ITOM Governance,ITSM
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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 description
s, 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 Description
s, 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.
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