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- Tasks: Manage multiple projects, ensuring alignment with ITIL best practices and service continuity.
- Company: Join Leonardo, a top global defense company innovating in aerospace, energy, and technology.
- Benefits: Enjoy flexible working hours, a comprehensive benefits package, and access to 4000+ online courses.
- Why this job: Be part of a diverse team driving digital transformation and enhancing customer capabilities globally.
- Qualifications: Knowledge of ITIL processes, excellent communication skills, and ITIL Foundation V4 certification required.
- Other info: Opportunity for career growth in a supportive and inclusive work environment.
The predicted salary is between 36000 - 60000 £ per year.
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. For more information and guidance please visit: UK Security Vetting Clearance Levels .
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. For part-time opportunities, please talk to us.
- Company funded flexible benefits : We offer an award-winning flexible benefits plan, having won the Best Flexible Working Policy Award, Best Flexible Benefits Strategy and Best Flexible Benefits Plan in 2023. 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
About Us
International, multicultural, innovative, technological: this is Leonardo. The company’s passionate and talented team is strongly influenced by STEM (Science, Technology, Engineering, Mathematics) expertise, with a diverse range of experience that enables colleagues to share knowledge and know-how across the generations.
Leonardo always wants to expand its talent pool; here you can find the right opportunity for you!
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Service Analyst employer: leonardo company
Contact Detail:
leonardo company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Analyst
✨Tip Number 1
Familiarize yourself with ITIL processes and best practices, as this knowledge is essential for the Service Analyst role. Consider joining online forums or groups where ITIL professionals share insights and experiences.
✨Tip Number 2
Network with current or former employees of Leonardo, especially those in the Cyber & Security Division. They can provide valuable insights into the company culture and expectations for the Service Analyst position.
✨Tip Number 3
Demonstrate your problem-solving skills by preparing examples of past experiences where you successfully resolved issues in a project management context. This will show your ability to handle challenges effectively.
✨Tip Number 4
Stay updated on the latest trends in cybersecurity and digital transformation. Being knowledgeable about current industry developments will help you engage in meaningful conversations during interviews.
We think you need these skills to ace Service Analyst
Some tips for your application 🫡
Understand the Role: Make sure you thoroughly understand the responsibilities and requirements of the Service Analyst position. Highlight your knowledge of ITIL processes and any relevant experience in your application.
Tailor Your CV: Customize your CV to reflect the skills and experiences that align with the job description. Emphasize your troubleshooting abilities, communication skills, and any relevant certifications like ITIL Foundation V4.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific projects or experiences that demonstrate your ability to manage multiple tasks and collaborate effectively with stakeholders.
Highlight Relevant Tools Experience: If you have experience with ITSM tools like ServiceNow or Jira Service Management, make sure to include this in your application. This will show that you are familiar with the tools used in the industry and can hit the ground running.
How to prepare for a job interview at leonardo company
✨Understand ITIL Processes
Make sure you have a solid grasp of ITIL processes and best practices. Be prepared to discuss how you've applied these in previous roles, as this knowledge is essential for the Service Analyst position.
✨Showcase Problem-Solving Skills
Prepare examples of how you've effectively troubleshot issues in past projects. Highlight your ability to investigate and resolve problems proactively, as this will demonstrate your fit for the role.
✨Communicate Effectively
Practice your communication skills, both verbal and written. You’ll need to engage with various stakeholders, so being able to articulate your thoughts clearly will be crucial during the interview.
✨Demonstrate Teamwork and Independence
Be ready to discuss how you balance working independently while also being a strong team player. Share experiences where you prioritized tasks effectively to meet deadlines with minimal supervision.
