ASPIRE Global Service Centre – ITSM Manager

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best Experience to our Customers.

We are seeking an experienced and results-driven ITSM Manager to ensure the consistent delivery, performance, and governance of IT services across the ASPIRE Global Service Centre. This role is pivotal in ensuring compliance during both service transition and operational BAU, whilst driving continuous improvement associated with incident and request management, major incident management, problem management, knowledge management, quality management and change management.

Key Responsibilities:

• Oversee major incident management processes, ensuring timely resolution and communication
• Support the production of post-incident reviews (PIRs) to identify root causes, lessons learned, and areas for improvement
• Ensure change and release processes are followed with minimal service disruption
• Validate that change management processes are followed, and risks are mitigated
• Accountable for Knowledge Management working practices for the wider Version 1 business (all Practices) and its customers
• Promote a culture of knowledge sharing within the Aspire Managed Service organisation
• Define and maintain Version 1’s Knowledge Management standards
• Responsible for the incident and request management working practices and supporting artefacts in line with ITIL standards
• Develop and deliver training sessions for service desk and support teams to ensure adherence to the processes
• Collaborate with technical teams to ensure incidents are diagnosed, resolved, and closed within agreed SLAs, whilst escalating unresolved incidents or requests to senior management or external vendors when necessary
• Create and present regular reports on incident trends, response times, and resolution effectiveness to key stakeholders
• Analyse incident data to identify patterns and recurring issues, implementing proactive measures to prevent reoccurrence
• Develop, implement, and maintain the experience management strategies and process and its supporting artefacts in line with ITIL standards
• Collaborate with all resolver stakeholders to ensure all tickets are to the expected quality standards
• Collaborate with all resolver stakeholders to ensure all experience management feedback is shared and remediated or plauded as necessary.
• Recommend and drive process improvements to enhance the overall efficiency and effectiveness of both quality and experience management
• Own and govern the patch and vulnerability management lifecycle, including patch strategy, scheduled patching activities, testing, deployment, and minimising business disruption
• Accountable for identification, assessment and prioritisation of security risks through vulnerability scanning, risk-based analysis, and validation of patch effectiveness across the IT estate.
• Maintain security compliance and best practice controls, ensuring timely remediation of vulnerabilities, robust security hygiene (access reviews, key rotation, assessments), and adherence to regulatory and organisational requirements
• Lead and govern the audit and compliance programme, including ownership of the audit schedule, coordination of audit activities, and delivery planning for remediation actions and recommendations
• Monitor, report and drive closure of audit findings and compliance risks, ensuring appropriate resource allocation, accountability, progress tracking, and timely resolution of identified issues
• Maintain regulatory and policy compliance by working with Security and Practice teams, supporting external audits and inspections, and validating adherence to standards such as GDPR, ISO 27001, and SOX

Department: Services Reliability Group
Function: Consulting
Experience Level: Mid-Senior Level