IT Service Manager

IT Service Manager 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 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 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.