ServiceNow Platform Operations Lead

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

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.