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.

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