ITSM Program Manager
Role Overview
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Key Skills for This Role
Full Job Posting
ITSM certification and improvement
- Plan and lead the end-to-end ISO/IEC 20000-1 certification program, including scope, timelines, budget, resources, and stakeholder reporting.
- Review ITSM policies, procedures, service catalogue, SLAs, OLAs, and supplier contracts for completeness and alignment.
- Assess incident, problem, change, request, configuration, release, deployment, service level, capacity, availability, continuity, supplier, and information security processes.
- Conduct a gap analysis against ISO/IEC 20000-1 Clauses 4–10 and create a prioritized remediation roadmap.
- Develop and maintain SMS scope, policy, objectives, risk and opportunity registers, process documents, and records.
- Work with process owners on improvements and ensure evidence of consistent operation is available.
- Run internal audits and management reviews, track corrective actions, prepare certification audits, coordinate with the certification body, and respond to findings.
- Provide staff awareness and training; define continual-improvement KPIs and reporting.
- Present monthly and quarterly reports covering process performance, SLA and KPI achievement, service trends, suppliers, and customer satisfaction.
Related management systems
- Support implementation, maintenance, and certification of ISO/IEC 27001 and ISO 22301 management systems.
- Align ITSM processes with information security controls, including incident, access, asset, configuration, change, and supplier security management.
- Contribute to security and continuity risk assessments, the Statement of Applicability, business impact analysis, and recovery objectives for IT services.
- Support development, review, and testing of service continuity, disaster recovery, and business continuity plans, and follow up on lessons learned.
- Identify integrated management-system opportunities across ISO/IEC 20000-1, ISO/IEC 27001, and ISO 22301; support related audits and corrective actions.
Qualifications and experience
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 7–10+ years of IT service management experience, including at least 3 years leading ITSM process or compliance programs.
- 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; hands-on implementation or audit experience with these standards is an advantage.
- In-depth knowledge of ISO/IEC 20000-1:2018 and ITIL 4.
- Strong experience in gap analysis, process design, and audit-ready documentation.
- Hands-on experience with an ITSM tool such as ServiceNow, Jira Service Management, or BMC Helix.
- Healthcare or government environment experience is preferred.
Preferred certifications
- ISO/IEC 20000-1 Lead Implementer and/or Lead Auditor certification.
- ISO/IEC 27001 and/or ISO 22301 Lead Implementer or Lead Auditor certification is advantageous.
- ITIL 4 Foundation; Managing Professional or Strategic Leader is preferred.
- PMP, PRINCE2, or equivalent project management certification.
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