IT Service Management Lead

Grade: RCS Grade J
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 Management Lead to provide leadership and guidance to the ITSM (IT Service Management) team across all daily core duties. The ITSM team have governance over and responsibilities within all areas of IT Service Management.

• Drive Performance:
  Manage the ITSM team on a day-to-day basis on their defined daily, weekly and monthly tasks which cover all ITIL areas and drive a broad and complex customer focused support service.
• Innovate:
  Manage suppliers (both external and internal) to achieve operational excellence and SLA's as part of the Incident/Problem and Change Management Processes.
• Drive operational excellence from both internal and external resolving teams.
• Lead with
  
  Purpose:
  
  Accountable for overseeing the ITSM team's delivery of enhanced support to a defined set of customers and sites with specific service requirements.
• Proactive and timely engagement with IT resolver teams whenever an emergency incident is raised through the DSC UK IT Service Desk, with heightened attention during critical peak operational periods. Ensuring a consistent, efficient and effective approach to managing and supporting the IT services these customers receive.
• Ensure Compliance: delivery of the following key ITIL disciplines: IT Service management, Incident management, IT problem management and Change management, IT Risk management (Operational), Transition management and Project Change Office

• Experience gained in an operational IT management role working within large, complex organisation.
• Proven IT Supply and service management experience is essential.
• Experience of managing an IT Service Management team within a similar discipline is essential.
• ITIL Foundation V4 Qualification as a minimum

• Use of a company car (or car allowance) including hybrid and electric vehicles
• 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  to learn more

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.

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.

Important information about interview scheduling: Please be aware that interviews are provisionally scheduled to take place during the week commencing 16th February. 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.