Service Delivery Technician

DHL Aviation (UK) Limited; North West Leicestershire; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Competitive salary + shift allowance

Annual bonus (up to 5%)

Free onsite parking

Pension (up to 6% company contribution

Share Purchase Plan

My DHL Rewards – discounts at 3,000+ 1

Private medical (after 12 months)

Cycle to Work Scheme

Enhanced Maternity Pay

CIS Induction Week

Job summary

DHL Aviation UK at East Midlands Airport is seeking a Service Delivery Technician to ensure smooth day-to-day IT service delivery and resolve issues for all users. You will deploy hardware and software, support both operational and office teams, and contribute to IT projects for continuous improvement.

You will work within a collaborative IT team, delivering frontline support across EMA, LHR, and LTN, while upholding DHL standards and security practices.

Qualifications

• Required hands-on experience installing, configuring, and troubleshooting hardware and software.
• Solid knowledge of Windows operating systems and networking fundamentals.
• Experience using remote support tools and providing customer-focused service.

Responsibilities

• Deliver 24/7 UK IT service support onsite at EMA and remotely to LHR and LTN.
• Provide high-quality customer service with stakeholders across the business.
• Proactively communicate issues and update the audience on impact, progress and resolution.
• Monitor IT systems to maximise uptime and performance.
• Configure, deploy, and maintain hardware and software solutions.
• Log and resolve IT tickets within defined service levels.
• Maintain IT assets and conduct regular audits per ITAM.

Skills

Windows operating systems

TCP/IP networking

IT security best practices

Remote IT support

Customer service

Documentation & ITSM

Proactive communication

Self-motivated

Team collaboration

Education

Degree in IT or related field

Tools

Remote support tools

Citrix

Microsoft 365

IT monitoring tools

Job description

Location:DHL Aviation, East Midlands Airport

Contract type:Permanent

Hours:Monday to Thursday, 18:00 – 04:30 (40 hours per week).Please note that hours worked between 19:00 and 07:00 include an unsociable hours allowance.

Department:IT

Grade:LP

________________________________________

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.

________________________________________

Why You’ll Love Working With Us

You’ll get amazing benefits while building your future:

• Competitive salary + shift allowance
• Annual bonus (up to 5%)
• Free onsite parking
• Pension (up to 6% company contribution)
• Share Purchase Plan
• 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

We’re looking for a Service Delivery Technician to ensure the smooth day-to-day delivery of IT services, resolving technical issues for all users and deploying new hardware and software as needed. You’ll support both operational and office-based teams, while also contributing to a range of IT projects to drive continuous improvement.

________________________________________

What You’ll Be Doing

• Playing a key role within the IT team, delivering specialist 24/7 UK IT service support—onsite at EMA and remotely to LHR and LTN.
• Providing a high standard of customer service when working with stakeholders across the business.
• Proactively communicating issues, ensuring the right audience is informed of impact, progress, and resolution.
• Monitoring IT systems to maximise uptime and performance.
• Configuring, deploying, and maintaining hardware and software solutions.
• Providing support across Microsoft Office, Citrix, AS400, and specialist applications.
• Logging and resolving all IT tickets within agreed service levels.
• Maintaining IT assets in line with ITAM processes, including conducting regular audits.
• Updating and maintaining the knowledge base to promote best practice across the team.
• Ensuring IT security standards are upheld and compliance requirements are met.
• Identifying and driving continuous improvement opportunities.
• Supporting IT project delivery in collaboration with the Programme Management Team, meeting deadlines and commitments.
• Following DHL standards and guidelines to ensure compliance.
• Liaising with third-party suppliers and vendors for hardware, software, and infrastructure support (BAU and project work).
• Supporting additional tasks as required by EMA IT Service Delivery Management.

________________________________________

What You’ll Bring

Essential:

• Hands-on experience installing, configuring, and troubleshooting hardware, including desktops, laptops, peripherals, and mobile devices.
• Solid knowledge of Windows operating systems, including installation, configuration, and ongoing maintenance.
• Understanding of core networking principles (TCP/IP, DNS, DHCP, Wi-Fi, and basic switching/routing).
• Awareness of fundamental security practices, including malware types, physical security, system hardening, and password policies.
• Strong grasp of operational best practices, including documentation, health & safety, and environmental considerations.
• Experience using remote support tools and techniques.
• Excellent customer service and communication skills.
• An entrepreneurial mindset with a creative and innovative approach to problem-solving.
• Self-aware, proactive, and committed to continuous personal and professional development.
• The ability to work independently with strong self-motivation.
• A collaborative approach, with a genuine passion for supporting and working alongside team members.

Desirable:

• 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

________________________________________

Closing Date: 20th November 2026

________________________________________

Our Recruitment Process

We 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.

Have a question? Contact our team here: [e-mail]

________________________________________

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.