Program Manager · ITSM & AI Governance
Program Manager at Keywords Studios since 2021, remote, with teams across Europe, North America and APAC. Led the global ServiceNow rollout — ITSM, ITOM and Security Incident Response — and later specialised in ITSM from inside the platform.
The AI side: applying Predictive Intelligence to incident categorisation, and evaluating AI assistants and agents in a controlled environment before taking them to production — that is, evaluating and documenting before deploying.
Specialising in AI governance and compliance: the EU AI Act and GDPR applied to real projects.
Program Manager for the global ServiceNow rollout — ITSM, ITOM and Security Incident Response — across Europe, North America and APAC: migration from legacy tools, vendor and integration management, phased delivery and team training. Since 2023, specialising in ITSM from inside the platform, with Predictive Intelligence for incident categorisation and evaluation of AI assistants and agents in a controlled environment before production. [PENDING: number of users] · [PENDING: countries or regions] · [PENDING: tools migrated] · [PENDING: adoption or resolution KPI]
Platform tooling: Flow Designer, Business Rules, UI Policies and Service Catalog.
Corporate IT Program / Project Manager. Rollout of Siemens SIMATIC IT MES integrated with the ERP, and process standardisation across subsidiaries.
Senior Project Manager. Employee transport programme for SEAT with on-board technology: 61 routes and three daily shifts.
IT Project Manager. Built the IT department's PMO: governance, methodology and portfolio tracking.
Project Manager and Senior Business Analyst. Process automation on BPM and Microsoft Dynamics ERP rollout.
Business Analyst. Clinical and administrative projects under Joint Commission (JCI/JCAHO) accreditation.
AI applied to administrative processes at small scale, training material on Article 4 of the EU AI Act, and a weekly column on AI ethics and law.
Native Catalan and Spanish. Full professional English and French.