ASPIRE Global Service Centre – ITSM Manager

Company Description

Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’re an award-winning employer reflecting how our employees are at the very heart of what we do:

• UK & Ireland’s premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!.

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. …