IT Software Asset Management & Application Team Lead

Laing O'Rourke; Dartford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading engineering firm in Dartford seeks an experienced IT Software Asset Management / Application Team Lead to lead Tier 2/3 technical support and ensure the efficiency of application support and SAM processes. Candidates should have strong knowledge of software licensing, application support experience, and proficiency with ITSM tools. This role offers a chance to impact service excellence and continuous improvement within a respected international organization.

Qualifications

• Strong knowledge of software licensing models and lifecycle management.
• Proven application support experience in enterprise or SaaS environments.
• Proficiency with ITSM tools and understanding of security compliance standards.
• Experience with both on-prem and cloud application environments.

Responsibilities

• Lead and manage Tier 2/3 technical support for applications.
• Drive incident and problem management.
• Monitor application and system performance.
• Oversee and prioritize tickets via ITSM platforms.
• Lead improvement initiatives and maintain support documentation.

Skills

Software licensing models

Application support experience

ITSM tools

Security compliance standards

Cloud application environments

Networking concepts

Leadership

Communication skills

Problem-solving skills

Education

Relevant tertiary qualifications in IT

ITIL V4 or V3 certification

Tools

ServiceNow

Jira

SAM Pro

Microsoft 365

Job description

With over 160 years of heritage, Laing O'Rourke is an internationally focused engineering enterprise with world-class capabilities. We deliver integrated engineering, construction, and asset management solutions for some of the world's most prestigious public and private organisations.

We are committed to a sustainable future — rethinking the way the built environment is designed, delivered, and operates. By collaborating with global industry and academic partners, we bring innovative solutions that ensure the most efficient, long-term engineering outcomes.

The Role

We are seeking an experienced IT Software Asset Management / Application Team Lead to take ownership of our Tier 2/3 technical support function for cloud-hosted and on-premises applications. This is a leadership role with a strong focus on service excellence, process ownership, and continuous improvement across the full software lifecycle — from deployment to decommissioning.

You will lead a skilled technical team, collaborate with stakeholders across the business, and ensure our application support and SAM processes are robust, efficient, and compliant.

Key Responsibilities

Technical Leadership & Support

• Lead and manage Tier 2/3 technical support for applications, resolving complex configuration, integration, performance, and access issues.
• Drive incident and problem management to reduce recurring issues.
• Collaborate with infrastructure, network, and database teams to resolve cross-platform issues.
• Monitor application and system performance, taking proactive measures to prevent downtime.

Incident, Request & Change Management

• Oversee and prioritise tickets via ITSM platforms (e.g., ServiceNow, Jira).
• Ensure thorough root cause analysis for recurring incidents.
• Represent the team in Change Advisory Board (CAB) meetings.

Continuous Improvement & Knowledge Management

• Lead improvement initiatives and preventative measures for critical incidents.
• Maintain detailed runbooks, support documentation, and knowledge articles.
• Mentor and train junior engineers and cross-functional team members.

Release, Deployment & Lifecycle Management

• Coordinate new application rollouts and updates, including UAT and rollback planning.
• Manage application lifecycle activities — upgrades, version control, decommissioning.
• Ensure software compliance, licensing accuracy, and audit readiness.

Vendor & Asset Management

• Manage vendor relationships, license renewals, and compliance obligations.
• Oversee software asset tracking via SAM tools (preferably ServiceNow SAM Pro).
• Integrate SAM processes with CMDB, procurement, and ITSM modules.

What We're Looking For

• Strong knowledge of software licensing models and lifecycle management.
• Proven application support experience in enterprise or SaaS environments.
• Proficiency with ITSM tools (e.g., ServiceNow, SAM Pro).
• Understanding of security compliance standards (ISO27001, Cyber Essentials).
• Experience with both on-prem and cloud application environments.
• Basic knowledge of networking concepts and protocols.
• Strong leadership, communication, and problem-solving skills.

Desirable Skills

• Knowledge of construction industry applications.
• Hands-on experience with virtualisation platforms (VMware, Azure, Nutanix).
• Experience in change management and process improvement.
• Proficiency with Microsoft 365.

Qualifications

• Relevant tertiary qualifications in IT.
• ITIL V4 or V3 certification.

Laing O'Rourke are 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 150 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.

We want to ensure our recruitment process is accessible to all. If you need the application form in an alternative format or you would like to know more about our recruitment process, please email [e-mail]