IT Service Experience Lead

Laing O'Rourke group; Dartford; Vor Ort; GBP 65.000 - 95.000; Vollzeit

Zusammenfassung

Laing O'Rourke is seeking an experienced IT Service Delivery & Experience Manager to shape how live IT services are delivered across the organisation. You will lead incident, request, problem and change management, guiding service performance reporting and knowledge management while working with suppliers and senior stakeholders.

You will establish clear standards, manage managers, and drive improvements that reduce customer effort and restore confidence when services fall short.

Qualifikationen

• Experience leading IT service management or IT operations teams, including managers.
• Track record of delivering measurable service improvements through ITSM processes.
• Ability to use customer and operational data to set priorities and guide decisions.
• Strong customer-facing communication and senior-stakeholder management skills.
• Experience rebuilding stakeholder trust after service issues with transparency.

Aufgaben

• Lead incident, request, problem and change management for live IT services.
• Oversee governance, risk assessments and Change Advisory Board activities.
• Set practical ITSM standards and reduce process friction.
• Chair service performance, problem management and change forums.
• Shape a customer-focused support experience and communicate improvements.
• Provide trusted performance reporting and maintain a backlog of improvements.

Kenntnisse

ITSM leadership

Incident/Change/Problem management

Data-driven decisions

Stakeholder management

Communicating with executives

Multi-supplier environments

Leading service improvements

Ausbildung

ITIL certification

Tools

ServiceNow

Jobbeschreibung

Laing O'Rourke is seeking an experienced IT Service Delivery & Experience Manager to shape how live IT services are delivered across the organisation. You will lead incident, request, problem and change management, guiding service performance reporting and knowledge management while working with suppliers and senior stakeholders.

You will establish clear standards, manage managers, and drive improvements that reduce customer effort and restore confidence when services fall short.