ITSM Lead

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. Strong stakeholder management and communication skills. Experience with ServiceNow IT Service Management (ITSM).

Lead and govern ITIL-based service management processes with a primary focus on Change Management Governance and CAB facilitation. Drive process compliance, operational excellence, and continuous service improvement across the organization.

Requires extensive experience in ITSM process management and hands-on expertise with ITIL frameworks and ServiceNow. Candidates must be proficient in leading Change Advisory Board meetings and managing stakeholder communications.

Identified from the job description. Confirm important requirements above.

• ITSM Process Management
• ITIL
• Change Management Governance
• CAB Management
• Incident Management
• Problem Management
• Service Request Management
• Knowledge Management
• Major Incident Management
• Service Level Management
• ServiceNow
• Stakeholder Management
• Compliance
• Audit
• Regulatory Requirements
• Communication Skills

• Technology
• Management & Leadership
• Consulting
• Software
• Customer Service & Support

Minimum experience

5+ years

Apply by

Jan 25, 2027

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level

Application method

Direct apply is available