ITOM & ITSM Platform Delivery Lead (Madrid - Hybrid)

Infinity Quest Uk; Madrid; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

ITSM

Process mapping

Data visualization

Stakeholder management

Education

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

Tools

ServiceNow

Apptio TBM

Job description

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.