Service Delivery Manager - ServiceNow in Kent

Are you ready to shape the delivery of a critical enterprise platform that supports business performance, operational improvement and digital transformation? This is an opportunity to lead the coordination, governance and continuous improvement of ServiceNow delivery, working with stakeholders, technical teams and delivery partners to ensure initiatives deliver measurable value.

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 the Service Delivery Manager, you will be responsible for the effective and transparent delivery of change and operational improvements across the ServiceNow platform. Acting as the central point of coordination, you will bring together engineering, architecture, operations, suppliers and business stakeholders to ensure priorities are clear, governance is effective, and delivery outcomes align with business objectives.

Key responsibilities

• Lead the delivery of ServiceNow initiatives from demand intake through to deployment and transition into live service.
• Coordinate platform priorities aligned to business needs and roadmap commitments.
• Manage delivery plans, risks, dependencies and outcomes.
• Build strong stakeholder relationships and support decision-making.
• Embed delivery governance, reporting and financial controls.
• Coordinate internal and third-party delivery teams.
• Drive continuous improvement in delivery performance.

Essential requirements

• Significant experience in IT project, programme or service delivery management.
• Experience managing complex technology deliveries.
• Experience with offshore or third-party delivery providers.
• Strong stakeholder management and communication skills.
• Understanding of Agile and hybrid delivery methodologies.
• Experience with governance and reporting frameworks.

Desirable requirements

• Experience in platform-based operating models.
• Familiarity with ServiceNow, Jira or similar tools.
• Exposure to ServiceNow, SAP, Salesforce or Azure.
• Knowledge of ITIL principles.

What makes this role compelling

This is an opportunity to influence how a strategic enterprise platform evolves and delivers value across the business and help shape the future of platform services.

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