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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Supervisor - **Company:** DHL - **Location:** Hounslow, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Cyber Security, Information Technology Operations, System Availability, Information Technology - **Published:** August 3, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=2e19489af08a3f70 ## About the Role * 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. ## Description 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. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Autonomous microservices with event-driven architecture](https://www.wearedevelopers.com/videos/1052-autonomous-microservices-with-event-driven-architecture) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Beyond Hiring: Building a Sustainable Talent Acquisition Engine at Deutsche Bahn](https://www.wearedevelopers.com/videos/1856-beyond-hiring-building-a-sustainable-talent-acquisition-engine-at-deutsche-bahn) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)