ASPIRE Global Service Centre Service Assurance Manager

• 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. Its 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