IT Service Designer

Leonardo UK Ltd; Newcastle upon Tyne; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A global leader in Aerospace and Defence is seeking a skilled IT Service Designer in Newcastle. This role involves leading service design lifecycles, collaborating with cross-functional teams, and ensuring services are secure and sustainable. Candidates should have proven experience in IT Service Design and knowledge of ITIL frameworks. Flexible working options are available, and a comprehensive benefits package is offered including generous leave and a robust pension scheme.

Benefits

Generous leave and flexi-days

Pension scheme with up to 15% employer contribution

Access to mental health support

Free online courses via Coursera and LinkedIn Learning

Flexible working options

Qualifications

• Proven experience in IT Service Design within a complex environment.
• Experience creating Service Design Packages and process documentation.
• Excellent communication skills and confidence managing multiple priorities.

Responsibilities

• Lead the service design lifecycle for new or modified IT services.
• Create and maintain Service Design Packages including service models.
• Champion a structured Service Transition into operational support.

Skills

IT Service Design

ITIL 4 or ITIL v3 knowledge

Stakeholder management

Analytical skills

Education

Degree-level education in a relevant field

Tools

ServiceNow or similar ITSM platforms

Job description

Job Description:

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.

Responsibilities

• 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

To thrive in this role, you’ll 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.

Additional advantages

• 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.

Benefits

At Leonardo, our people are at the heart of everything we do. We offer a comprehensive, company-funded benefits package that supports your wellbeing, career development, and work–life balance. Whether you're looking to grow professionally, care for your health, or plan for the future, we’re here to help you thrive.

• 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.

Location

Primary Location: GB - Newcastle

Contract Type: Permanent

Hybrid Working: Hybrid