Service Delivery Manager

Job Description:

As a Service Delivery Manager you will be supporting the delivery of a comprehensive portfolio of intelligent Cyber Security services and solutions to a client-base that spans a wide range of different industries. Working as part of a team, successful candidates will share our values and have an interest in working with the latest technologies to provide exceptional customer service in support of our clients.

This is an excellent opportunity to join one of the UK’s leading aerospace companies. To support you in this role, we offer our award-winning flexible benefits plan , having won the Best Flexible Working Policy Award, Best Flexible Benefits Strategy and Best Flexible Benefits Plan in 2023.

What you’ll do as a Service Delivery Manager:

The successful candidate will co-ordinate the activities required to deliver Cyber Security Services to customers as part of Leonardo’s Managed Security Service offering. The candidate will be responsible for conducting security focused service reviews, working closely with clients to understand security risks and threats and to make sure that all of the Cyber Security Services are fit for purpose.

This is a central role that supports the full ITIL process flow, which includes an extensive range of services and stakeholders, in a fast-paced challenging environment. The candidate will be required to provide customer support ensuring that KPI’s are met, acting as an escalation point for all requests and Incidents. The successful candidate must be proactive and diligent with a passion about Cyber Security as well as business and client success.

• Working closely with customers to understand their business needs
• Ensuring contractual obligations are met and SLAs are met or exceeded
• Chairing monthly service reviews
• Analytics of security trends
• Manage and mature stakeholder relationships
• Manage and create service improvements
• Increase profitability by identifying new business opportunities with existing clients
• Take ownership of customer satisfaction
• Act as the main point of escalation
• Maintain and develop documentation and knowledge base
• Manage transition of services into BAU in line with contract agreements
• On-boarding of new customers supporting the delivery of project milestones as part of Service Transition activities

What we need from you:

• Experience in the use of management information from the following Security tools : SIEM, EDR, Vulnerability Intelligence or Behavioural Analysis.
• Project Management Experience (PRINCE2, AGILE etc)
• CompTIA Security.
• Understanding of incident response and Cyber Kill Chain.
• ITIL Foundation Level (v3 or v4).
• Background in a customer facing environment.
• Demonstrable track record of maintaining strong relationships with customers.
• Must be able to interpret and communicate customer issues in order to resolve or escalate as appropriate, in line with corporate standards, service levels and departmental work instructions, to ensure minimal disruption to users.
• Must be able to demonstrate strong interpersonal and communication skills (both oral and written), with experience of liaising with both technical and nontechnical audiences.
• Must be able to demonstrate an ability to manage a team and to prioritise workloads to ensure deadlines are met and achieve targets.

Desirable Skills

• Operational knowledge of Service Level Agreements (SLAs) and their delivery.
• Understanding of technical trends within the ICT or cyber security industry and how modern technology can be harnessed to enhance the delivery of services.
• Experience working within a SOC.
• Experience of working within technically complex environments or on a project with multiple participants.
• Experience of working to SLA & KPI measures.
• Ability to manage workload for themselves in pressurised environments to Time, Quality and Standards;
• A personable and flexible individual, who is willing to work as part of an international and culturally diverse team in a highly focused and demanding environment;
• Ability to communicate technical solutions to both technical and non-technical audience;
• A motivated, self-managed individual who can demonstrate flexibility and innovation to a constantly evolving and improving service with the aptitude to learn new skills

Security Clearance

You must be eligible for full security clearance.  For more information and guidance please visit :

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.

• Pension: Award winning pension scheme (up to 10% employer contribution)
• Holidays: 25 days plus bank holidays, option to buy/sell leave and to accrue up to 12 additional flexi leave days per year
• Flexible Working: Flexible hours with hybrid working options. For part time opportunities, please talk to us
• Wellbeing:  Employee Assistance Programme, access to Mental Health support, Financial wellbeing support, network groups (Enable, Pride, Equalise, Reservists, Carers)
• Lifestyle:  Discounted Gym membership, Cycle to work scheme
• Company funded flexible benefits: Access to private healthcare, dental schemes, Workplace ISA, Go Green Car Scheme, technology and lifestyle options (£500 annual allowance)
• Training: Free access to more than 4000 online courses via Coursera
• 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.

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 7,000 are based in 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:

Contract Type:

Hybrid Working: