Service Performance Manager
Join Leonardo’s Digital Solutions team and play a pivotal role in driving exceptional service performance across our UK operations. Working closely with the Service Performance Lead and a wide range of internal and external Service Providers, you will ensure our digital services are robust, resilient, and continuously improving to meet the needs of the business.
Responsibilities
* Manage risk by identifying, assessing, and mitigating operational and service‑related risks, maintaining risk registers and collaborating with stakeholders to implement proactive mitigation strategies.
* Drive continuous improvement by leading service performance reviews, using data insights to identify trends and optimisation opportunities, fostering a culture of ongoing enhancement and operational excellence.
* Oversee CMDB management, ensuring accuracy, completeness, governance of the CMDB, maintaining effective CI relationships to support change and incident management, and working with stakeholders to improve data quality.
* Enhance service availability and resilience by monitoring performance against SLAs/OLAs, leading major incident reviews to embed corrective actions, and supporting resilience and business continuity planning.
What You’ll Bring
* Broad understanding of IT Service Operations and the digital services ecosystem.
* Clear appreciation of how Digital Services support and influence core business functions.
* Experience designing and implementing operational processes and guidance.
* Strong stakeholder engagement and influencing skills.
* Proven ability to manage internal and external challenges to meet business outcomes.
* Expertise in Risk Management, Capacity Management, Continuous Improvement, CMDB governance, Service Availability, and Operational Governance.
* ITIL qualified or experienced working within ITIL‑aligned environments.
* Ability to analyse complex information and make evidence‑based decisions.
* Leadership capability, able to mentor, guide, and support others.
* Experience managing third‑party suppliers and contracts.
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, potentially including eligibility 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.
Why join us
* Time to Recharge – enjoy generous leave with 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.
* 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 possibilities for this role.
Primary Location
GB – Edinburgh
Additional Locations
* GB – Basildon
* GB – Newcastle
* GB – Yeovil – Lysander Rd
Contract Type
Permanent
Hybrid Working
Remote
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