We are looking for a ITOM Governance, ITSM & Platform Delivery Specialist for one of our customer who has an expertise in:-

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.
- 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 general enterprises or management consultancies.
- Certifications: ITIL v3/v4 Foundation/Managing Professional, Safe Certified (CSM/POPM), Apptio / TBM Accredited (TBMA), or Lean Six Sigma Green/Black Belt.
- Platform & Service Management: Expertise in ITSM platform workflows (e.g., ServiceNow), Service Catalo/Portfolio Management, and Agile delivery frameworks.
- Analytical Capability: Strong data visualization and process mapping skills to document capability maturity and operational workflows.
- Education: Bachelor’s or Master’s degree in Information Technology, Business Analytics, or Industrial Engineering.

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📌 ITOM Governance, ITSM & Platform Delivery Specialist (Madrid)
🏢 Ubique Systems
📍 Madrid