IT Service Delivery & Experience Manager

IT Service Delivery & Experience Manager

Are you an experienced IT service management leader who can improve service performance while creating a simpler, more trusted experience for customers?

This is an opportunity to shape how live IT services are delivered across Laing O'Rourke. You will guide service management teams, strengthen ITSM processes and work collaboratively with technical teams, suppliers and senior stakeholders to deliver improvements that people can see and feel.

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 the organisation to operate with greater scale and productivity.

To deliver this, we are building a different kind of IT function, one that is trusted by the business, forward looking in its 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.

The role

• The IT Service Delivery & Experience Manager is responsible for how live IT services are delivered and experienced day to day.
• You will lead the incident, request, problem and change management processes, alongside service performance reporting, knowledge management, self-service, operational risk and service continuity.
• Managing managers and a wider service team, you will establish clear standards, support consistent ways of working and hold internal teams and suppliers accountable for service performance.
• You will use reliable data, customer feedback and operational insight to improve resolution, reliability and customer effort. You will also help restore confidence where services have fallen short by communicating openly and delivering visible improvements.

Key responsibilities

• Lead the incident, request, problem and change management processes.
• Oversee change governance, including change standards, risk assessment and the Change Advisory Board.
• Set practical ITSM standards and simplify processes that create unnecessary friction.
• Chair service performance, problem management and change forums.
• Shape a customer-focused support experience that makes it easy for people to access help, receive updates and achieve an effective resolution.
• Gather and act on customer feedback, clearly communicating the improvements made as a result.
• Act as a senior contact for business areas experiencing service concerns.
• Set standards for IT knowledge, self-service and the service catalogue.
• Provide trusted service performance reporting using agreed measures and reliable data.
• Maintain a prioritised improvement backlog and introduce automation that reduces customer effort.
• Assess ITSM maturity and contribute to the development and delivery of the service improvement roadmap.
• Ensure major incidents are managed effectively, with timely, plain-English business communications.
• Work with technical service owners to identify and address the root causes of recurring incidents.
• Oversee operational risk and service continuity for live services, including recovery testing.
• Support the operational readiness and acceptance of new or changed services.
• Lead, coach and develop service managers and the wider team.
• Work collaboratively with technical service owners, colleagues and suppliers to encourage consistent service management practices.
• Lead operational service reviews and provide clear performance evidence to support supplier management.

Essential requirements

• Experience leading IT service management or IT operations, including experience managing managers.
• A track record of managing ITSM processes, including change management, and delivering measurable service improvements.
• Experience of using customer and operational data to identify priorities and guide decisions.
• Strong customer-facing skills, with the ability to listen, understand business needs and manage expectations.
• Able to handle challenging conversations with senior stakeholders, including during major incidents.
• Experience rebuilding stakeholder trust when a service has fallen short through honest communication and visible follow-through.
• Clear written and verbal communication skills, with the ability to explain technical or operational matters to non-technical audiences.
• The ability to influence teams, stakeholders and suppliers without relying on direct authority.
• Practical experience using ServiceNow, including its knowledge management and self-service capabilities.
• Experience working within multi-supplier or managed service environments.
• An ITIL qualification or another relevant service management certification.

Desirable requirements

• Experience assessing ITSM maturity and contributing to a structured service improvement roadmap.
• Experience overseeing service continuity, operational recovery testing or links between IT service continuity, business continuity and disaster recovery.
• Experience introducing automation that improves the customer experience and reduces effort.
• Experience supporting the operational readiness and acceptance of new or significantly changed IT services.

What makes this role compelling

You will have the opportunity to influence the quality and consistency of IT services across a complex international engineering and construction business.

The role combines leadership, customer experience, service management and continuous improvement, giving you the scope to deliver changes that have a clear and measurable impact.

You will work across business, technical and supplier teams, helping to create a trusted and resilient service environment that supports Laing O'Rourke's wider transformation.

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. If you meet the essential criteria and would like to be considered through our Offer an Interview scheme, please let us know. We're also happy to provide reasonable adjustments throughout the recruitment process.

If you require an alternative format of this advert or need support during the application, please contact: resourcingteam@laingorourke.com

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