At a Glance
- Tasks: Lead IT service performance and operations, ensuring stability and efficiency.
- Company: Join Laing O'Rourke, a forward-thinking company committed to innovation.
- Benefits: Competitive salary, inclusive workplace, and opportunities for professional growth.
- Other info: Embrace a culture of continuous improvement and accountability.
- Why this job: Make a real impact by transforming IT services and enhancing customer experience.
- Qualifications: Extensive experience in IT service operations and strong leadership skills.
The predicted salary is between 70000 - 90000 £ per year.
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 tools 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)
Equal Employment Opportunity
Laing O'Rourke is Disability Confident. We welcome applicants with long‑term conditions or disabilities and offer an interview scheme for them. If you need an alternative application format or assistance with the interview process, please let us know.
Principal Lead - IT Service Performance & Operations in Dartford employer: Laing O'Rourke
Laing O'Rourke is an exceptional employer that prioritises employee growth and development within a dynamic and innovative work culture. Located in a vibrant environment, we offer competitive benefits, a commitment to diversity and inclusion, and opportunities for meaningful contributions to large-scale projects, ensuring that our team members thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Lead - IT Service Performance & Operations 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 Principal Lead - IT Service Performance & Operations 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.
