ITSM Program Manager

VaporVM Ltd.; Dubai; Sur place; AED 446 000 - 781 000; Plein temps

Résumé du poste

VaporVM Ltd. in Dubai invites an experienced ITSM and ISO/IEC 20000-1 professional to lead the end-to-end certification program.

You will review policies, procedures, service catalogues and SLAs to ensure alignment with the standard, and drive remediation through gap analysis and documentation updates. You will coordinate internal audits, reports and management reviews, and prepare the organization for Stage 1 and Stage 2 certifications.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or 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.
• 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.

Responsabilités

• Plan, lead and manage the ISO/IEC 20000-1 certification program end-to-end.
• Review ITSM documentation to ensure alignment with the standard.
• Evaluate ITSM processes and produce a remediation roadmap.
• Update SMS documentation: scope, policy, objectives and risk registers.
• Implement process improvements with process owners and evidence of operation.
• Run internal audits and manage corrective actions to closure.
• Prepare for Stage 1/Stage 2 audits and liaise with the certification body.

Connaissances

Gap analysis

Process design

Audit-ready documentation

Stakeholder management

ITIL 4 knowledge

English communication

Coaching & training

Facilitation

Project management

Formation

Bachelor's degree in Information Technology or Computer Science

Outils

ServiceNow

Jira Service Management

BMC Helix

Description du poste

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)
• Facilitation, coaching and training delivery