Managed Service Support Analyst- Network

Leidos is seeking a Managed Service Support Analyst / Engineer to support the Managed Service Lead in transitioning secure workplace, platform and infrastructure services into live operation for a critical national infrastructure Programme supporting a high-profile government customer.

The role will provide hands-on transition, coordination and operational readiness support across managed service workstreams, ensuring service documentation, knowledge transfer, configuration information, operational processes, access arrangements, service acceptance evidence and support procedures are accurate, complete and ready for live service.

This is a delivery-focused support role that combines service management discipline, technical awareness, structured coordination and strong stakeholder engagement. The successful candidate will work closely with the Managed Service Lead, engineering teams, service management functions, suppliers and customer stakeholders to help ensure services are stable, supportable, secure and transitioned in a controlled manner.

What will I be doing?

• Support the Managed Service Lead in planning, coordinating and tracking the transition of assigned services into Leidos live service.
• Maintain transition trackers, action logs, dependency registers, risk inputs and readiness evidence across assigned workstreams.
• Coordinate inputs from engineering, service management, security, suppliers and project teams to support controlled service transition.
• Support service rehearsals, operational readiness reviews, knowledge transfer sessions and service acceptance activities.
• Help ensure transition activities are completed to agreed timescales, quality standards and governance requirements.

Service Documentation & Knowledge Management

• Support the creation, review and maintenance of operational documentation, including processes, procedures, knowledge articles, operations manuals, support models and handover packs.
• Work with technical teams to capture configuration information, service dependencies, known issues, escalation routes and support responsibilities.
• Ensure service documentation is clear, current, controlled and aligned with ITIL-aligned service processes and programme governance.
• Support knowledge transfer between incumbent teams, suppliers, engineering teams and live service support functions.

Operational Readiness & Service Acceptance

• Support the validation of service readiness criteria, including monitoring, alerting, access, backup, patching, support procedures, escalation paths and reporting arrangements.
• Assist in gathering and organising evidence for service readiness reviews, transition checkpoints, assurance reviews and acceptance gates.
• Identify gaps in documentation, supportability, process maturity, tooling, access or knowledge transfer and escalate them to the Managed Service Lead.
• Support the development and tracking of remediation actions to close readiness gaps before live service commencement.

Change, Incident & Problem Support

• Support the Managed Service Lead with inputs to change impact assessments, implementation planning, rollback planning and operational handover.
• Assist with the coordination of service transition defects, early-life support issues, incident trends and problem records.
• Help ensure service risks, issues and dependencies are recorded, tracked and escalated appropriately.
• Contribute to post-transition lessons learned and continuous improvement activity.

Stakeholder, Supplier & Customer Coordination

• Coordinate meetings, workshops and working sessions with internal teams, suppliers and customer stakeholders as required.
• Prepare agendas, minutes, actions and status updates to support transition governance and reporting.
• Communicate clearly with technical and non-technical stakeholders, ensuring actions, decisions and blockers are visible and understood.
• Build effective working relationships across Leidos engineering, service management, security, project delivery and supplier teams.

• Experience supporting service transition, operational readiness, live service mobilisation or IT service delivery in a complex IT environment.
• Good understanding of ITIL-aligned service management processes, including change, incident, problem, configuration, knowledge and service acceptance.
• Ability to manage actions, dependencies, risks, issues and documentation across multiple teams and workstreams.
• Strong written communication skills, with experience producing clear operational documentation, meeting outputs and status updates.
• Technical awareness of workplace, platform, infrastructure or service operations, including monitoring, access, patching, backup, configuration and support models.
• Experience working with technical teams, project managers, service management functions, security stakeholders and third-party suppliers.
• Organised, proactive and detail-focused, with the ability to work in controlled environments where governance, evidence and process discipline are important.
• Excellent communication and stakeholder management skills, with the ability to follow up actions and escalate blockers constructively.
• Experience working on UK government, defence, secure or critical national infrastructure programmes.
• Exposure to secure or accredited environments, including access control, controlled change, auditability and security governance.
• Experience using ITSM, collaboration or reporting tools such as ServiceNow, Jira, Confluence, SharePoint, Teams or equivalent.
• ITIL Foundation or equivalent service management qualification.
• Technical familiarity with workplace services, infrastructure services, cloud platforms, monitoring tooling, automation or service reporting.

Personal Attributes

• Structured, organised and delivery-focused, with strong attention to detail.
• Collaborative and confident working across technical, service, supplier and customer teams.
• Pragmatic and proactive, able to identify gaps, chase actions and keep transition activity moving.
• Calm under pressure and comfortable operating in secure, governed and time-critical environments.
• Committed to service stability, operational quality, continuous improvement and customer success.

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:

• Contributory Pension Scheme

• Private Medical Insurance

• 33 days Annual Leave (including public and privilege holidays)

• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

• Flexi-Time, Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .

Leidos UK & EUROPE (http://www.leidos.com/company/global/uk-europe) - we work to make the worldsafer,healthier, andmore efficient through technology, engineering andscience

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years.Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours. Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing . We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

If you’re looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We’re not hiring followers. We’re recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We’re already at step 30 - and moving faster than anyone else dares., Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .