ASPIRE Global Service Centre – ITSM Manager

Overview

As ITSM Manager, you will oversee the delivery, performance, and governance of IT services within the ASPIRE Global Service Centre. You will drive incident, change, knowledge, and release practices to ensure stability and continuous improvement across the organisation. You’ll work with cross‑functional teams to align ITSM with ITIL standards, security controls, and regulatory requirements. This role offers impact through shaping service management at scale in a tech‑driven, transformation‑focused company.

Pay / Benefits

• quarterly profit share
• career development programs
• flexible/remote working
• private healthcare
• gym discounts
• education and certifications support

Responsibilities

• Oversee major incident management and ensure timely resolution
• Coordinate post-incident reviews to extract root causes and lessons
• Ensure change and release processes minimize disruption
• Validate adherence to change management and mitigate risks
• Own Knowledge Management standards and practices across the organisation
• Promote knowledge sharing within Aspire Managed Service
• Develop and deliver service desk training on processes
• Collaborate with technical teams to meet SLAs and escalate as needed
• Produce reports on incident trends, response times, and resolutions
• Analyze incident data to identify patterns and implement preventive measures
• Lead experience management strategy and ITIL‑aligned artefacts
• Collaborate with resolver stakeholders to maintain quality and share feedback
• Recommend process improvements to enhance quality and efficiency
• Own patch and vulnerability management lifecycle and security remediation
• Ensure regulatory and policy compliance with GDPR, ISO 27001, SOX
• Support external audits and remediation actions
• Maintain ongoing audit and compliance program and risk tracking

Key requirements

• 5+ years in ITSM roles
• Proven ITSM, service assurance, or IT operations experience
• Experience in complex multi‑vendor environments
• Excellent analytical, communication, and stakeholder management skills
• Familiarity with audit, compliance, and risk management
• Experience with ITSM tools (e.g., ServiceNow)
• Strong ITIL knowledge
• 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 continuous improvement mindset

• analytical thinking
• stakeholder management
• communication
• ITIL framework
• ITSM processes (incident, problem, change, release, knowledge)
• ServiceNow ITSM

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