Role Summary

- We are seeking an experienced ITSM Lead to lead and govern ITIL-based service management processes, with a strong focus on Change Management Governance and Change Advisory Board (CAB) Management.
- The ideal candidate will drive process compliance, operational excellence, and continuous service improvement while ensuring alignment with organizational policies and ITIL best practices.

Key Responsibilities ITSM Process Management

- Lead and govern ITIL processes, including:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Knowledge Management
- Major Incident Management
- Service Level Management

- Ensure process compliance and adherence to organizational policies.
- Conduct periodic process reviews and maturity assessments.
- Drive continuous improvement initiatives across ITSM processes.

Change Management Governance

- Own and manage the end-to-end IT Change Management process in alignment with ITIL best practices.
- Review, assess, and classify change requests based on:
- Risk
- Impact
- Urgency
- Business Criticality

- Ensure all changes are properly documented, evaluated, tested, approved, implemented, and closed.




- Maintain compliance with organizational policies, regulatory requirements, and audit standards.

Change Advisory Board (CAB) Management

- Organize, facilitate, and lead Change Advisory Board (CAB) meetings.
- Coordinate with stakeholders, technical teams, business units, and leadership to review and approve change activities.
- Ensure appropriate representation and participation in CAB discussions.
- Document CAB decisions, actions, approvals, and exceptions.

Required Skills

- Strong expertise in ITSM Process Management.
- Hands-on experience managing ITIL processes, including:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Knowledge Management
- Major Incident Management
- Service Level Management

- Extensive experience with Change Management Governance.
- Experience leading and facilitating CAB meetings.
- Knowledge of compliance, audit, and regulatory requirements.
- Solid stakeholder management and communication skills.
- Experience with ServiceNow IT Service Management (ITSM).

📌 ITSM Lead (Toronto)
🏢 J&M Group
📍 Toronto