Principal Lead - IT Service Performance & Operations
Role Purpose
The Principal Lead – IT Service Performance & Operations is responsible for ensuring IT services are stable, efficient, and continuously improving. Reporting to the Head of Digital Workplace, this role oversees service performance, operational risk, and customer experience.
A key focus is shifting service operations from reactive to proactive and data-driven, improving flow, automation, and overall service quality.
Key Responsibilities
Service Performance & Leadership
- Own performance and resilience of live IT services
- Lead Service Desk, Infrastructure, Site Services, and Service Management teams
- Ensure consistent, reliable service delivery aligned with business needs
Efficiency, Automation & Improvement
- Remove inefficiencies and improve service processes
- Drive automation (e.g., ServiceNow) to increase speed and consistency
- Improve flow and reduce manual effort
Governance & Service Integration
- Oversee smooth transition of services into live operations
- Align service operations with wider IT strategy
Continuous Improvement & Leadership
- Drive a culture of accountability and ongoing improvement
- Track performance metrics and service maturity
- Lead and develop high-performing teams
Success Measures
- Reduced incidents and faster resolution times
- Increased automation and operational efficiency
- Improved customer satisfaction and confidence in IT
- Clear, data-driven service performance visibility
- Strong, engaged, high-performing team
Skills & Experience
Essential:
- Extensive experience leading IT service or infrastructure operations
- Proven ability to improve performance, efficiency, and customer experience
- Strong knowledge of ITSM (practical, not just compliance)
- Experience with automation, process improvement, and tls like ServiceNow
- Strong leadership and stakeholder management skills
Desirable:
- Experience with service transformation or operating model change
- Exposure to large-scale or multi-site environments
- Background in construction, manufacturing, or similar industries
- Relevant certifications (e.g., ITIL, COBIT, ISO)
About Us
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 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 if you would like to opt in to this scheme and let us know if you require any adjustments for the interview process.
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 resourcingteam@laingorourke.com
