Service Perfomance Manager

Your Impact

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.

This is an exciting opportunity for someone who thrives in a dynamic environment, enjoys solving complex problems, and is passionate about elevating service operations.

This role can be based at any of Leonardo’s eight UK offices. Through our Custom Working approach, you will have a blend of home and office working, with occasional on-site presence and travel to other UK locations required for key meetings or activities.

In this role, you will be responsible for a broad range of activities that ensure high-quality service performance across Digital Solutions. You will:

• Manage risk by identifying, assessing, and mitigating operational and service-related risks, maintaining risk registers in line with organisational frameworks, 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, and fostering a culture of ongoing enhancement and operational excellence.
• Oversee CMDB management by ensuring accuracy, completeness, and 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 to maintain robust services.

What you’ll bring 

We’re looking for someone who brings a blend of technical capability, operational insight, and strong stakeholder engagement:

• 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 a mixture of 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 effective, 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, 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

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. Whether you're looking to grow professionally, care for your health, or plan for the future, we’re here to help you thrive.

• Time to Recharge: Enjoy generous leave with the 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 (Enable, Pride, Equalise, Armed Forces, Carers, Wellbeing and Ethnicity).
• 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 what might be possible for this role.

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.

Be part of something bigger - apply now!

Primary Location:

GB - Edinburgh

Additional Locations:

GB - Basildon, GB - Newcastle, GB - Yeovil - Lysander Rd

Contract Type:

Permanent

Hybrid Working:

Remote