CYS - GCAP Joint Venture Headquarters - Service Assurance Senior Manager

Job Description

Leonardo is a global industrial group, among the main global players in Aerospace, Defence and Security that realises multi-domain technological capabilities in Helicopters, Aircraft, Aerostructures, Electronics, Cyber Security and Space. With over 60,000 employees worldwide, the company has a solid industrial presence in Italy, the UK, Poland and the US. It also operates in 150 countries through subsidiaries, joint ventures and investments.

A key player in major international strategic programmes, it is a technological and industrial partner of governments, defence administrations, institutions and companies.

Within the GCAP Joint Venture, in the GCAP Technical Leadership UO, we are looking for a Service Assurance Senior Manager for GCAP HQ in Reading (UK).

The Service Assurance Senior Manager ensures that IT services consistency meet quality, availability, and compliance standards through effective incident, problem, change, and risk management processes. This includes proactively identifying and mitigating risks to service continuity, assuring adherence to SLAs, and supporting operation resilience in alignment with organisational objectives.

• Service Assurance Governance:
  Support the Head of Service Management in developing and maintaining service management service assurance frameworks and controls to ensure service continuity, stability, and compliance.
• Incident & Problem Management Oversight:
  Ensure the effective execution of incident and problem management processes, minimising business impact and ensuring root cause analysis and permanent resolutions.
• Risk and Compliance Management:
  Identify operational risks and compliance gaps related to service delivery, and develop mitigation strategies in collaboration with security and risk teams.
• Change and Release Assurance:
  Evaluate change and release activities to ensure minimal disruption to service and alignment with business needs.
• SLA Monitoring and Compliance:
  Monitor adherence to SLAs and ensure corrective actions are taken when service levels are not met.
• Stakeholder Engagement:
  Conduct regular reviews with internal and external stakeholders to ensure service quality expectations are met and maintained.
• Reporting and Communication:
  Provide the Head of Service Management and relevant stakeholders with reports and recommendations to enhance service assurance and reduce operational risks.
• Continuous Improvement:
  Promote continuous service improvement by analysing incidents, problems, and change outcomes to identify trends and drive enhancements.

• Ensure the stability and reliability of IT services through robust assurance practices.
• Proactively identify and mitigate service risks and ensure compliance with internal and external standards.
• Drive continuous improvement of incident, problem, change, and risk management processes.
• Monitor service-related risks and ensure alignment with business risk appetite and resilience planning.
• Collaborate with other Digital Information teams to ensure quality, compliance, and service continuity are maintained.

Senior (5-10 anni).

• Relevant IT Service Management certifications (e.g., ITIL v3/4)
• University degree or higher required. Bachelor's degree in Information Technology, Computer Science or related field is preferred
• 5+ years of IT service delivery and performance management experience
• Experience in setting and managing SLAs/KPIs Proficiency in data analytics
• Experience in service operations using the ITIL
• Strong understanding of service monitoring tools and technologies
• Strong understanding of ITSM platforms (e.g., Service Now)
• Good understanding of IT architecture and key technology components, e.g., servers, networks
• Experience using major Microsoft Office applications (e.g., Word, Excel, PowerPoint)
• Strong verbal and written communication skills
• High ethical standards when handling confidential information

• PMP (Project Management Professional) and related certifications are preferred
• Ability to efficiently manage and prioritize multiple tasks and schedules
• 5+ years of IT service delivery and performance management experience Ability to quickly respond to various challenges and identify appropriate solutions
• Experience in setting and managing SLAs/KPIs Proficiency in data analytics

English C1.

Italian.

IT - Roma - Via Laurentina

IT - Catania, IT - Chieti Scalo, IT - Genova - Fiumara

Permanent

Hybrid