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 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.

📌 Information Technology Service Management Consultant (Madrid)
🏢 E Solutions
📍 Madrid