Service Delivery Manager (12 months FTC)

Leonardo; West of England; Hybride; GBP 55 000 - 75 000; Plein temps

Résumé du poste

Leonardo UK is seeking a Service Delivery Manager to join the Cyber & Security Solutions Division on a 12 months fixed-term contract. You will lead delivery of complex services across teams, ensuring performance, compliance and customer satisfaction while supporting roadmaps and capability growth.

The role offers hybrid working, split between home and one of our UK offices, with opportunities to collaborate with customers and suppliers to sustain resilient, secure and well-governed services.

Qualifications

• Experience delivering services in secure or complex environments.
• Knowledge of ITIL and DDaT frameworks.
• Strong communication across technical and non-technical audiences.
• Ability to coordinate with stakeholders and manage escalations.

Responsabilités

• Support the delivery of business services, ensuring they meet performance, compliance, and customer expectations.
• Coordinate service onboarding and transition with stakeholders for operational readiness.
• Monitor service performance and identify risks, issues, and opportunities for improvement.
• Act as a point of contact for service-related issues and manage escalations across teams.
• Facilitate service reviews and contribute to improvement plans.
• Maintain service documentation, processes, configurations, and support materials.
• Contribute to service planning and capability growth.
• Support team collaboration and a positive delivery culture.

Connaissances

ITIL

DDaT

Stakeholder management

Communication

Agile delivery practices

DevOps principles

Security awareness

Formation

ITIL Foundation (Certification)

PRINCE2 (Certification)

AgilePM (Certification)

Outils

JIRA

ServiceNow

Power Automate

Microsoft 365

AWS

Power Platform

Description du poste

Job Description:

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 on a 12 months long fixed-term contract to cover maternity leave. 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 can be based at one of our UK sites, with hybrid/custom working options where appropriate.

Why join u