Graduate IT Service Manager

The Opportunity

Do you want to work on real-time projects alongside leading scientists and engineers within a globally renowned company? Leonardo is an international leader in electronic and information technologies for defence systems, aerospace, data, infrastructures, land security and protection, and sustainable ’smart’ solutions.  We are a continually expanding company, offering exciting opportunities to talented individuals who want to work at the forefront of technology.  With the majority of our engineers having chartered status, you can look forward to working with highly skilled professionals that are passionate about their work.

Leonardo’s Fast Track Programme offers you a permanent position to develop your knowledge and skills in our innovative and practical environment.  In addition to working with our highly skilled engineers and business professionals, you will complete a 12 month programme to develop the skills you require to be a leading technical or business professional of the future.

Our 12 month Fast Track Programme

You will be provided with a wealth of development opportunities in both virtual and applied working environments.  On our programme you will engage with challenging and exciting project work and deliver innovative business or technical solutions as part of a team of subject matter experts.  Throughout the programme you will receive coaching and support from your team to achieve your objectives as well as your personal development goals. 

You will gain a wide array of experience in your day to day role and work in Integrated Project Teams to deliver exciting and innovative technical solutions. We are committed to developing our graduates into leading technical or business professionals, and as such we will also support you through your preferred route for chartership. 

At Leonardo we value individuals who continuously demonstrate a dedication to their personal development, and this is no different for our graduates. We have partnered with Coursera, the world leading online training platform that offers around 4,000 courses you can sign up to, according to your professional and personal interests. Self-directed learning thrives in this environment. We are looking for highly motivated individuals who are willing to take on a challenge to fill our graduate roles, and we will demand a high degree of customer focus and work performance from you in order to meet our operational challenges. 

At Leonardo, we are strongly committed to supporting all our people, and, as society and the environment we work in changes, our approach to Inclusion and Diversity continues to evolve and adapt to reflect this. A culture of inclusion goes on to create an environment for greater collaboration, innovation and opportunities to develop as an organisation. If you are willing and able to commit to giving your best performance, you will find Leonardo a very rewarding place to work!  

What you will do

• Collaborating with our Service Providers, monitoring and managing assigned services in the Secret Product Portfolio
• Awareness of service health – performance, capacity, availability and reliability
• Maintaining high performance levels for service-related processes and driving continuous improvement
• Taking ownership of major incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews and effective root cause analysis
• Ensuring that systems, procedures, and methodologies are in place to support world class service delivery
• Developing a deep understanding of projects to enable effective contribution to service definition
• Collaborating with technical design teams to set standards for infrastructure, software, hardware and security et al
• Taking accountability for service delivery performance, meeting customer expectations and managing future demand
• Analysing third-party and internal processes, and creating strategies for service delivery improvement and optimisation
• Recommending and driving improvement of service delivery
• Providing accurate and regular value-add reports on performance of service delivery
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between IT functions and the wider business functions

Leonardo values their people and we reward commitment with a competitive remuneration and flexible benefits package including:

• Competitive starting salary & relocation allowance (subject to eligibility)
• Generous holiday entitlement and flexible working arrangements
• Contributory pension scheme
• Private healthcare options
• Employee discounts with selected suppliers (including gym membership)
• Discounted coffee bar & restaurants at each site
• Free on-site parking

What we are looking for

• Expertise in people management and leadership
• Proficiency in leading both physical and virtual teams
• Experience in dealing with third-party-provided IT services
• Exceptional end user customer-facing skills
• Strong organisational skills
• Ability to manage and prioritise efficiently
• Solid problem-solving skills
• Demonstrate a proactive attitude
• Excellent verbal and written communication skills
• In-depth knowledge of ITIL : escalation procedures, incident management, Problem Management and other disciplines related to service delivery
• Practical experience of Agile and DevOps techniques 

Mandatory

Please note that in order to apply for this opportunity you must be eligible for UK Security Clearance. Normally this is to the level of Security Check (typically known as “SC”) for our business which includes having a minimum of 5 years permanent residency in the UK.

Qualifications

All of our roles require (a) a minimum of an upper Second class Bachelors/Integrated Masters degree, or (b) a higher degree, such as a MSc or PhD.  In all cases the subject should be engineering, mathematics, physics or another relevant STEM discipline.

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