Job Description
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 place 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 ASPIRE Managed Service, Global Service Centre Major Incident and Problem Manager who is accountable for the both the Major Incident and Problem Management practices which support the entire ASPIRE Managed Service and its customers.
* Primary problem management accountabilities include all problems that are identified within the ASPIRE Managed Service are managed in a controlled and efficient manner, comply with Problem Management policies and align with organizational goals. This role is both Proactive and Reactive in its focus, with the emphasis on proactive problem detection and prevention of incidents.
* Primary major incident management accountabilities include all major incidents within the IT services and infrastructure are managed in a controlled and efficient manner, comply with major incident management policies and procedures, are performed with a minimum of disruption to business operations and align with organizational goals. Responsibility for managing major incidents sits with the Service Desk function roles and responsibilities.
Key Responsibilities:
Problem Management
* Develop and implement the Problem Management practice in line with ITIL best practices in partnership with ASPIRE Managed Service stakeholders.
* Proactively analyse trends, identifying and confirming opportunities to prevent recurring issues that could cause service disruptions.
* Ensure that root cause analysis is carried out to identify and resolve the underlying causes of major incidents.
* Ensure that known errors and workarounds are documented, and that they are available to all appropriate Version 1 colleagues and customers
* Ensure all problems are documented, communicated and comply with ITIL standards.
* Monitor and track the progress of problems through their entire lifecycle.
* Collaborate with the Major Incident Management practice to assess the execution of resolution activities, establishment of root cause, identification of corrective/preventative actions and identification of areas for improvement.
Major Incident Management
* Develop and implement the Major Incident Management practice in line with ITIL best practices in partnership with ASPIRE Managed Service stakeholders.
* Ensure all major incidents are documented, communicated and comply with ITIL standards.
* Monitor and track the progress of major incidents through their entire lifecycle.
* Oversee post-major incident reviews to assess the execution of resolution activities, establishment of root cause, identification of corrective/preventative actions and identification of areas for improvement.
Shared Responsibility
* Be responsible for creating a roadmap and Continual Improvement of the practices.
* Maintain the relationship with the ITSM Tooling team to ensure the practices are aligned with tooling strategy, and that the ITSM tools are configured to support the practices.
* Maintain and produce documentation and training materials.
* Provide training and guidance to the Global Service Centre team to enable the management of Major Incidents and Problems in line with policy and procedures.
* Present the practice and procedures, along with evidence of effective governance to certification and accreditation audits e.g. ISO 20000, Azure MSP, Oracle CSP
* Monitor and report on the effectiveness of the practices using industry-standard metrics and KPIs.
Qualifications
* Minimum of 5 years of experience in Problem Management and Major Incident Management, or a related field.
* Proven track record of using ServiceNow to perform Major Incident Management and Problem Management.
* Strong understanding of ITIL framework.
* Excellent communication and interpersonal skills.
* Ability to manage multiple projects and prioritize tasks effectively.
* Strong analytical and problem-solving abilities.
* Ability to work under pressure and meet tight deadlines.
* Strong leadership and team management skills.
* Flexibility to work outside regular business hours if necessary.
* ITIL v4 Foundation Certificate.
* ITIL Intermediate or Expert Certification would be beneficial.
* Additional certifications in project management (e.g., PMP, PRINCE2, AGILE) could be beneficial.
Additional Information
Why Version 1?
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.
* Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits.
* Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
* Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance.
* Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
* Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
* Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
* Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
* Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.
And many more exciting benefits… drop us a note to find out more.
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