Service Analyst

Job Description:

Leonardo, one of the top ten largest defence companies globally, operates across a wide range of industries, including defence, aerospace, energy, transport, space, and manufacturing. We design and deliver innovative technologies, from advanced helicopters to cutting-edge radios, and invest significantly in R&D to stay at the forefront of innovation.

The Cyber & Security Division within Leonardo UK plays a critical role in supporting our customers' digital transformation, delivering and securing technology solutions for both civil and defence sectors. This division is key to enhancing customer capabilities globally.

We are currently seeking a Service Analyst to join our Shared Services team at Leonardo. In this pivotal role, you will be responsible for the end-to-end management and oversight of multiple projects, ensuring they align with our Shared Services model and ITIL best practices.

What you'll do as a Service Analyst:

• Provide comprehensive service oversight for multiple projects, ensuring alignment with the Shared Service model and ITIL framework.
• Host daily operational meetings to assess service health, identify potential issues, and drive effective resolutions.
• Proactively investigate and resolve issues related to systems, processes, and services.
• Assist in implementing corrective actions and preventative measures to maintain service continuity and avoid disruptions, ensuring a high level of customer satisfaction.
• Collaborate with suppliers to address incidents, problems, and service performance issues, contributing to continuous service improvement plans.
• Coordinate the Major Incident Management process, including reviews, lessons learned, and rota maintenance.
• Take ownership of escalated customer issues and engage the appropriate resolver groups for prompt resolution.
• Assist in reporting key performance metrics and provide data for management reports.
• Ensure adherence to established processes and procedures across the facility.
• Foster strong working relationships with the Integrated Project Team (IPT) and ensure ITIL governance best practices are followed across customer contracts.
• Monitor and ensure the delivery of services within agreed SLAs, identifying opportunities to reduce penalties and service credits.
• Step in to support team members during absences and assist in maintaining operational continuity.

What we Need from you:

Essential

• Knowledge of ITIL processes and industry best practices.
• Troubleshooting and problem-solving skills.
• Excellent communication skills, both verbal and written, with the ability to engage effectively with stakeholders.
• A self-starter with the ability to work independently.
• Strong teamwork skills and the ability to prioritize tasks effectively to meet deadlines with minimal supervision.
• ITIL Foundation V4 certification
• Eligibility to be cleared for UKSC and potentially DV clearance in the future.

Desirable:

• Experience as a Service Analyst or in a similar position within IT services.
• Demonstrable ability to manage multiple projects simultaneously, ensuring the smooth delivery of services.
• Experience with incident, problem, change, and service request management processes.
• Experience with ITSM tools like ServiceNow or Jira Service Management.

Security Clearance

You must be eligible for full security clearance.

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.
• Company funded flexible benefits: We offer an award-winning flexible benefits plan. These include 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, access to Mental Health support, Financial wellbeing support, network groups (Enable, Pride, Equalise, Reservists, Carers).
• Lifestyle: Discounted Gym membership, Cycle to work scheme.
• 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:
GB - Bristol - Coldharbour Lane

Contract Type:
Permanent

Hybrid Working:
Hybrid