IT Service Management Co-ordinator (ITSM)

Laing O'Rourke; Dartford; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading engineering and construction company is seeking an IT Service Management Coordinator to oversee major incident responses and drive service improvements. This role involves working with ITIL principles and requires strong communication skills and a Bachelor’s degree in IT or related fields. Join this dynamic team to make a significant impact on IT service delivery and project outcomes. The ideal candidate has experience with ITSM tools, a keen eye for data analysis, and a collaborative mindset.

Qualifications

• Strong understanding of ITSM principles and ITIL framework (ITIL v3/v4 Foundation required).
• Experience with ServiceNow or similar ITSM tools.
• Proven ability to analyse complex data, identify trends, and recommend improvements.
• Skilled in KPI/SLA reporting, data validation, and trend analysis.
• Excellent written and verbal communication skills, including stakeholder engagement.
• Bachelor's degree in IT, Computer Science, Business, or related field (or equivalent experience).
• ITIL v3/v4 Foundation Certification (mandatory).
• Experience in complex IT environments.
• Clear communicator with the ability to simplify technical information for diverse audiences.
• Resilient, adaptable, and comfortable with ambiguity.
• Collaborative and team‑oriented, with a drive to break down silos.
• Detail‑focused with strong organisational skills.

Responsibilities

• Coordinate the response to major incidents, engaging the right support teams.
• Maintain accurate timelines, root cause records, and post-incident reviews.
• Produce clear, insightful incident and performance reports (trends, KPIs, SLAs).
• Identify and close gaps in existing ITSM processes.
• Assist with Change Advisory Board (CAB) coordination.
• Collaborate on creating and maintaining a self‑service knowledge base.

Job description

Incident Management

• Coordinate the response to major incidents, engaging the right support teams.
• Maintain accurate timelines, root cause records, and post-incident reviews.
• Capture lessons learned to improve future response.

Reporting & Analysis

• Produce clear, insightful incident and performance reports (trends, KPIs, SLAs).
• Maintain and secure data sources, ensuring reporting accuracy.
• Use analysis to drive service improvements and process enhancements.

Process Improvement

• Identify and close gaps in existing ITSM processes.
• Support maintenance and integrity of the CMDB, ensuring accurate configuration relationships.
• Work to ITIL‑aligned best practices.

Change Management

• Assist with Change Advisory Board (CAB) coordination.
• Review change requests for completeness, impact, and risk.
• Track change outcomes and provide trend analysis.

Knowledge Management

• Collaborate on creating and maintaining a self‑service knowledge base.
• Use chatbot analytics to improve content and close knowledge gaps.

Qualifications

• Strong understanding of ITSM principles and ITIL framework (ITIL v3/v4 Foundation required).
• Experience with ServiceNow or similar ITSM tools.
• Proven ability to analyse complex data, identify trends, and recommend improvements.
• Skilled in KPI/SLA reporting, data validation, and trend analysis.
• Excellent written and verbal communication skills, including stakeholder engagement.
• Bachelor's degree in IT, Computer Science, Business, or related field (or equivalent experience).
• ITIL v3/v4 Foundation Certification (mandatory).
• Experience in complex IT environments.
• Clear communicator with the ability to simplify technical information for diverse audiences.
• Resilient, adaptable, and comfortable with ambiguity.
• Collaborative and team‑oriented, with a drive to break down silos.
• Detail‑focused with strong organisational skills.

At Laing O'Rourke, we don't just build infrastructure‑we redefine what's possible. For over 160 years, we've been shaping skylines, transforming communities, and delivering some of the world's most iconic projects. From cutting‑edge engineering to game‑changing sustainability initiatives, we're setting new benchmarks for how the built environment is designed, delivered, and operated.

This is your chance to join an internationally recognised engineering enterprise where innovation meets impact‑and where your work will help keep the digital heart of our operations beating smoothly. The Opportunity: We are looking for a proactive, detail‑driven IT Service Management (ITSM) Coordinator to take centre stage in keeping our IT services running like clockwork. In this role, you'll be right at the heart of major incident response, data‑driven service improvements, and change management—making a tangible difference to how our teams deliver world‑class projects across the globe.

Laing O'Rourke is an international engineering and construction company delivering state‑of‑the‑art infrastructure and buildings projects for clients in the UK, Middle East and Australia. Certainty, reliability, quality — this is what our clients want. And at Laing O'Rourke, we have more than 160 years of experience delivering it. Laing O'Rourke's story is one of energy, passion, ambition, people and teamwork. We harness the power of our experience, stretching back over a century and a half to deliver certainty for our clients.

As part of the Disability Confident scheme, we would like to enable access to candidates with long term health conditions and disabilities through the 'Offer an interview scheme'. This supports applicants that meet the essential criteria by offering an interview for the advertised position. Please let us know prior to interview what adjustments are required as well as discussing how we can support you in the workplace.