ASPIRE Global Service Centre – ITSM Manager
Core
Manage ITSM operations, incident/request/change/problem/knowledge management, and security compliance for a global service centre using ServiceNow.
Role type
Senior ITSM Manager
Builds
IT service delivery and governance processes
Domain
IT Service Management / Managed Services
Required skills
ITSM framework expertise, ServiceNow, incident management, change management, knowledge management, security compliance, audit management, stakeholder management, process improvement
Preferred skills
Multi-vendor environment experience, complex service assurance, regulatory compliance knowledge
Technologies
ServiceNow
Responsibilities
Oversee major incident management and post-incident reviews; Ensure change and release processes are followed with minimal disruption; Validate change management processes and risk mitigation; Define and maintain Knowledge Management standards; Develop training for service desk teams; Create reports on incident trends and resolution effectiveness; Own and govern the patch and vulnerability management lifecycle; Lead the audit and compliance programme; Monitor regulatory compliance (GDPR, ISO 27001, SOX).