Operational Lead - ServiceNow

Laing O'Rourke; Dartford; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

ServiceNow expertise

Job summary

Laing O'Rourke is seeking a ServiceNow Platform Operations Lead to own the operational stability, performance, and supportability of the ServiceNow platform. You will coordinate with engineering, IT support, MSPs and business stakeholders to ensure reliable service delivery and a positive user experience.

You will lead incident response and problem management, drive continual improvement, and shape a modern, scalable platform as part of our digital transformation across the business.

Qualifications

• Experience in IT operations, service management or platform support.
• Proven incident and problem resolution experience.
• Experience working in multi-team and multi-vendor environments.
• Strong stakeholder management and clear customer communication.
• Ability to coordinate across technical and non-technical teams.

Responsibilities

• Lead day-to-day operational management of the ServiceNow platform, ensuring availability, performance, and service quality.
• Manage incidents and service disruptions, coordinating teams to restore service quickly and effectively.
• Drive problem management activities, including root cause analysis and preventative actions.
• Identify opportunities to improve platform resilience, scalability, and operational efficiency.
• Manage relationships with support teams, managed service providers, and third-party suppliers.
• Act as a key point of contact during service issues, providing clear stakeholder communication.
• Maintain operational reporting, documentation, and governance standards.

Skills

IT operations

Service management

Incident management

Stakeholder management

Cross-functional coordination

Analytical thinking

Tools

ServiceNow

Job description

About the IT Function

Location: Dartford

Are you passionate about deliveringreliable, high-performing technology services and improving customer experience? This is an opportunity to lead the operational performance of a critical enterprise platform, ensuring stability, resilience, and continual improvement while collaborating with teams across the business.

Laing O'Rourke's IT function has renewed its strategy to support the company's ambition to transform the construction industry, making it more sustainable, more productive, and fit for the future.
Technology has a critical role to play in achieving this ambition. Our focus is on applying digital capability in ways that genuinely matter, shaping how complex projects are delivered, how decisions are made, and how innovation improves outcomes for people, communities, and the environment.
Our mission is clear: to create a modern and resilient technology environment where trusted data informs every decision, AI enhances every process, and digital capability enables theorganisationtooperatewith greater scale and productivity.
To deliver this, we are building a different kind of IT function, one that is trusted by the business,forward lookinginits thinking, and deeply connected to operational outcomes. We are looking for individuals who are curious, thoughtful, and motivated by contributing to work that has real industry impact.

Role Overview

As ServiceNow Platform Operations Lead, you willbe responsible forthe operational stability, performance, and supportability of the ServiceNow platform. Acting as thecentral pointof coordination for platform operations, you will work closely with engineering teams, IT support functions, service providers, and business stakeholders to ensure reliable service delivery and a positive user experience.

Key Responsibilities

• Lead the day-to-day operational management of the ServiceNow platform, ensuring availability, performance, and service quality.

• Manage incidents and service disruptions, coordinating teams to restore service quickly and effectively.

• Drive problem management activities, including root cause analysis and preventative actions.

• Identifyopportunities to improve platform resilience, scalability, and operational efficiency.

• Manage relationships with support teams, managed service providers, and third-party suppliers.

• Act as a key point of contact during service issues, providing clear stakeholder communication.

• Maintain operational reporting, documentation, and governance standards.

Essential Requirements

• Strong experience in IT operations, service management, or platform support environments.

• Proven experience managing incidents and problem resolution processes.

• Experience working within multi-team and/or multi-vendor support environments.

• Strong stakeholder management and customer communication skills.

• Ability tocoordinate effectivelyacross technical and non-technical teams.

• Analytical approach with a focus on service performance and continual improvement.

Desirable Requirements

• ServiceNow certification such as CSA, ITSM, or related qualifications.

• Knowledge of ITIL or comparable service management frameworks.

• Experience with ServiceNow modules including ITSM, HRSD, ITOM, or ITAM.

• Experience supporting managed services or offshore delivery models.

• Understanding ofplatform operating models and operational governance.

• Experience withmonitoring, service reporting, and operational tooling.

This role offers the opportunity to shape the operational success of a strategic enterprise platform at thecentreof theorganisation'sdigital transformation. You will influence service improvements, collaborate across a broad stakeholder network, and help create a more resilient and customer-focused platform environment.

About Laing O'Rourke

Laing O'Rourke is an international engineering and construction business known for pushing boundaries in digital engineering, modern methods of construction and sustainable delivery. With more than 150 years of heritage, we are committed to creating environments in which diverse teams can excel and thrive.

Accessibility & Inclusion

We are proud to be part of the Disability Confident scheme. We’re also happy to provide reasonable adjustments throughout the recruitment process.