ASPIRE Global Service Centre – Service Assurance Manager

Version 1; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

A leading company is looking for a Service Assurance Lead to manage the quality and delivery of IT services across their ASPIRE Global Service Centre. The role involves ensuring compliance, driving continuous improvement, and overseeing major incident, problem, and change management processes, all while utilizing state-of-the-art ITSM tools like ServiceNow.

Benefits

Private medical insurance

Life insurance coverage

Incentivized certifications

Profit Share scheme

Pathways Career Development Quarterly

Qualifications

• 5+ years working in a service assurance role.
• Proven experience in IT service management and operations.
• Experience managing service performance in multi-vendor environments.

Responsibilities

• Oversee major incident management processes to ensure timely resolution.
• Define and support the implementation of Common Services Data model in ServiceNow.
• Accountable for the ASPIRE Managed Services Risk register and management.

Skills

Analytical thinking

Stakeholder management

Problem-solving

Process-oriented

Proactive mindset

Education

5+ years in service assurance role

Experience with IT service management frameworks

Tools

ServiceNow

Job description

• 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. 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 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
• 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 company's 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.

Company Description

Version 1 are a true global leader in business transformation. For nearly three decades, we have been strategically partnering with customers to go beyond expectations through the power of cutting-edge technology and expert teams.Our deep expertise in cloud, data and AI, application modernisation, and service delivery management has redefined businesses globally, helping shape the future for large public sector organisations and major global, private brands.

We put users and user-centric design at the heart of everything we do, enabling our customers to exceed expectations for their customers. Our approach is underpinned by the Version 1 Strength in Balance model – a balanced focus across our customers, our people and a strong organisation. This model is guided by core values that are embedded in every aspect of what we do.

Our customers’ need for transformation is our driving force. We enable them to accelerate their journey to their digital future with our deep expertise and innovative approach. Our global technology partners – Oracle, Microsoft, AWS, Red Hat, and Snowflake – help us tackle any challengeby leveraging a technology-driven approach. Our people unlock our potential. They immerse themselves intothe world of our customersto truly understand the unique challenges they face.

Our teams, made up of highly skilled, passionate individuals, act with agility and integrity. We continually invest in their development and foster a culture that encourages collaboration and innovation. This is a reflection of our Strength in Balance model, which emphasises a balanced focus on our customers, our people, and a strong organisation.

Through our comprehensive range of Managed Service offerings, we take ownership of the tasks that distract Customers from what really matters; driving their businessobjectivesand strategic initiatives.We enable them to save time, and reduce costs and risk, by continually improving your technology estates, ensuring they drive value for their business.

Go beyond simply ‘keeping the lights on’ and embrace the potential of our ASPIRE Managed Services that place AI, continuousimprovementand business innovation at the heart of everything we do.From operational maintenance through to optimisation, we are trusted managed service experts with a sustainable, value-led approach and a wealth of industry sectorexpertiseand experience.