Itom Governance, Itsm & Platform Delivery Specialist

Infinity Quest Uk; Madrid; Hybrid; EUR 65.000 - 90.000; Vollzeit

Zusammenfassung

Birlasoft in Madrid, Spain (hybrid) seeks an ITOM Governance, ITSM & Platform Delivery Specialist to translate operating model vision into operational workflows, KPIs, and governance structures across IT platforms.

The role focuses on maturity assessments, WoW design, board charters, and interfacing with vendors, with a strong emphasis on ServiceNow and TBM-based metrics. Bachelor’s/Master’s in IT/Analytics/IE preferred.

Qualifikationen

• 6–10 years in ITSM, ITOM, or IT governance advisory.
• ITIL v3/v4 Foundation/MP certifications.
• Expertise in ITSM platforms (ServiceNow) and portfolio management.
• Strong data visualization and process mapping skills.
• Bachelor’s or Master’s degree in IT/Analytics/Industrial Engineering.

Aufgaben

• Design operational WoW for platform teams, including release, demand, and incident workflows.
• Develop governance charters and KPI/scorecards for boards.
• Define interfaces between internal platform teams and external vendors.
• Draft job descriptions and RACI mappings for new roles.
• Assess ITSM maturity and optimize governance processes.

Kenntnisse

ITSM

Process mapping

Data visualization

Stakeholder management

Ausbildung

Bachelor's or Master's degree in IT/Analytics/Industrial Engineering

Tools

ServiceNow

Apptio TBM

Jobbeschreibung

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 global 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.