Remote ITSM & Service Excellence Lead

Version 1; England; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Profit sharing

Career development

Flexible/remote working

Private healthcare

Gym discounts

Educational support

Awards program

Diversity & inclusion

Job summary

Version 1 is seeking an experienced ITSM Manager to ensure delivery, governance and continuous improvement across the ASPIRE Global Service Centre. You will oversee incident, problem, change and knowledge management within ITIL standards and collaborate with cross‑functional teams.

The role focuses on service performance, audits and regulatory compliance, with training delivery and reporting to stakeholders. Excellent communication and stakeholder management are essential.

Qualifications

• 5+ years working in an ITSM role.
• Proven experience in IT service management, service assurance, or IT operations.
• Experience managing service performance in complex, multi-vendor environments.
• Strong knowledge of ITIL framework.

Responsibilities

• Oversee major incident management processes, ensuring timely resolution and communication.
• Support the production of PIRs to identify root causes and lessons learned.
• Ensure change and release processes are followed with minimal service disruption.
• Collaborate with technical teams to diagnose, resolve and close incidents within SLAs.
• Create and present regular reports on incident trends and resolution effectiveness.

Skills

ITSM experience

ITIL expert

ServiceNow

Stakeholder mgmt

Analytical skills

Education

ITIL Certification

Tools

ServiceNow

Job description

Version 1 is seeking an experienced ITSM Manager to ensure delivery, governance and continuous improvement across the ASPIRE Global Service Centre. You will oversee incident, problem, change and knowledge management within ITIL standards and collaborate with cross‑functional teams.

The role focuses on service performance, audits and regulatory compliance, with training delivery and reporting to stakeholders. Excellent communication and stakeholder management are essential.