Service Delivery Manager

Leonardo; Gloucester; Hybrid; GBP 50,000 - 60,000; Full time

Benefits offered by this job

Time to Recharge

Pension contribution

Wellbeing support

Online learning access

Flexible benefits

Flexible work

Job summary

Leonardo UK is hiring a Service Delivery Manager to own and improve national security and public sector services. The role involves coordinating service delivery, onboarding, and issue resolution across teams and suppliers, with a focus on resilience and customer satisfaction.

Based in Gloucestershire, the role may include a blended hybrid model combining home and on-site collaboration to support the wider team and customers.

Qualifications

• Experience delivering business services in secure or complex environments.
• Understanding of ITIL, DDaT or similar governance frameworks.
• Ability to coordinate with stakeholders and drive improvements.
• Familiarity with identity management and secure service principles.
• Strong written and verbal communication across audiences.

Responsibilities

• Support delivery of business services ensuring performance and compliance.
• Coordinate service onboarding and transition with stakeholders.
• Monitor service performance; identify risks and improvement opportunities.
• Act as contact for service issues and manage escalations.
• Facilitate service reviews and contribute to improvement plans.
• Maintain service documentation and support materials.
• Contribute to service planning and capability growth.
• Support team collaboration and delivery culture.

Skills

Service delivery experience

ITIL

Governance & compliance

Stakeholder engagement

Security-aware delivery

Education

Experience in secure/regulated environments

Tools

JIRA

ServiceNow

Job description

Job Description

Salary Range £50,000 - £60,000

Leonardo UK operates a grade-based salary framework with broad bands. The salary range shown reflects the approved grade band for this role, or a narrower hiring range published within that band, and is benchmarked against the external market. Exceptions above the standard range are managed through governance controls to protect internal equity

Your Impact

Are you ready to take ownership of essential business services that support national security and public sector operations?

At Leonardo UK, our Service Delivery Managers play a key role in ensuring services are delivered effectively, meet operational and compliance standards, and evolve to support changing business needs. You’ll work across teams to coordinate service delivery, resolve issues, and contribute to service improvement initiatives — helping ensure our services remain resilient, customer-focused, and aligned with business priorities.

Your work at Leonardo UK will see you take the lead in solving customer problems in an agile, innovative and team‑centric manner. The role may involve a blended hybrid working model, with a mixture of working from home and working on site at one of our Leonardo offices to ensure close collaboration with the wider team and with our customers.

Leonardo UK is seeking a Service Delivery Manager to join the Cyber & Security Solutions Division team. This role is focused on delivering, maintaining, and improving platform and systems engineering solutions that underpin critical defence, government and public sector services.

What You Will Do As a Service Delivery Manager

• Support the delivery of business services, ensuring they meet performance, compliance, and customer expectations.
• Coordinate service onboarding and transition, working with stakeholders to ensure operational readiness and smooth handover.
• Monitor service performance, identifying risks, issues, and opportunities for improvement.
• Act as a point of contact for service-related issues, managing escalations and supporting resolution across teams and suppliers.
• Facilitate service reviews, gathering feedback and contributing to service improvement plans.
• Maintain service documentation, ensuring processes, configurations, and support materials are accurate and accessible.
• Contribute to service planning, supporting roadmap development and capability growth.
• Support team collaboration, sharing knowledge and contributing to a positive delivery culture.

What You’ll Bring

• Experience supporting the delivery of business services in secure or complex environments.
• Understanding of service management frameworks (e.g. ITIL, DDaT) and operational governance.
• Ability to manage service issues, coordinate with stakeholders, and contribute to improvement initiatives.
• Familiarity with business systems, identity management, and secure service principles.
• Strong communication skills across technical and non‑technical audiences.
• A proactive mindset focused on customer satisfaction and service reliability.

Core areas (must have)

• Service Delivery & Coordination Experience supporting the delivery and transition of business services, ensuring readiness and performance.
• Governance & Compliance Understanding of service governance, risk management, and alignment with internal and external standards.
• Stakeholder Engagement Ability to communicate effectively with internal customers, technical teams, and external partners.
• Service Documentation & Process Management Experience maintaining service records, support materials, and operational procedures.
• Problem Solving & Escalation Support Ability to troubleshoot service issues and support resolution across teams.
• Continuous Improvement Contributing to service maturity through documentation, automation, and feedback loops.
• Team Collaboration Working effectively across functions and supporting team delivery.

Desirable

• Experience supporting services across hybrid environments (e.g. on-premise, cloud, SaaS).
• Familiarity with Microsoft 365, AWS, and business platforms such as Dynamics or Power Platform.
• Exposure to ITSM tools (e.g. JIRA, ServiceNow) and workflow automation (e.g. Power Automate).
• Understanding of enterprise IT services such as Active Directory, Exchange, PKI, and monitoring tools.
• Awareness of agile delivery practices and DevOps principles.
• Industry certifications (e.g. ITIL Foundation, PRINCE2, AgilePM).
• Experience working in secure or regulated environments (e.g. defence, government, critical infrastructure).

This is not an exhaustive list, and we are keen to hear from you even if you might not have experience in all the above. The most important skill is a good attitude and willingness to learn.

Security Clearance

This role is subject to pre‑employment screening in line with the UK Government’s Baseline Personnel Security Standard (BPSS). An additional range of Personnel Security Controls referred to as National Security Vetting (NSV) may apply, this could include meeting the eligibility requirements for The Security Check (SC) or Developed Vetting (DV). For more information and guidance please visit https //careers.uk.leonardo.com/gb/en/security-and-vetting

Location

This role will be based full time on site in Gloucestershire.

Why join us

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.

• Time to Recharge Generous leave with the opportunity to accrue up to 12 additional flexi‑days each year.
• Secure your Future 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.
• Never Stop Learning Free access to 4,000+ online courses via Coursera and LinkedIn Learning.
• Tailored Perks Spend up to £500 annually on flexible benefits such as private healthcare, lifestyle discounts, and gym memberships.
• Flexible Working Flexible hours with hybrid working options.

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.

At Leonardo we are committed to building an inclusive, accessible, and welcoming workplace. We believe that a diverse workforce sparks creativity, drives innovation, and leads to better outcomes for our people and our customers. If you have any accessibility requirements to support you during the recruitment process, just let us know.

Primary Location

GB - Gloucester

Contract Type

Employee-Permanent

Hybrid Working

Onsite