ITSM Lead

Role Overview

We are looking for a seasoned ITSM Lead to oversee and manage ITIL-based service management processes, with a particular emphasis on Change Management oversight and leading the Change Advisory Board (CAB). The successful candidate will ensure adherence to policies, improve operational efficiency, and foster ongoing service enhancements aligned with ITIL methodologies.

Key Duties

• Lead and administer ITIL processes such as Incident, Problem, Change, Service Request, Knowledge, Major Incident, and Service Level Management.
• Guarantee compliance with organizational standards and conduct regular process audits and maturity evaluations.
• Champion continual improvement efforts within ITSM frameworks.
• Manage the entire Change Management lifecycle, focusing on risk, impact, urgency, and business criticality assessment.
• Ensure all change requests are properly documented, analyzed, authorized, tested, executed, and formally closed.
• Maintain adherence to company policies, regulatory demands, and auditing standards.
• Coordinate and lead CAB meetings, engaging stakeholders from technical teams, business units, and leadership, ensuring appropriate attendance and participation.
• Record all CAB outcomes, including decisions, actions, approvals, and exceptions.

Skills & Expertise Required

• Extensive knowledge of ITSM and ITIL service management processes and principles.
• Hands-on experience with Incident, Problem, Change, Service Request, Knowledge, Major Incident, and Service Level Management processes.
• Proven capability in Change Management governance and facilitation of CAB meetings.
• Familiarity with compliance, audit processes, and regulatory frameworks relevant to ITSM.
• Excellent communication and stakeholder management abilities.
• Experience working with ServiceNow ITSM platform.