IT Service Delivery & Experience Lead

Laing O'Rourke

Dartford

On-site

GBP 85,000 - 120,000

Full time

8 days ago

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Job summary

Laing O'Rourke seeks an IT Service Delivery & Experience Manager to lead live IT services, oversee incident, problem and change management, and improve service performance with data-driven insight. You will manage managers and collaborate with technical teams, suppliers and senior stakeholders to deliver visible improvements.

The role supports a modern, trusted IT environment aligned with our global engineering & construction ambitions.

Qualifications

Experience leading IT service management or IT operations, including experience managing managers.
Experience rebuilding stakeholder trust when a service has fallen short through honest communication and visible follow-through.

Responsibilities

Lead the incident, request, problem and change management processes.
Oversee change governance, including change standards, risk assessment and the Change Advisory Board.
Set practical ITSM standards and simplify processes that create unnecessary friction.
Chair service performance, problem management and change forums.
Shape a customer-focused support experience that makes it easy for people to access help, receive updates and achieve an effective resolution.
Gather and act on customer feedback, clearly communicating the improvements made as a result.
Provide trusted service performance reporting using agreed measures and reliable data.