IT & CAB Lead | ITIL & ITSM Expert

• Manages the entire change lifecycle, from initiation to post-implementation review.

• Assesses the impact, feasibility, and risk of proposed changes using provided data.

• Prioritizes change requests to ensure alignment with business needs.

• Reviews change requests and determines if they need to proceed to the Change Advisory Board (CAB) for further evaluation.

• Makes final decisions on whether to approve or reject changes based on business impact and risk.

• Evaluates the success of changes and identifies areas for improvement.

• Includes representatives from different departments (IT, business, operations) in CAB meetings.

• Assembles and chairs the CAB and Emergency CABs (eCABs), planning the agenda and ensuring meetings adhere to it.

Requirements

• Experience with IT service management (ITSM) tools such as Service Now, BMC Remedy, or similar
• ITIL certification or equivalent experience
• Strong understanding of ITIL framework and best practices
• Strong stakeholder management skills; facilitates CAB/eCAB discussions and drives timely decisions
• Solid understanding of IT operations and service lifecycle (incident/problem/release/deployment) and how change interacts with each
• Risk and control awareness; understands audit evidence expectations, segregation of duties, and approval controls
• Reporting and metrics capability; tracks change KPIs (success rate, emergency changes, lead time, incidents caused by change) and provides insights
• Relevant experience in IT Change Management or IT Service Management (ITSM) operations

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Hard Skills

• IT service management
• change management
• risk assessment
• impact analysis
• reporting
• metrics tracking
• stakeholder management
• ITIL framework
• service lifecycle
• audit evidence

Soft Skills

• decision making
• facilitation
• communication
• organizational skills
• collaboration

Certifications & Qualifications

• ITIL certification