ITSM Manager | ServiceNow & ITIL Excellence

Version 1; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Profit share scheme

Career progression & mentorship

Flexible/remote working

Pension

Private healthcare

Life assurance

Employee discount scheme

Gym discounts

Mindfulness workshops

Excellence Awards

Job summary

Version 1 is seeking an experienced ITSM Manager to oversee incident, change, problem, knowledge and service delivery across the ASPIRE Global Service Centre. You will drive governance, improvements and risk management while ensuring quality and experience align with ITIL standards.

You’ll lead cross-functional teams, develop training, produce reports, and partner with security and engineering to minimise disruption and maintain standards across GDPR, ISO 27001 and SOX.

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.

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.
• 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.

Skills

ITSM experience

ITIL knowledge

ServiceNow experience

Stakeholder management

Audits & compliance

Education

Bachelor's degree in IT

ITIL Certification

Tools

ServiceNow

Job description

Version 1 is seeking an experienced ITSM Manager to oversee incident, change, problem, knowledge and service delivery across the ASPIRE Global Service Centre. You will drive governance, improvements and risk management while ensuring quality and experience align with ITIL standards.

You’ll lead cross-functional teams, develop training, produce reports, and partner with security and engineering to minimise disruption and maintain standards across GDPR, ISO 27001 and SOX.