Role: ITOM Governance, ITSM & Platform Delivery Specialist
Location: Madrid, Spain - hybrid
Client: Birlasoft
Role Overview
The ITOM Governance, ITSM & Platform Delivery Specialist focuses on the detailed design and implementation of IT processes, governance frameworks, and service management practices required to support a platform-centric operating model. This role translates operating model vision into operational workflows, service catalogues, RACI matrices, and performance metrics across IT platforms and shared services.
Key Responsibilities
Process & ITSM Maturity Assessment : Conduct maturity assessments of As-Is IT service management (ITSM) and governance processes, identifying friction points and optimization levers.
Platform Delivery Model Setup : Design operational ways of working (WoW) for platform teams, including release management, demand management, incident/problem workflows, and cross-platform integration.
Governance Charters & Scorecards : Establish charter documents for governance boards (e.g., Architecture Review Board, Change Advisory Board)



and define KPI/scorecard tracking metrics.
Shared Services & Sourcing Interface : Support the setup of shared service centres (e.g., Regional Digital Centres) and define interfaces between internal platform teams and external vendors/partners.
Role Profiling & JDs : Draft clear job descriptions, skill requirements, and RACI accountabilities for new platform and operational roles.
Key Deliverables
Target ITSM / Service Delivery Process Designs & Workflow Blueprints
Platform-Level RACI & Operational Ways of Working (WoW) Manual
IT Governance Charter, Board Structures & Scorecards
Role Profiles, Job Descriptions, and Skill Mapping Matrices
Required Skills & Qualifications
Experience : 6 10 years in IT Service Management (ITSM), IT Operating Model execution, or IT Governance advisory within integral enterprises or management consultancies.
Certifications : ITIL v3/v4 Foundation/Managing Professional, Safe Certifi

📌 ITOM Governance, ITSM (Madrid)
🏢 Infinity Quest - UK
📍 Madrid