ITSM & Experience Management Lead

Version 1; Greater London; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Profit share

Career progression

Flexible/remote working

Financial wellbeing

Wellbeing schemes

Education support

Certifications

Excellence awards

Job summary

Version 1 is seeking an experienced ITSM Manager to oversee the Global Aspire Service Centre. You will drive incident, change, knowledge, and problem management, ensuring compliant, high-quality service delivery and continuous improvement across the organization.

You will lead major incident responses, coordinate with multi-vendor teams, and develop training to raise support capabilities, while maintaining strong governance and reporting to stakeholders.

Qualifications

• 5+ years working in a ITSM role.
• Experience in IT service management, service assurance or IT operations.
• Familiarity with ITIL and audit/compliance processes.
• Strong analytical, communication and stakeholder management skills.

Responsibilities

• Oversee major incident management processes and ensure timely resolution.
• Produce PIRs to identify root causes and lessons learned.
• Ensure changes/releases follow processes with minimal disruption.
• Lead incident and request management practices in line with ITIL.
• Develop and deliver training for service desk and support teams.
• Collaborate with technical teams to diagnose, resolve, and close incidents within SLAs.
• Create regular reports on incident trends, response times and resolution effectiveness.

Skills

ITSM

ITIL

Stakeholder mgmt

Analytical thinking

Audit/compliance

ServiceNow

Problem solving

Multi-vendor mgmt

Tools

ServiceNow

Job description

Version 1 is seeking an experienced ITSM Manager to oversee the Global Aspire Service Centre. You will drive incident, change, knowledge, and problem management, ensuring compliant, high-quality service delivery and continuous improvement across the organization.

You will lead major incident responses, coordinate with multi-vendor teams, and develop training to raise support capabilities, while maintaining strong governance and reporting to stakeholders.