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 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)
🏢 Infinity Quest - UK
📍 Madrid