ITSM & ISO Governance Expert

Job Summary We are looking for an experienced ITSM & ISO Governance Expert to lead and support initiatives related to ISO management systems, business process management (BPM), internal and external governance, and organizational operating model improvement. The ideal candidate will have strong hands-on experience in ISO 56001:2024, ISO/IEC 42001:2023, IT Service Management (ITSM), BPM, governance frameworks, policy and procedure development, and process lifecycle management. The role will focus on assessing current practices, identifying improvement opportunities, developing and activating governance frameworks, and ensuring that policies, processes, and operational practices are aligned with organizational objectives and relevant international standards. Key Responsibilities1. ISO Standards & Compliance • Lead and support the implementation, improvement, and operationalization of ISO 56001:2024 – Innovation Management System. • Lead and support the implementation and continuous improvement of ISO/IEC 42001:2023 – Artificial Intelligence Management System (AIMS). • Assess current processes and practices against applicable ISO requirements and identify gaps and improvement opportunities. • Develop and maintain ISO-related policies, procedures, controls, documentation, and supporting evidence. • Support internal assessments, readiness activities, audits, corrective actions, and continuous improvement initiatives. • Ensure that ISO requirements are effectively translated into practical business and operational processes. 2. Business Process Management (BPM) • Develop, review, and improve business processes, policies, procedures, and operating models. • Establish standardized approaches for process documentation, ownership, approval, implementation, and continuous improvement. • Support the complete process lifecycle, from design and documentation through implementation, monitoring, review, and optimization. • Identify process gaps, inefficiencies, duplication, and governance issues and recommend practical improvements. • Develop process maps, workflows, SOPs, policies, procedures, RACI matrices, and process documentation. • Establish appropriate KPIs and performance measures to monitor process effectiveness. 3. Internal Governance Improvement & Activation • Assess the existing internal governance framework and identify areas for improvement. • Develop and enhance governance policies, frameworks, procedures, roles, responsibilities, and decision-making mechanisms. • Support the activation and implementation of governance frameworks, ensuring they are embedded into day-to-day operations. • Establish clear ownership, accountability, escalation mechanisms, and approval authorities. • Develop governance dashboards, KPIs, reporting mechanisms, and continuous improvement plans. • Work closely with business and functional stakeholders to ensure governance requirements are understood and effectively adopted. 4. External Governance Improvement & Activation • Assess and improve governance mechanisms related to external stakeholders, partners, suppliers, and service providers. • Develop appropriate policies, procedures, controls, and governance mechanisms for external engagements. • Establish clear roles, responsibilities, service expectations, escalation paths, and performance monitoring mechanisms. • Support the activation and ongoing monitoring of external governance frameworks. • Ensure external governance practices are aligned with organizational policies, contractual requirements, and applicable standards. 5. CMO Improvement & Activation • Assess and improve the existing CMO governance and operating model. • Review current CMO processes, policies, responsibilities, workflows, and performance mechanisms. • Identify gaps and opportunities to improve CMO effectiveness, governance, and operational maturity. • Develop and implement standardized processes, controls, KPIs, and governance mechanisms. • Support the activation and adoption of the improved CMO framework across relevant stakeholders. • Monitor implementation progress and recommend continuous improvements. 6. ITSM & Operational Governance • Support the development and improvement of IT Service Management (ITSM) processes and governance. • Review and optimize service management processes, workflows, controls, and operational procedures. • Ensure alignment between ITSM processes, organizational governance, risk management, and compliance requirements. • Establish and monitor service management KPIs and operational performance indicators. • Promote continuous improvement and service maturity across IT operations. Required Skills & Experience • 7+ years of experience in ITSM, governance, business process management, ISO implementation, compliance, or related fields. • Strong hands-on experience with ISO 56001:2024 and innovation management systems. • Strong hands-on experience with ISO/IEC 42001:2023 and AI management systems. • Strong knowledge of Business Process Management (BPM) and process lifecycle management. • Proven experience developing policies, procedures, SOPs, process maps, workflows, and operating models. • Strong experience in governance framework development, improvement, and activation. • Experience assessing organizational maturity and implementing governance and process improvements. • Strong understanding of IT Service Management (ITSM) principles and practices. • Experience with internal and external governance frameworks and stakeholder management. • Strong understanding of risk, compliance, controls, accountability, and decision-making structures. • Excellent analytical, documentation, problem-solving, and communication skills. • Ability to work with senior stakeholders and translate strategic requirements into practical operational processes. Preferred Qualifications • ISO 56001 Lead Implementer / Lead Auditor certification. • ISO/IEC 42001 Lead Implementer / Lead Auditor certification. • ITIL certification. • BPM or process management certification. • Experience with ISO 9001, ISO 27001, ISO 20000, or other relevant management system standards. • Experience with governance, risk, and compliance (GRC) frameworks. • Experience in organizational transformation, operating model design, or process maturity improvement. • Experience working with large organizations or complex multi-stakeholder environments. • Knowledge of process management and governance tools such as ARIS, Signavio, Visio, or equivalent platforms. Key Competencies • ISO Management Systems • IT Service Management (ITSM) • ISO 56001:2024 • ISO/IEC 42001:2023 • Business Process Management (BPM) • Governance Frameworks • Policy & Procedure Development • Process Lifecycle Management • Operating Model Development • Internal & External Governance • Risk & Compliance • Process Optimization • Continuous Improvement • Stakeholder Management • Audit & Compliance Readiness

7+ years of experience in ITSM, governance, business process management, ISO implementation, compliance, or related fields. Strong hands-on experience with ISO 56001:2024 and innovation management systems. Strong hands-on experience with ISO/IEC 42001:2023 and AI management systems. Strong knowledge of BPM and process lifecycle management. Proven experience developing policies, procedures, SOPs, process maps, workflows, and operating models. Strong experience in governance framework development, improvement, and activation. Experience assessing organizational maturity and implementing governance and process improvements. Strong understanding of IT Service Management (ITSM) principles and practices. Experience with internal and external governance frameworks and stakeholder management. Strong understanding of risk, compliance, controls, accountability, and decision-making structures.

Key Responsibilities: 1) ISO Standards & Compliance – Lead and support the implementation, improvement, and operationalization of ISO 56001:2024 – Innovation Management System; Lead and support the implementation and continuous improvement of ISO/IEC 42001:2023 – Artificial Intelligence Management System (AIMS); Assess current processes and practices against applicable ISO requirements and identify gaps and improvement opportunities; Develop and maintain ISO-related policies, procedures, controls, documentation, and supporting evidence; Support internal assessments, readiness activities, audits, corrective actions, and continuous improvement initiatives; Ensure that ISO requirements are effectively translated into practical business and operational processes. 2) Business Process Management (BPM) – Develop, review, and improve business processes, policies, procedures, and operating models; Establish standardized approaches for process documentation, ownership, approval, implementation, and continuous improvement; Support the complete process lifecycle, from design and documentation through implementation, monitoring, review, and optimization; Identify process gaps, inefficiencies, duplication, and governance issues and recommend practical improvements; Develop process maps, workflows, SOPs, policies, procedures, RACI matrices, and process documentation; Establish appropriate KPIs and performance measures to monitor process effectiveness. 3) Internal Governance Improvement & Activation – Assess the existing internal governance framework and identify areas for improvement; Develop and enhance governance policies, frameworks, procedures, roles, responsibilities, and decision-making mechanisms; Support the activation and implementation of governance frameworks, ensuring they are embedded into day-to-day operations; Establish clear ownership, accountability, escalation mechanisms, and approval authorities; Develop governance dashboards, KPIs, reporting mechanisms, and continuous improvement plans; Work closely with business and functional stakeholders to ensure governance requirements are understood and effectively adopted. 4) External Governance Improvement & Activation – Assess and improve governance mechanisms related to external stakeholders, partners, suppliers, and service providers; Develop appropriate policies, procedures, controls, and governance mechanisms for external engagements; Establish clear roles, responsibilities, service expectations, escalation paths, and performance monitoring mechanisms; Support the activation and ongoing monitoring of external governance frameworks; Ensure external governance practices are aligned with organizational policies, contractual requirements, and applicable standards. 5) CMO Improvement & Activation – Assess and improve the existing CMO governance and operating model; Review current CMO processes, policies, responsibilities, workflows, and performance mechanisms; Identify gaps and opportunities to improve CMO effectiveness, governance, and operational maturity; Develop and implement standardized processes, controls, KPIs, and governance mechanisms; Support the activation and adoption of the improved CMO framework across relevant stakeholders; Monitor implementation progress and recommend continuous improvements. 6) ITSM & Operational Governance – Support the development and improvement of IT Service Management (ITSM) processes and governance; Review and optimize service management processes, workflows, controls, and operational procedures; Ensure alignment between ITSM processes, organizational governance, risk management, and compliance requirements; Establish and monitor service management KPIs and operational performance indicators; Promote continuous improvement and service maturity across IT operations.