Service Delivery Manager - ServiceNow

Laing O'Rourke; Dartford; On-site; GBP 70,000 - 110,000; Full time

Job summary

Laing O'Rourke is seeking a ServiceDelivery Manager to oversee the effective and transparent delivery of change and operational improvements across the ServiceNow platform, coordinating engineering, architecture, operations, suppliers and business stakeholders.

You will align priorities with the business roadmap, drive governance and reporting, and lead cross‑functional delivery teams to ensure initiatives deliver measurable value.

Qualifications

• Significant experience in IT project, programme or service delivery management.
• Experience managing complex technology deliveries.
• Experience with offshore or third-party delivery providers.
• Strong stakeholder management and communication skills.
• Understanding of Agile and hybrid delivery methodologies.
• Experience with governance and reporting frameworks.

Responsibilities

• Lead the delivery of ServiceNow initiatives from demand intake through to deployment and transition into live service.
• Coordinate platform priorities aligned to business needs and roadmap commitments.
• Manage delivery plans, risks, dependencies and outcomes.
• Build strong stakeholder relationships and support decision-making.
• Embed delivery governance, reporting and financial controls.
• Coordinate internal and third-party delivery teams.
• Drive continuous improvement in delivery performance.

Skills

IT project management

Stakeholder management

Delivery governance

Agile delivery

Hybrid delivery

Communication skills

Risk management

Education

ITIL principles

Tools

ServiceNow

Jira

SAP

Salesforce

Azure

Job description

Are you ready to shape the delivery of a critical enterprise platform that supports business performance, operationalimprovementand digital transformation. This is an opportunity to lead the coordination,governanceand continuous improvement of ServiceNow delivery, working with stakeholders, technicalteamsand delivery partners to ensure initiatives deliver measurable value.

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 the ServiceDelivery Manager, you willbe responsible forthe effective and transparent delivery of change and operational improvements across the ServiceNow platform. Acting as thecentral pointof coordination, you will bring together engineering, architecture, operations,suppliersand business stakeholders to ensure priorities are clear, governance is effective, and delivery outcomes align with businessobjectives.

Key responsibilities

• Lead the delivery of ServiceNow initiatives from demand intake through to deployment and transition into live service.
• Coordinate platform priorities aligned to business needs and roadmap commitments.
• Manage delivery plans, risks,dependenciesand outcomes.
• Build strong stakeholder relationships and support decision-making.
• Embeddeliverygovernance, reporting and financial controls.
• Coordinate internal and third-party delivery teams.
• Drive continuous improvement in delivery performance.

Essential requirements

• Significant experiencein IT project,programmeor service delivery management.
• Experience managing complex technology deliveries.
• Experience with offshore or third-party delivery providers.
• Strong stakeholder management and communication skills.
• Understanding ofAgile and hybrid delivery methodologies.
• Experience with governance and reporting frameworks.

Desirable requirements

• Experience in platform-based operating models.
• Familiarity with ServiceNow, Jira or similar tools.
• Exposure to ServiceNow, SAP,Salesforceor Azure.
• Knowledge of ITIL principles.

What makes this role compelling

This is an opportunity to influence how a strategic enterprise platform evolves and delivers value across the business and help shape the future of platform services.

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.

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