About the role
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).
About J&M Group
At J&M Group, we are the strategic partner for businesses ready to redefine their future. We specialize in delivering integrated, intelligent solutions that drive growth, efficiency, and competitive advantage in a rapidly evolving digital world.
Our expertise is built at the intersection of deep industry knowledge and cutting-edge technology. We help clients navigate complexity, not just by solving today's challenges, but by anticipating tomorrow's opportunities.
Our core service pillars include:
Technology & Digital Transformation: We build the robust, scalable technology foundations—including cloud migration, custom software, and data architecture—that power modern enterprises and enable seamless AI integration.
AI & Intelligent Automation: We turn artificial intelligence into your competitive advantage. Our services range from Generative AI and predictive analytics to process automation, designed to unlock new levels of productivity, personalization, and insight.
Strategic Consulting: We serve as an extension of your leadership team, delivering data-driven strategies for operational excellence, market expansion, and sustainable growth, ensuring your business model is future-proof.
Managed Services: We offer reliable, end-to-end management for your critical IT and business operations. Our AI-enhanced services ensure peak performance, security, and cost-efficiency, allowing you to focus on your core business.
Talent & Resourcing: We bridge the critical skills gap by providing expert talent in AI, data science, and digital transformation, helping you build the agile, high-performing teams needed to execute your vision.
Driven by innovation, integrity, and a commitment to partnership, J&M Group is your single source for transforming ambition into achievement.
Ready to build what's next? Connect with us.
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About the role
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).
About J&M Group
At J&M Group, we are the strategic partner for businesses ready to redefine their future. We specialize in delivering integrated, intelligent solutions that drive growth, efficiency, and competitive advantage in a rapidly evolving digital world.
Our expertise is built at the intersection of deep industry knowledge and cutting-edge technology. We help clients navigate complexity, not just by solving today's challenges, but by anticipating tomorrow's opportunities.
Our core service pillars include:
Technology & Digital Transformation: We build the robust, scalable technology foundations—including cloud migration, custom software, and data architecture—that power modern enterprises and enable seamless AI integration.
AI & Intelligent Automation: We turn artificial intelligence into your competitive advantage. Our services range from Generative AI and predictive analytics to process automation, designed to unlock new levels of productivity, personalization, and insight.
Strategic Consulting: We serve as an extension of your leadership team, delivering data-driven strategies for operational excellence, market expansion, and sustainable growth, ensuring your business model is future-proof.
Managed Services: We offer reliable, end-to-end management for your critical IT and business operations. Our AI-enhanced services ensure peak performance, security, and cost-efficiency, allowing you to focus on your core business.
Talent & Resourcing: We bridge the critical skills gap by providing expert talent in AI, data science, and digital transformation, helping you build the agile, high-performing teams needed to execute your vision.
Driven by innovation, integrity, and a commitment to partnership, J&M Group is your single source for transforming ambition into achievement.
Ready to build what's next? Connect with us.