ASPIRE Global Service Centre – Service Assurance Manager

Bangalore, Karnataka
Permanent
Full-time

16 days ago

Company DescriptionVersion 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 challenge by leveraging a technology-driven approach. Our people unlock our potential. They immerse themselves into the world of our customers to 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 business objectives and 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, continuous improvement and 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 sector expertise and experience.Job Description

Onsite role, India Delivery Centre
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

Continuous Improvement

Drive service improvement initiatives based on performance data and feedback
Collaborate with technical teams to implement best practices and process enhancements

QualificationsSkills, 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 InformationAt 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.

Version 1

Apply Now