IT Service Manager

DHL Supply Chain; Milton Keynes; Remote; Confidential; Full time

Benefits offered by this job

Private Medical Insurance

26 days annual leave

Discretionary bonus

Flexible working

Employer pension 8% + 4% employee

Job summary

DHL Supply Chain is seeking an experienced IT Service Manager to lead ITSM delivery across the organisation, driving incident, change and operational risk management while collaborating with technical teams and senior stakeholders.

You'll provide enhanced support to designated customers during critical periods, ensure compliance with ITIL practices, and help maintain high standards of service performance in a global logistics environment. This role is remote with UK-wide travel.

Qualifications

• Experience in an operational IT Service Management role within a large organisation.
• Proven IT supply and service management experience.
• Experience delivering ITSM to customers within a similar discipline.

Responsibilities

• Drive day-to-day delivery and governance of ITIL disciplines (ITSM, Incident, Change, Operational IT Risk, Transition/PMO).
• Embed and improve ITSM processes for reliability and continuous improvement.
• Coordinate with internal and external resolver teams to achieve fast, effective resolutions.
• Provide Enhanced Support to designated customers/sites during critical periods with proactive communication.
• Maintain compliance and support business continuity during peak periods.

Skills

ITSM

ITIL

Education

ITIL Foundation V4

Job description

Grade: RCS Grade K

Contract Type: Permanent (Full-Time)

Location: Remote, with travel across the UK.

Think you know DHL? Think again! We're not just about delivering parcels. DHL Supply Chain is the world's leading logistics company, and our IT function serves as the vital nerve centre, connecting the dots and transforming business needs into cutting‑edge solutions on a global scale. Our IT professionals are more than just tech experts; they are strategic partners who drive meaningful change through standardisation, differentiation, and innovation.

We're looking for an experienced IT Service Manager to you will play a pivotal role within our IT Service Management (ITSM) function. You'll be driving service excellence, strengthening customer experience, and ensuring the smooth and reliable delivery of IT services across the organisation. This is a hands‑on, influential position where you will work collaboratively with peers, technical teams, and senior stakeholders to maintain the highest standards of operational performance.

what You'll Do

• Drive Performance: day-to-day delivery and governance of key ITIL discipline. Including IT Service Management, Incident Management, Change Management, Operational IT Risk Management and Transition Management / Project Change Office
• Innovate: Manage, shape and embed best‑practice ITSM processes, ensuring consistency, reliability, and continuous improvement in how IT services are delivered.
• Drive operational excellence from both internal and external resolving teams.
• Lead with Purpose: A key aspect of this position is providing ‘Enhanced Support' to designated customers or sites during critical operational periods or exceptional circumstances. Through proactive engagement with technical resolver teams during emergency incidents. Ensuring timely, structured, and accurate communication to customer groups.
• Ensure Compliance: Driving fast, coordinated resolution by working closely with product and solution owners. Maintaining heightened focus during peak operational windows to support business continuity

what You'll Bring

• Experience gained in an operational IT Service Management role working within large, complex organisation.
• Proven IT Supply and service management experience is essential.
• Experience of managing an IT Service management delivery to customer within a similar discipline is essential.
• Relevant IT experience and qualifications preferred with experience in an IT field and ability to quickly grasp IT concepts essential.
• ITIL Foundation V4 Qualification is desirable.

WHY JOIN US?

• Private Medical Insurance
• 26 days annual leave with the option to buy additional days
• Discretionary bonus based on performance
• We're happy to talk about flexible working - just ask about alternative patterns at interview
• Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
• Free confidential 24/7 GP consultations
• Hundreds of retail and lifestyle discounts
• Affordable loans, savings schemes and free mortgage advice
• Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more

who We Are

We're the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.

BUILDING AN INCLUSIVE WORKPLACE

At DHL, we're all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day.

As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex-service personnel and are dedicated to helping our veterans find jobs.

Please be aware that interviews are provisionally scheduled to take place during the week commencing 16th November. Applications received after this date may not be considered but will be added to our talent pool for future opportunities, subject to your consent. Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date. To ensure your application is considered we recommend submitting it as early as possible.

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