Cys - Gcap Joint Venture Headquarters - It Service Operations Senior Manager

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 IT Service Operations Senior Manager for GCAP HQ in Reading (UK).The IT Service Operations Senior Manager is responsible for the overall management and improvement of IT service operations and support, in partnership with the IT Service Desk Manager and Onsite Support Manager.Key Capability Accountabilities and ObjectivesService Management Strategy: Support the Head of Service Management to define and implement a comprehensive IT service management strategy, with a particular focus on Service Desk and Onsite Support capabilities.L1 Support Service: Establish and continuously optimise the L1 support service across Service Desk and Onsite Support capabilities, including but not limited to request management, incident management, service portal.L2+ Support Service: Establish effective ways of working with Product, Platform, and relevant third-parties to effectively resolve escalated incidents, requests, problems, etc.IT Service Performance Monitoring: Oversee the monitoring of IT service performance where it relates to Service Desk and Onsite Support activities (e.g., first handler response times).Monitor availability of IT services, identifying opportunities for improvement.Service Design, Transition, and Change: Continuously evolve and optimise L1 support services to reflect the introduction of new and enhanced IT services.Incident and Request Response: Partner with the Service Assurance Senior Manager and other relevant stakeholders to monitor and improve first-line incident and request response activities.Service Operations Performance: Identify, plan, and implement improvements to L1 support service performance, including but not limited to process automation, workflow optimisation, and knowledge development.IT Service Management Governance: Support the Head of Service Management to design and implement a robust IT Service Management governance model, with a focus on Service Desk and onsite support activities.Tooling Enhancements: Partner with the Head of Service Management and Secure Digital Platform teams to drive incremental improvements to IT Service Management tooling (e.g., ticketing systems).Team Leadership: Lead and manage a team of IT service management professionals across Service Desk and onsite support.Continual Service Improvement: Identify opportunities to optimise processes, ways of working and utilise technology to improve service delivery.ObjectivesMonitor and incrementally improve IT support operations for Service Desk and Onsite Support.Direct actions for IT service recovery in the event of an incident, in partnership with Incident and Problem Manager(s).Partner with Product and Platform teams to develop and implement measures to address the causes of incidents and future countermeasures.Optimise user self-service capabilities where it relates to the service portal, this includes but is not limited to automated request fulfilment and FAQ development.Investigate issues and opportunities to improve existing IT service management processes, and contribute to recommending solutions across process and tooling.Produce relevant IT service operations reports in a standard format and agreed timeframe with appropriate commentary that provides an interpretation of the data set.Partner with relevant stakeholders to discuss, agree, and implement IT service operations reporting processes.SenioritySenior (5-10 anni).Essential Skills and ExperienceRelevant IT Service Management certifications (e.g., ITIL v3/4)Demonstrable experience in IT service delivery and operations, or a similar role within a complex IT environment, demonstrated by 5+ years of relevant industry experienceProven managerial experience with a track record of successfully developing an IT Service Desk and/or Onsite Support teamEvidenced ability to develop and maintain strong partnerships with senior customer stakeholders (e.g., Heads of, Product Managers), translating their high-level needs into practical L1 support services.Deep expertise in IT Service Management frameworks and methods, including but not limited to ITIL v3/4 (Information Technology Infrastructure Library) and its core processes (e.g., Incident, Problem, Change)Experience in defining and executing IT service operation strategies, aligned to wider Business, IT, and/or IT Service Management goals and plansExperience implementing and operating IT service operational reviews and associated reporting processesProven experience in implementing and continuously optimising IT Service Management tooling, including but not limited to service portal, ticketing systems, and knowledge librariesGood understanding of IT architecture and key technology components, e.g., servers, networksPrior experience in managing IT budgets and optimising Total Cost of Ownership (TCO)Strong communication skills and ability to influence stakeholders to align on competing prioritiesGood command of the English language, including setting tasks and instructions, providing feedback, creating reports, documents, and other written materialsDesiderable Skills and ExperienceExperience in applying Agile and DevOps methodologies and frameworks (e.g., SAFe, Scrum), and experience in upskilling teams in Agile delivery methodologiesExperience in evaluating, selecting, and managing vendors and other third-party service providersExperience of working in a highly regulated industry preferredLanguage SkillsEnglish C1.CitizenshipItalian.Primary LocationIT - Roma - Via LaurentinaAdditional LocationsIT - Catania, IT - Chieti Scalo, IT - Genova - FiumaraContract TypePermanentHybrid WorkingHybrid#J-*****-Ljbffr