ASPIRE Global Service Centre â Service Assurance Manager
ASPIRE Global Service Centre â Service Assurance Manager
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Job Description
- Onsite role India Delivery Centre
- Full time position 3-5 days per week in office (not shift)
- Department: ASPIRE Managed Services
- Practice: Services Reliability Group
- Vetting Requirements: N/A
Role Summary:
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. Its 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 Service Assurance Lead to ensure the consistent delivery performance and governance of IT services across the ASPIRE Global Service Centre. This role is pivotal in maintaining service quality managing risk ensuring compliance and driving continuous improvement. It encompasses oversight of service delivery service management process adherence technical configuration integrity audit readiness and alignment with regulatory and internal standards.
Key Responsibilities:
Major Incident Problem and Change Management
- Definition education and awareness of core service management processes associated with Major Incident Problem and Change Management
- Oversee major incident management processes ensuring timely resolution and communication
- Lead root cause analysis and problem management activities to prevent recurrence
- Ensure change and release processes are followed with minimal service disruption
- Validate that change management processes are followed and risks are mitigated
Configuration Management Assurance
- Definition education and awareness of Configuration Management tooling capability and associated policies and supporting procedures
- Define and support the implementation of the Common Services Data model (CSDM) in ServiceNow
- Ensure the accuracy and integrity of the Configuration Management Database (CMDB)
- Validate that configuration items (CIs) are accurately recorded maintained and audited
- Configuration audits and CMDB health checks
Audit Compliance & Risk Management
- Accountable for the ASPIRE Managed Services Risk register
- Management of the Risk register and mitigation plans related to ASPIRE services
- Ensure IT services comply with internal policies regulatory requirements and industry standards (e.g. ISO 27001 GDPR)
- Support internal and external audits by providing evidence and documentation
- Identify and assess service-related risks ensuring mitigation plans are in place
- Maintain audit trails for service management processes and configuration changes
- Track and report on compliance metrics audit findings and risk mitigation progress
Continuous Improvement
- Drive service improvement initiatives based on performance data and feedback
- Collaborate with technical teams to implement best practices and process enhancements
Qualifications :
Skills Education & Qualifications:
- 5 years working in a service assurance 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
- Understanding of regulatory standards (e.g. ISO 27001 SOX GDPR)
- Risk and compliance awareness
- Experience with ITSM tools (e.g. ServiceNow)
- Strong knowledge of ITIL framework
- Background in infrastructure cloud services or application support
- Familiarity with Agile and DevOps environments
- 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 :
At Version 1 we believe in providing our employees with a comprehensive benefits package that prioritises their well-being professional growth and financial stability.
One of our standout advantages is the ability to work with a hybrid schedule along with business travel allowing our employees to strike a balance between work and life.
We prioritise the health and safety of our employees providing private medical and life insurance coverage as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations including AWS Microsoft Oracle and Red Hat.
Our employee-designed Profit Share scheme divides a portion of our companys profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential offering Pathways Career Development Quarterly a programme designed to support professional growth.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
