At a Glance
- Tasks: Lead the operational performance of the ServiceNow platform and enhance customer experience.
- Company: Join Laing O'Rourke, a leader in digital engineering and sustainable construction.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic environment with a focus on innovation and collaboration.
- Why this job: Shape the future of technology in construction and make a real impact.
- Qualifications: Experience in IT operations and strong stakeholder management skills.
The predicted salary is between 56700 - 69300 £ per year.
Location: Dartford
Are you passionate about delivering reliable, 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.
About the IT Function
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.
Role Overview
As ServiceNow Platform Operations Lead, you will be responsible for the operational stability, performance, and supportability of the ServiceNow platform. Acting as the central point of 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.
- 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.
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 to coordinate effectively across 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 of platform operating models and operational governance.
- Experience with monitoring, service reporting, and operational tooling.
This role offers the opportunity to shape the operational success of a strategic enterprise platform at the centre of the organisation's digital 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. 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
Operational Lead - ServiceNow in Dartford employer: Laing O'Rourke
Laing O'Rourke is an excellent employer that fosters a collaborative and innovative work culture, particularly in the dynamic environment of Stansted. Employees benefit from comprehensive professional development opportunities, competitive remuneration, and the chance to lead impactful projects within the aviation sector, all while being part of a forward-thinking team dedicated to excellence in procurement.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Lead - ServiceNow in Dartford
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Laing O'Rourke values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Laing O'Rourke might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Laing O'Rourke!
✨Direct Apply to Laing O'Rourke
Let's not forget to apply directly through the Laing O'Rourke website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Operational Lead - ServiceNow in Dartford
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Laing O'Rourke.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Laing O'Rourke. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Laing O'Rourke
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
