Role Summary
We are seeking an experienced ITSM Lead to lead and govern ITIL-based service management processes, with a solid 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
Robust 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