IT Service Delivery Supervisor

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., * 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.

Pulled from the full job description Employee discount Free parking Company pension Cycle to work scheme On-site parking, * Competitive salary + shift allowance

• Annual bonus (up to 5%) Free onsite parking
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• Pension (up to 6% company contribution) My DHL Rewards - discounts at 3,000+ retailers
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• Private medical (after 12 months)
• Spark - wellbeing support Cycle to Work Scheme
• Enhanced Maternity Pay
• CIS Induction Week

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.