IOS Service Performance Controller in Yeovil

Your impact

Can you build confidence, resolve challenges before they escalate, and become the trusted link between customers, stakeholders, and service delivery teams? If you're passionate about turning data into meaningful insights for a wide range of stakeholders, then the IMOS Service Performance Controller could be the perfect next step in your career.

As part of the UK MOD Integrated Merlin Operational Support (IMOS) Service Management Organisation (SMO), you will play a key role in delivering expert service management across the full range of IMOS products and services. Acting as the primary interface between service providers, customers, and key stakeholders, you will combine strong technical and operational knowledge with excellent relationship management skills to ensure the effective delivery of services.

Working in a complex stakeholder environment, you will proactively manage issues, risks, and challenges, resolving potentially contentious situations before they escalate. Success in this role requires the ability to influence without direct authority, build trusted relationships, and drive timely, effective outcomes that support both customer and business objectives.

This is a hybrid position, with the opportunity to work 3 days on site and 2 days working from home per week, subject to business requirements.

What you will do as the IMOS Service Performance Controller:

• Assist in the management of the UK MOD IMOS Service, representing the IMOS SMO as required, to ensure that integrated solutions are provided by the functional areas.
• Be the IMOS SMO focal point for the IMOS Performance Reporting activities, proactively monitoring and recording activities across all elements of the service and prepare specific reports, briefs and presentations in support of the IOS service, as required.
• Comprehensive knowledge of the IMOS contracted Key Performance Indicators (KPI’s) and Measurements of Effectiveness (MOE’s) and the application of alleviation measures when and where applicable.
• Continuous monitoring of all IMOS KPI performance levels, escalating to the IMOS Service Support Manager or Service Delivery Manager and functional stakeholders when performance risk is identified and in advance of KPI failure being realised, allowing time for corrective action where possible.
• Ensure root cause of any KPI failures is suitably understood and reported to Key Stakeholders for corrective actions where appropriate.
• Proactively liaise directly with Customer Stakeholders for recorded KPI agreement and be able to suitably demonstrate reasons for applicability of alleviations where appropriate.
• Monitoring and reporting of internal LH IMOS, non KPI/MOE measured activities, identifying areas of performance risk and opportunity to the business.
• Escalating to SMO and key functional stakeholders, identified risks and opportunities in both contractual and non-contractual performance measures.
• Development of improved reporting tools, utilising new technologies where available and in close collaboration of LH Digital Service functions.
• Contribute to the motivation and development of the IMOS IPT, across the business to provide the level of support activity within the timescales demanded by the business.
• Compile and publish the monthly and annual contracted Performance Reports indicating all KPI, MOE performance levels and any ad hoc reporting as requested by the Customer, relevant to the IMOS service.
• Collaborate with the WIST IOS, to identify, develop and implement common and best practices across both services into a combined solution.
• Develop and implement a common reporting tool/format for a future combined service contract e.g. RWE/MAWES.
• Promote a culture of continuous improvement.
• Highlight any individual training requirements identified to maintain team skill levels in line with developments in Company processes and systems and industry ‘best practice’ procedures.
• Identify opportunities for new support business and ensure that all such opportunities are highlighted to the appropriate areas of the Business.
• Identify commercial and technical difficulties such that LH risks are managed and minimised.
• Ensure that general performance and specific performance measurement relating to the areas of business within your control are managed and reported using identified/new reporting mechanisms.
• Promote the capabilities of the Company to increase Customer confidence in the Company’s services.
• Utilise Information Systems, e.g. SAP, SharePoint, Serena, GOLDEsp, Wingman, MJDI where appropriate to perform your daily tasks.

What you’ll bring:

• Ability to provide trusted advice, guidance, and support to colleagues, enabling the successful delivery of Performance and Risk Management objectives while fostering collaboration and continuous improvement.
• A digital mindset, using data, analytical tools, and innovative thinking to deliver practical solutions and continuous improvement.
• Ability to collect, collate, analyse and present complex information clearly and concisely in writing or verbally to audiences comprising of multi–disciplinary groups.
• Team player, able to communicate effectively with colleagues, Prime Contractor, Subcontractors and Key Stakeholders within the MOD Customer community at all levels.
• Developed problem solving abilities and the ability to apply them in an operational environment.
• To represent LH in a positive manner, building positive and trusted relationships with MOD customers and key stakeholders through effective day-to-day engagement.
• Knowledge of the Integrated Operational Support construct and associated support disciplines.
• Detailed knowledge of military aircraft operations and/or manufacturing and support processes.
• Experience of dealing with the relevant DT organisations of the DE&S.
• Business acumen and commercial awareness to identify and develop profitable new business opportunities.
• Ability to maintain a clear focus on goals & priorities.

This is not an exhaustive list, and we are keen to hear from you even if you might not have experience in all the above. The most important skill is a good attitude and willingness to learn.

Security Clearance

This role is subject to pre-employment screening in line with the UK Government’s Baseline Personnel Security Standard (BPSS). An additional range of Personnel Security Controls referred to as National Security Vetting (NSV) may apply, this could include meeting the eligibility requirements for The Security Check (SC) or Developed Vetting (DV).

For more information and guidance please visit: Why join us

At Leonardo, our people are at the heart of everything we do. We offer a comprehensive, company-funded benefits package that supports your wellbeing, career development, and work–life balance. Whether you're looking to grow professionally, care for your health, or plan for the future, we’re here to help you thrive.

• Time to Recharge: Enjoy generous leave with the opportunity to accrue up to 12 additional flexi-days each year.
• Secure your Future: Benefit from our 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 (Enable, Pride, Equalise, Armed Forces, Carers, Wellbeing and Ethnicity).
• 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 LinkedIn 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 talk to us about what might be possible for this role.

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

Leonardo UK operates a grade-based salary framework with broad bands. The salary range shown reflects the approved grade band for this role, or a narrower hiring range published within that band, and is benchmarked against the external market. Exceptions above the standard range are managed through governance controls to protect internal equity.

Leonardo is a global leader in Aerospace, Defence, and Security. Headquartered in Italy, we employ over 53,000 people worldwide including 8,500 across 9 sites in the UK. Our employees are not just part of a team—they are key contributors to shaping innovation, advancing technology, and enhancing global safety.

At Leonardo we are committed to building an inclusive, accessible, and welcoming workplace. We believe that a diverse workforce sparks creativity, drives innovation, and leads to better outcomes for our people and our customers. If you have any accessibility requirements to support you during the recruitment process, just let us know.

Be part of something bigger - apply now!

Primary Location: GB - Yeovil - Lysander Rd

Contract Type: Permanent

Hybrid Working: Hybrid

Job Summary

Job number: R Date posted : Profession: Customer Support Service & Training Employment type: Full time