At a Glance
- Tasks: Lead and develop a team of IT Technicians to deliver top-notch IT support services.
- Company: Join DHL, the #1 Best Workplace in Europe, connecting 220 countries.
- Benefits: Competitive salary, annual bonus, free parking, and discounts at 3,000+ retailers.
- Other info: Dynamic environment with opportunities for continuous improvement and career growth.
- Why this job: Make an impact in a global network while advancing your IT career.
- Qualifications: Degree in IT or relevant experience, with strong leadership and communication skills.
The predicted salary is between 45000 - 55000 £ per year.
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.
Why You'll Love Working With Us
- 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.
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.
- 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.
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.
IT Service Manager (IT Service Delivery Manager) in London employer: Deutsche Post DHL
At DHL Aviation, located at London Heathrow Airport, we pride ourselves on being the #1 Best Workplace in Europe, where our people truly are our superpower. As an IT Service Manager, you'll enjoy a competitive salary, annual bonuses, and a range of benefits including private medical care and a cycle to work scheme, all while working in a dynamic environment that fosters employee growth and development. Join us to lead a dedicated team, drive continuous improvement, and contribute to delivering exceptional IT services across our global network.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Manager (IT Service Delivery Manager) in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Deutsche Post DHL values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Deutsche Post DHL might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Deutsche Post DHL!
✨Direct Apply to Deutsche Post DHL
Let's not forget to apply directly through the Deutsche Post DHL website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Manager (IT Service Delivery Manager) in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Deutsche Post DHL.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Deutsche Post DHL. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Deutsche Post DHL
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
