Job Description

Key Responsibilities: Plan, schedule, and conduct internal/external audits for ITSM and QMS frameworks (ISO 20000, ISO 9001, ITIL). Evaluate IT service management processes, including Incident, Problem, Change, and Service Level Management, ensuring compliance with ITIL/ISO 20000. Assess quality management processes, ensuring adherence to ISO 9001 and continuous improvement initiatives. Experience in internal/external audits, risk assessments, and compliance reviews. Identify non-conformities, risks, and gaps, and provide recommendations for corrective/preventive actions. Support certification and recertification audits for ISO 20000, ISO 9001, and other ITSM/QMS standards. Collaborate with process owners to enhance ITSM and QMS processes. Monitor Key Performance Indicators / Objectives (KPIs) and Service Level Agreements (SLAs) to assess service quality. Provide audit reports with findings, risk assessments, and improvement recommendations. Ensure IT governance, compliance, and alignment with industry best practices. Conduct training sessions and awareness programs on ITSM and QMS compliance requirements. Skills & Qualifications: Education : Bachelors degree in computer science, Information Technology, or related field. Mid-Level 3-5 years of experience in ITSM, QMS auditing or related frameworks. Prior experience working with auditing or consulting firms is a plus. Hands-on experience with audit methodologies, compliance frameworks, and ITSM tools (ServiceNow, JIRA, BMC Remedy, etc.). Strong knowledge of ITIL, ISO 9001, ISO 20000, risk management, and process improvement methodologies. Certifications (Preferred): ISO 20000 Lead Auditor/Implementer ISO 9001 Lead Auditor/Implementer ITIL v4 Foundation or higher