IT Service Designer

Leonardo is looking for a proactive and highly skilled IT Service Designer to join our Digital Solutions Services Lifecycle team. In this role, you won’t just create service designs—you’ll shape how new and evolving IT services support our people, our strategy, and our mission.

You will collaborate across IT, business units, and external suppliers to ensure every service is crafted with security, sustainability, user experience, and operational excellence at its core. If you’re passionate about designing services that deliver real value throughout their lifecycle, this is the role for you.

• Lead the full service design lifecycle for new or modified IT services, following ITIL 4 best practices.
• Create and maintain Service Design Packages (SDPs) — including service models, support models, and SLAs/OLAs — and work with the Transition Team to hand services over to BAU Operations.
• Partner with cross‑functional teams such as Project Managers, Solution Architects, Technical Service Managers, and suppliers to ensure services meet Leonardo’s needs.
• Define and document key operational processes, including incident, request, change, problem, and knowledge management.
• Ensure all services are secure, resilient, scalable, cost‑effective, and aligned with business outcomes.
• Assess the impact of proposed changes on existing services and advise stakeholders.
• Champion a smooth and structured Service Transition into operational support.
• Contribute to the continuous improvement of service design frameworks, tools, and ways of working.
• Maintain strict adherence to Leonardo’s governance, security, and quality standards.

• Proven experience in IT Service Design within a complex, multi‑supplier or enterprise environment.
• Strong working knowledge of ITIL 4 or ITIL v3, especially Service Design and Service Transition.
• Experience creating Service Design Packages, process documentation, and operational readiness deliverables.
• Excellent stakeholder management and communication skills.
• Confidence managing multiple priorities with minimal supervision.
• Sharp analytical and problem‑solving abilities.

• Degree‑level education in a relevant field.
• ITIL Foundation (v3 or 4) – ITIL 4 preferred.
• Existing SC Clearance (or willingness to undergo clearance).
• Experience in defence, aerospace/aviation, or other highly regulated sectors.
• Familiarity with Service Now or similar ITSM platforms.
• Understanding of Agile/Dev Ops and how they complement ITIL.

We offer a comprehensive, company‑funded benefits package that supports your wellbeing, career development, and work–life balance.

• Time to Recharge – generous leave with the opportunity to accrue up to 12 additional flexi‑days each year.
• Secure Your Future – 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.
• 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 Linked In 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 discuss possibilities for this role.

GB – Newcastle

GB – Basildon, GB – Bristol – Coldharbour Lane, GB – London, GB – Luton – Cap. Green 300, GB – Yeovil – Lysander Rd

Permanent

Hybrid

For a full list of our company benefits please visit our website.