IT Service Change & Problem Manager

ENGINEERINGUK; Dartford; On-site; GBP 50,000 - 80,000; Full time

Job description

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Sector: Construction and Building Services, Engineering
Role: Manager
Contract Type: Permanent
Hours: Full Time

IT Change & Problem Manager

Are you the go-to person when change needs to happen - but disruption isn't an option?
Do you thrive in complex IT environments, ensuring that service remains smooth, change is well-managed, and problems never repeat themselves?

At Laing O'Rourke, we're looking for a forward-thinking IT Change & Problem Manager to take ownership of our IT assurance efforts across global operations. You'll work at the heart of delivery and operations - driving service improvement, managing risks, and building bridges between technical teams and business goals.

What You'll Be Doing

You'll lead and evolve the Change and Problem Management processes, making sure changes are seamless and problems are addressed at the root. You'll also be key to operational readiness, aligning service offerings with the needs of the business and supporting successful transitions in a fast-paced digital environment.

Whether it's guiding stakeholders through risk assessments, managing the CAB process, or driving knowledge management in ServiceNow, you'll play a central role in how we deliver change across a diverse global IT landscape.

Your Core Responsibilities

• Lead end-to-end Change and Problem Management aligned to ITIL best practices
• Facilitate change impact assessments, risk analysis, and readiness reviews for IT and business teams
• Chair Change Advisory Board (CAB) meetings, ensuring governance, compliance, and quality
• Own the Problem Management lifecycle - coordinate resolution, ensure root cause analysis, and drive prevention
• Drive continual service improvement, track non-operational risks, and enhance service readiness
• Ensure strong engagement across Service Design, Transition, and Delivery teams globally
• Maintain service mapping in ServiceNow (CSDM) and support knowledge-sharing through chatbots and collaboration tools
• Provide structure and clarity to complex initiatives, ensuring minimal impact on BAU
• Act as the subject matter expert for change - influencing stakeholders and building lasting partnerships
• Communicate clearly and consistently with global IT operations and key business stakeholders

You'll Bring

• ITIL V4/V3 certification and hands-on experience with Change and Problem Management
• Deep understanding of operational risk, service continuity, and stakeholder engagement
• Proven ability to manage multiple workstreams and navigate cross-functional environments
• Analytical mindset with a proactive, solution-first approach
• Familiarity with ServiceNow, project delivery practices, and knowledge management strategies
• Strong communication and leadership skills - able to influence, collaborate and inspire
• Bonus points for PRINCE2, ITIL CSI, or cyber security knowledge (e.g. ISO27001, Cyber Essentials)

Why Join Us?

You'll be part of a global team that values accountability, clarity, and service excellence. Here, your work will be seen - and felt - as you shape IT operations that support complex change, high-impact services, and a future-ready tech environment. If you're passionate about proactive IT service delivery and want to work where your decisions make a difference, we want to hear from you.

Ready to keep the wheels turning while the business moves forward?
Apply now to be a key player in our evolving IT journey.

The position will see you collaborate with several stakeholders which does mean time in the office is a priority. You will need to be able to get into the head office which is based in Dartford, Kent.