As a Senior ITSM Implementer (ISO 20000) at ikonmytri, you will lead the design, deployment, and continuous improvement of IT Service Management frameworks that align with ISO 20000 standards. You will collaborate closely with cross‑functional teams, including service owners, process engineers, and compliance officers, to ensure that service delivery is efficient, measurable, and continuously optimized. The role offers a dynamic environment where innovative solutions are encouraged, and you will have access to advanced tooling and training resources to deepen your expertise in ITIL, ISO 20000, and emerging service management technologies. By driving best‑practice adoption, you will directly influence the organization’s ability to deliver high‑quality, reliable IT services, enhance customer satisfaction, and support strategic business objectives.

Requirements:

• Minimum 5‑12 years of experience implementing ITSM solutions, with proven expertise in ISO 20000 and ITIL frameworks.
• Strong knowledge of service management tools such as ServiceNow, BMC Remedy, or Cherwell, and proficiency in process mapping, audit preparation, and compliance reporting.
• Excellent analytical, communication, and stakeholder‑management skills, with the ability to lead workshops and drive consensus across diverse teams.
• Relevant certifications (e.g., ISO 20000 Lead Implementer, ITIL Expert) and a track record of delivering large‑scale ITSM projects on time and within scope.

Roles and Responsibilities:

• Design, configure, and implement ITSM processes (incident, problem, change, release, and service continuity) to meet ISO 20000 requirements.
• Conduct gap analyses, develop remediation plans, and lead internal and external audits to achieve and maintain certification.
• Collaborate with service owners to define service level targets, metrics, and reporting mechanisms that drive continuous improvement.
• Provide mentorship and training to junior ITSM staff, fostering a culture of best‑practice adoption and knowledge sharing.
• Integrate ITSM tools with other enterprise systems, ensuring data consistency, automation, and streamlined workflows.
• Monitor performance dashboards, analyze trends, and recommend process enhancements to improve service quality and efficiency.
• Maintain up‑to‑date documentation of processes, policies, and procedures in alignment with ISO 20000 standards.

Budget:

• Maximum Budget: $64 per hour
• Job Type: Contract
• Experience Range: 5 to 12 years