ITSM Manager

Job Description

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

Qualifications

Skills, Education & Qualifications:

• 5+ years working in a ITSM role
• Proven experience in IT service management, service assurance, or IT operations
• Experience managing service performance in complex, multi-vendor environments
• Excellent analytical, communication, and stakeholder management skills
• Familiarity with audit processes, compliance frameworks, and risk management
• Experience with ITSM tools (e.g. ServiceNow)
• Strong knowledge of ITIL framework
• Analytical thinking and problem-solving
• Ability to manage multiple priorities under pressure
• Proactive and results-driven mindset
• Strong interpersonal and communication skills
• Process-oriented with a continuous improvement mindset

Additional Information

Why Version 1? 

 At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability. 

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits 
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme 
• Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance 
• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme 
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies 
• Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat 
• Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform. 
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes. 

And many more exciting benefits… drop us a note to find out more.    

Version 1 is an equal opportunities employer. 

We are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring including those shaped by disability and neurodiversity. 

We want every candidate to have a positive and accessible recruitment experience. If you need reasonable adjustments at any stage of the process, please contact your recruiter [email protected] at Version 1. We will consider all requests carefully, respectfully and confidentially. 

Video links: https://www.youtube.com/watch?v=F_d3ELTH5zo