IT Service Delivery Supervisor

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: ITGrade: K________________________________________ð 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.________________________________________ð Why You’ll Love Working With UsYou’ll get amazing benefits while building your future:Competitive salary + shift allowanceAnnual bonus (up to 5%)Free onsite parking ð ️Pension (up to 6% company contribution)My DHL Rewards – discounts at 3,000+ retailers ð️Private medical (after 12 months)Spark – wellbeing support Cycle to Work Scheme ðEnhanced Maternity PayCIS Induction Week ________________________________________ð 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 DoingLead, 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.________________________________________ What You’ll Bring 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.________________________________________ð️ Closing Date: 17th August 2026Apply now and be part of a team that keeps the world moving. ________________________________________ð Our Recruitment ProcessWe 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.ð§ Have a question? Contact our team here: HGUKTalent@dhl.com ________________________________________ð Important InformationDue 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.Job SummaryJob number: AV-364394