Location: DHL Aviation, London Heathrow Airport
Contract type: Permanent
Hours: Monday to Friday, 08:00 to 16:30 (40 hours per week - flexibility will be required to support business needs)
Department: IT
Grade: K
________________________________________
Kick start your career with the #1 Best Workplace in Europe
At DHL, our people are our superpower. As the most international company in the world, we connect over 220 countries with a team of 500,000+ colleagues, delivering time-critical parcels across the globe. DHL Aviation UK forms part of DHL Express, playing a key role in keeping our network moving. We’re proud to create an inclusive, diverse workplace where everyone can thrive.
________________________________________
Why You’ll Love Working With Us
You’ll get amazing benefits while building your future:
-
Competitive salary + shift allowance
-
Annual bonus (up to 5%)
Free onsite parking - ️
-
Pension (up to 6% company contribution)
My DHL Rewards – discounts at 3,000+ retailers - ️
-
Private medical (after 12 months)
-
Spark – wellbeing support
Cycle to Work Scheme-
Enhanced Maternity Pay
-
CIS Induction Week
________________________________________
About the Role
The IT Service Delivery Supervisor plays a key role in supporting the operational performance of our EMA, LHR and LTN sites, helping to deliver exceptional service across our global network. You'll lead, motivate and develop a team of IT Technicians, ensuring the right skills, resources and support are in place to meet business needs. Working closely with the IT Service Delivery Manager, you'll oversee day-to-day service delivery, drive continuous improvement, manage workloads and system upgrades, monitor team performance, and ensure compliance and training requirements are met to deliver a best-in-class IT support service.
________________________________________
✅ What You’ll Be Doing
-
Lead, coach and develop a team of IT Service Delivery Technicians, setting clear objectives and supporting career development.
-
Ensure high-quality IT support services are delivered across a 24/7 operation, meeting agreed service levels.
-
Manage daily IT operations, including BAU activities, new installations and incident resolution.
-
Build strong relationships with stakeholders, third-party suppliers and regional IT teams.
-
Maintain IT security, compliance and adherence to DHL standards and best practices.
-
Drive customer-focused service delivery, ensuring all tickets are logged, tracked and resolved effectively.
-
Create and maintain IT processes, procedures and knowledge documentation.
-
Support continuous improvement initiatives, employee engagement and a positive team culture.
-
Plan resource coverage and shift patterns to ensure reliable service and system availability.
________________________________________
-
Ideally educated to degree level in a relevant IT discipline (or qualified by experience).
-
ITIL 4 Foundation, ITIL Strategist (Direct, Plan & Improve), ITIL Leader (Digital & IT Strategy).
-
5 years DHL or other Express/Logistics or IT Service/Software provider.
-
Proven experience in IT service delivery, service desk operations, or technical support leadership within a fast-paced environment.
-
Strong people leadership skills with the ability to motivate, coach, and develop high-performing teams.
-
Excellent stakeholder management and communication skills, with the confidence to engage effectively with both technical and non-technical audiences.
-
A customer-focused mindset, committed to delivering high-quality IT services and exceptional user experiences.
-
Experience monitoring and improving service performance against agreed SLAs, KPIs, and operational targets.
-
Ability to manage competing priorities, make sound decisions under pressure, and drive continuous service improvement.
________________________________________
️ Closing Date: 17th August 2026
Apply now and be part of a team that keeps the world moving. ✨
________________________________________
Our Recruitment Process
We aim to make your recruitment journey smooth, transparent, and engaging. Our process often includes competency-based interviews, so be ready to share your achievements and experiences. We encourage you to ask questions along the way - recruitment is a two-way process, and we want to make sure DHL is right for you too.
________________________________________
Important Information
Due to the nature of our business and CAA regulations, all candidates must provide a full 5-year employment history, and a Criminal Record Check will be carried out as part of the recruitment process.
