ITSM Lead – ServiceNow ITSM, ITIL Process Management & Change Management

Experience Required: 8-10 Years

Location: Mississauga, ON L5N 5P9, Canada

Work Model: Hybrid (3 days per week onsite)

Primary Skill: ITSM Process Engineer

Technology: ServiceNow IT Service Management (ITSM)

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

- Solid expertise in ITSM Process Management.
- Hands-on experience managing ITIL processes:
- 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.
- Strong stakeholder management and communication skills.
- Experience with ServiceNow IT Service Management (ITSM).

📌 ITSM Lead (Mississauga)
🏢 Astra North Infoteck
📍 Mississauga