Service Delivery Manager

Job Description

At Leonardo UK, our Service Delivery Managers play a critical role in ensuring that business‑critical services supporting national security and public sector operations are delivered reliably, securely, and day‑to‑day on site.

Leonardo UK is seeking a Service Delivery Manager to join the Cyber & Security Solutions Division. This role is focused on the operational delivery and continual improvement of secure, on‑premise platform and systems engineering services within a highly regulated customer environment. The role operates fully within an Integrated Project Team (IPT) and is embedded at a secure London customer location, working directly with users, engineers, and operational teams.

Responsibilities will include hands‑on service oversight, incident and issue coordination, ensuring services remain resilient, compliant, and aligned with customer and contractual expectations. This role requires Developed Vetting (DV) due to the nature of the customer environment; candidates must be eligible for DV clearance and able to maintain it for the duration of the role.

• Provide day‑to‑day operational oversight of secure, on‑premise services delivered within a customer IPT environment.
• Act as the primary onsite service lead, working closely with a small number of high‑value users to ensure service reliability, responsiveness, and customer satisfaction.
• Coordinate and manage incidents, service issues, and escalations on site, working directly with engineering, field support, and operational teams.
• Ensure services meet agreed performance, availability, security, and compliance requirements.
• Support service onboarding and transition into live operation, ensuring services are fully operationally ready within the secure environment.
• Maintain and own service documentation, including service descriptions, support models, escalation paths, and operational procedures.
• Lead and support local operational teams, providing direction, prioritisation, and coaching as services mature.
• Facilitate regular service reviews with customer and internal stakeholders, driving continual service improvement based on operational feedback.
• Identify risks, issues, and improvement opportunities arising from live service delivery and coordinate corrective actions.
• Contribute to service planning and roadmap activities, ensuring services remain sustainable and fit for purpose.

• Proven experience delivering and supporting secure, on‑premise services within regulated or high‑assurance customer environments.
• Experience working within IPT or customer‑embedded delivery models, providing hands‑on service leadership.
• Strong understanding of service management principles (e.g. ITIL) applied in an operational, frontline context rather than remote governance.
• Demonstrated ability to manage incidents, issues, and escalations on site, working directly with technical and operational teams.
• Experience leading or coordinating locally delivered service teams, including day‑to‑day tasking and prioritisation.
• Strong stakeholder management skills, with the ability to build trusted relationships with customers and users in secure environments.
• Clear, confident communication skills across technical and non‑technical audiences.
• A proactive, accountable approach to service ownership, risk management, and continuous improvement.

• On‑site Service Delivery:
  Hands‑on experience managing live services within a secure customer location.
• Incident & Escalation Management:
  Leading and coordinating incident response in person, working with onsite teams.
• Secure / Regulated Environments:
  Experience operating under strict security, compliance, and operational controls.
• Service Delivery & Coordination:
  Experience supporting the delivery and transition of business services, ensuring readiness and performance.
• Governance & Compliance:
  Understanding of service governance, risk management, and alignment with internal and external standards.
• Stakeholder Engagement:
  Ability to communicate effectively with internal customers, technical teams, and external partners.
• Service Documentation & Process…