JOB SUMMARY

The Service Quality and Improvement Analyst (ITIL Coordinator) is responsible for coordinating the implementation and compliance of ISO/IEC 20000:2018 IT Service Management standards. This includes managing internal and external audits, tracking corrective actions, and ensuring continuous service improvement. The role supports the Service Management team in maintaining ITIL-aligned service quality processes, analyzing performance metrics, and driving quality initiatives.

JOB DUTIES & RESPONSIBILITIES

The Service Quality and Improvement Analyst (ITIL Coordinator) is the Coordinator on ITIL ISO/IEC 20000: 2018 IT Service Management.

ISO/IEC 20000: 2018 IT Service Management

• Coordinate the ISO/IEC 20000: 2018 IT Service Management (ITSMS ISO 20000:2018).
• As the coordinator, you will work alongside your lead, the Service Management and Service Owner teams to ensure the compliancy of ISO 20000:2018 is met and in...