IT Service Designer

Leonardo; Bristol; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global tech leader is seeking a skilled IT Service Designer to join their Digital Solutions Services Lifecycle team in Bristol, UK. In this role, you'll lead the service design lifecycle, focusing on security, user experience, and operational excellence. Ideal candidates will have proven experience in IT Service Design, strong ITIL knowledge, and excellent stakeholder management skills. The position offers a range of benefits including generous leave, a robust pension scheme, and opportunities for professional development.

Benefits

Generous leave with additional flexi-days

Award-winning pension scheme with up to 15% employer contribution

Free mental health support and financial advice

Bonus scheme for performance

Access to 4,000+ online courses

Referral programme financial reward

Flexible benefits including gym memberships

Flexible hours and hybrid work options

Qualifications

• Proven experience in IT Service Design within a complex, multi-supplier or enterprise environment.
• Strong working knowledge of ITIL 4 or ITIL v3, especially Service Design and Service Transition.
• Experience creating Service Design Packages and process documentation.

Responsibilities

• Lead the full service design lifecycle for new or modified IT services.
• Create and maintain Service Design Packages including service models and SLAs.
• Define and document key operational processes such as incident and change management.

Skills

IT Service Design

Stakeholder Management

Analytical Skills

Problem Solving

Education

Degree-level education in a relevant field

ITIL Foundation (v3 or 4)

Tools

ServiceNow

Job description

Job Description : Your Impact

Leonardo is looking for a proactive and highly skilled IT Service Designer to join our Digital Solutions Services Lifecycle team. In this role, you won’t just create service designs—you’ll shape how new and evolving IT services support our people, our strategy, and our mission.

You will collaborate across IT, business units, and external suppliers to ensure every service is crafted with security, sustainability, user experience, and operational excellence at its core.

If you’re passionate about designing services that deliver real value throughout their lifecycle, this is the role for you.

In this dynamic role, you will :

• Lead the full service design lifecycle for new or modified IT services, following ITIL 4 best practices.
• Create and maintain Service Design Packages (SDPs)—including service models, support models, and SLAs / OLAs—and work with the Transition Team to hand services over to BAU Operations.
• Partner with cross-functional teams such as Project Managers, Solution Architects, Technical Service Managers, and suppliers to ensure services meet Leonardo’s needs.
• Define and document key operational processes, including incident, request, change, problem, and knowledge management.
• Ensure all services are secure, resilient, scalable, cost-effective, and aligned with business outcomes.
• Assess the impact of proposed changes on existing services and advise stakeholders.
• Champion a smooth and structured Service Transition into operational support.
• Contribute to the continuous improvement of service design frameworks, tools, and ways of working.
• Maintain strict adherence to Leonardo’s governance, security, and quality standards.

What you will bring

• Proven experience in IT Service Design within a complex, multi-supplier or enterprise environment.
• Strong working knowledge of ITIL 4 or ITIL v3, especially Service Design and Service Transition.
• Experience creating Service Design Packages, process documentation, and operational readiness deliverables.
• Excellent stakeholder management and communication skills.
• Confidence managing multiple priorities with minimal supervision.
• Sharp analytical and problem-solving abilities.

While not essential, the following would be highly advantageous :

• Degree-level education in a relevant field.
• ITIL Foundation (v3 or 4)—ITIL 4 preferred.
• Existing SC Clearance (or willingness to undergo clearance).
• Experience in defence, aerospace / aviation, or other highly regulated sectors.
• Familiarity with ServiceNow or similar ITSM platforms.
• Understanding of Agile / DevOps and how they complement ITIL.

Why join us

• Time to Recharge : Enjoy generous leave with the opportunity to accrue up to 12 additional flexi-days each year.
• Secure your Future : Benefit from our award-winning pension scheme with up to 15% employer contribution.
• Your Wellbeing Matters : Free access to mental health support, financial advice, and employee-led networks championing inclusion and diversity (Enable, Pride, Equalise, Armed Forces, Carers, Wellbeing and Ethnicity).
• Rewarding Performance : All employees at management level and below are eligible for our bonus scheme.
• Never Stop Learning : Free access to 4,000+ online courses via Coursera and LinkedIn Learning.
• Refer a friend : Receive a financial reward through our referral programme.
• Tailored Perks : Spend up to £500 annually on flexible benefits including private healthcare, dental, family cover, tech & lifestyle discounts, gym memberships and more.
• Flexible working : Flexible hours with hybrid working options. For part time opportunities, please talk to us about what might be possible for this role.

For a full list of our company benefits please visit our website.

Leonardo is a global leader in Aerospace, Defence, and Security. Headquartered in Italy, we employ over 53,000 people worldwide including 8,500 across 9 sites in the UK.

Our employees are not just part of a team—they are key contributors to shaping innovation, advancing technology, and enhancing global safety.