction, to support management reviews and informed decision-making.
Ensure alignment of the SMS with relevant company's policies and applicable UAE and Dubai Government regulatory and information security requirements.
Secondary Responsibilities
Support the implementation, maintenance and certification of the Information Security Management System (ISO/IEC 27001) and the Business Continuity Management System (ISO 22301), working closely with the Information Security and Business Continuity teams.
Align ITSM processes with ISO/IEC 27001 controls, including information security incident management, access management, asset and configuration management, change management and supplier security.
Contribute to information security and business continuity risk assessments, the Statement of Applicability, business impact analysis (BIA) and the definition of recovery objectives (RTO/RPO) for IT services.
Support the development, review and testing of IT service continuity, disaster recovery and business continuity plans, and ensure lessons learned are captured and acted upon.
Identify opportunities for an integrated management system across ISO/IEC 20000-1, ISO/IEC 27001 and ISO 22301, including shared policies, documentation, internal audits and management reviews.
Support internal and external audits for ISO/IEC 27001 and ISO 22301, including evidence preparation and follow-up of corrective actions.
Qualifications and Experience
Bachelor’s degree in Information Technology, Computer Science or a related field.
(7–10)+ years of experience in IT service management, including at least (3) years leading ITSM process or compliance programs.
Proven track record of leading at least one ISO/IEC 20000-1 implementation or certification; working knowledge of ISO/IEC 27001 and ISO 22301 is required, and hands-on implementation or audit experience with these standards is a strong advantage.
In-depth knowledge of ISO/IEC 20000-1:2018 and the ITIL 4 framework.
Strong experience in gap analysis, process design and producing clear, audit-ready documentation.
Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management or BMC Helix.
Experience in healthcare or government environments is preferred.
Preferred Certifications
ISO/IEC 20000-1 Lead Implementer and/or Lead Auditor
ISO/IEC 27001 and/or ISO 22301 Lead Implementer or Lead Auditor (advantageous)
ITIL 4 Foundation (Managing Professional or Strategic Leader preferred)
PMP, PRINCE2 or equivalent project management certification
Program and change management
Stakeholder management and ability to influence without direct authority
Analytical thinking and attention to detail
Excellent written and verbal communication in English (Arabic is an advantage)