> Markdown version of [/jobs/ext/4157676-it-service-delivery-experience-manager](https://www.wearedevelopers.com/jobs/ext/4157676-it-service-delivery-experience-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery & Experience Manager - **Company:** Laing O'Rourke - **Location:** Dartford, UK - **Contract:** Permanent contract - **Skills:** Information Technology Operations, Knowledge Management, Live Connect (Windows), Operational Data Store, Information Technology, Performance Monitor, Servicenow - **Published:** October 28, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ed27dd569912ab56 ## About the Role Are you an experienced IT service management leader who can improve service performance while creating a simpler, more trusted experience for customers?, * 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. ## Description * 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., * 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.