Service Performance Manager

Leonardo UK Ltd; Luton; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is looking for experienced IT Service Managers to enhance service operations within their Digital Solutions Tech Ops Function. This hybrid role emphasizes service stability and performance management, requiring collaboration with internal and external service providers. You will be responsible for monitoring service delivery, managing risks, and ensuring compliance with governance controls. With a commitment to employee development and a flexible working environment, this opportunity offers a chance to make a significant impact in a dynamic organization dedicated to innovation and excellence in Aerospace, Defence, and Security.

Benefits

Flexible Working

Private Healthcare

Dental Schemes

25 Days Holidays

Pension Scheme

Employee Assistance Programme

Discounted Gym Membership

Free Online Courses

Referral Incentive

Bonus Scheme

Qualifications

• Broad technical knowledge of services supported within Service Operations.
• Experience in creating and implementing processes and guidance.

Responsibilities

• Manage service performance for Digital Solution services across the UK.
• Ensure compliance with governance controls and support BCP testing.

Skills

Incident Management

Problem Management

Change Management

ITIL Foundation

Stakeholder Engagement

Risk Management

Service Performance Management

Process Implementation

Mentoring

Decision Making

Education

ITIL Certification

Job description

Job Description:

Leonardo UK Ltd is seeking experienced IT Service Managers to work within its Digital Solutions Tech Ops Function to support all aspects of Service Operations Management, focussing on service stability (Incident and Problem Management) and Service Performance (demand, capacity, risk and CSI) in support of delivering Digital Solution services across Leonardo’s business operations in the UK.

This is a hybrid role and will require occasional national travel.

Purpose:

Collaborating with the Leonardo Service Performance Lead and internal and external Service Providers to deliver service performance for Digital Solution services across the UK covering the following key areas;

Performance Management

1. Report on the consolidated budget allocated to Tech Ops
2. Maintain a consolidated Risk Register for Tech Ops
3. Manage and report on capacity, consolidated for all Service Providers
4. Manage and report on service availability for all Service Providers
5. Manage and report on Service Request SLAs fulfilled by internal and external Service Providers.
6. Manage CMDB accuracy, collaborating with CMDB stakeholders / contributors
7. Manage service change to minimise risk and impact to the business

Additionally;

1. Responsible for quality information output from 3rd Party Service desk
2. Identify & promote service improvement opportunities
3. Contribute to risk management, including risk identification and mitigation
4. Provide complex professional guidance to the business and wider Digital Solution functions on all aspects relating to Service Operations.
5. Support operation of common governance model for Tech Ops

Key Accountabilities:

1. Guarantee tight deadlines will be met by planning and prioritising work efficiently
2. Monitor service delivery for all Digital Solution services to ensure achievement of expected service levels, such as availability
3. Report on the consolidated Tech Ops cost base
4. Report on consolidated risk position across Tech Ops
5. Ensure “just enough” reporting/dashboarding setting standard format for use across Tech Ops
6. Use expert knowledge to identify risks and identify continuous improvement opportunities
7. Ensure control of services to ensure efficient use across the Digital Solutions estate
8. Ensure Service Operations compliance with governance controls
9. Support the IBP process
10. Support BCP testing and exercises
11. Provide support to Service Performance Leads as directed.
12. Deputise for Service Performance Lead as required

Core Skills:

1. Broad technical knowledge and understanding of services supported within scope of Service Operations.
2. Clear understanding of business functions and the impact of DS services and Service Operations to these functions.
3. Experience of creating and implementing process and guidance
4. Ability to engage and influence stakeholders.
5. Ability to manage internal and external issues to deliver the business outcomes
6. Incident, Problem & Change Management
7. ITIL Foundation
8. Experience making effective decisions through the analysis of information and executing them.
9. The capability to lead, mentor and develop others.
10. Actively applies skills to influence across the wider business
11. Experience of managing external contracts and stakeholders

This role can be based in any of the Leonardo UK offices and our Custom Working approach allows a balance between home and office working. To be effective in this role, an in-office presence of 1-2 days each week is to be expected as well as occasional travel to the other UK sites.

Security Clearance

You must be eligible for full security clearance. For more information and guidance please visit: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels

Life at Leonardo

With a company funded benefits package, a commitment to learning and development, and a flexible approach to working hours focused on the needs of both our employees and customers, a career with Leonardo has never offered as many opportunities or been more accessible to as many people.

• Flexible Working: Flexible hours with hybrid working options. For part-time opportunities, please talk to us
• Company funded flexible benefits: Access to private healthcare, dental schemes, Workplace ISA, Go Green Car Scheme, technology and lifestyle options (£500 annual allowance)
• Holidays: 25 days plus bank holidays, option to buy/sell leave and to accrue up to 12 additional flexi leave days per year
• Pension: Award winning pension scheme (up to 15% employer contribution)
• Wellbeing: Employee Assistance Programme with access to free mental health support, financial wellbeing support and network groups to demonstrate our ongoing commitment to diversity & inclusion (Enable, Pride, Equalise, Armed Forces, Carers, Wellbeing and Ethnicity)
• Lifestyle: Discounted Gym membership, Cycle to work scheme
• Training: Free access to more than 4000 online courses via Coursera and Linkedin Learning
• Referral Incentive: You can earn a reward for successfully referring a friend or family member
• Bonus: Scheme in place for all employees at management level and below

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

Leonardo is a global high-tech company and one of the key players in Aerospace, Defence and Security. Headquartered in Italy, Leonardo has over 45,000 employees, of which 8,000 are based at 8 sites throughout the UK.

At Leonardo UK, we believe that a diverse and inclusive work environment unlocks our people’s full potential and drives innovation and creativity. We work hard to offer a welcoming, accessible and inclusive place to work for all of our people, creating a culture where everyone can thrive, feel safe and have a sense of belonging and connection.

This is a great opportunity to bring your talents and form an integral part of Leonardo’s future. We can help you develop your skills and offer great opportunities to develop and grow, so why not join us.

Primary Location: GB - Basildon

Additional Locations: GB - Edinburgh, GB - Luton - Cap. Green 300

Contract Type:

Hybrid Working: Hybrid