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 Robust 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).

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📌 ITSM Lead (Ontario)
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