Job Description

Pay Rate: Grade J
Contract Type: Permanent (Full-Time)
Location: London Gatwick - RH6 0JW with regular travel to other aviation and travel sites
DHL, an award-winning, leading supply chain business is seeking an IT Service and Support Manager who will be responsible for the day-to-day operational delivery of IT services across multiple live contracts, ensuring service stability, ownership of incidents, resolution of end-user issues, and team accountability.
This role will lead a team of 7, with 2 direct reports distributed across UK airport and rail locations, overseeing all IT support activity across hardware, software, applications and infrastructure.
IT is the nerve system of Supply Chain we connect different parts of our organisation with each other and to customers, translating business needs into solutions across the globe. Our IT professionals play a vital role as strategic partners, capable of enacting value-adding change through standardisation, differentiation, and innovation.
WHAT DOES THE ROLE ENTAIL?
As part of your normal duties, whilst maintaining excellent health and safety practices, you will be responsible for:

• Hands-on leadership role, not a desk-bound manager position. The successful candidate will be comfortable operating at pace, in live environments, and engaging confidently with operational stakeholders.
• The role covers BAU IT operations only, with participation in the out-of-hours escalation rota for high-priority incidents.
• Responsible for the ServiceNow queues and ensure ticket triage, assignment and resolution is timely, visible, and effective.
• Own and lead end-to-end BAU support for aviation operations, including SITA AMS and similar ground handling platforms.
• Lead, coach and support a geographically dispersed team of IT Managers, Analysts and Senior Analysts.
• Drive resolution of user issues (devices, applications, enterprise tools), ensuring team follow-up, customer communication, and service recovery.
• Act as the escalation point for critical operational issues and coordinate incident resolution across IT and supplier teams.
• Maintain the service playbook for applications, services, hardware, escalation protocols and ownership.
• Ensure robust team onboarding, local site handovers, risk registers and continuity plans are in place.
• Drive service quality improvements, team capability, and compliance with internal ITIL-based processes.
• Represent IT in operational reviews, user forums, and incident response calls.
• Manage site visits, reviews, and ensure visibility of team activity to leadership and users.
• Embed service discipline: ticket hygiene, communication standards, professional conduct, and accountability.
• Support the Head of IT in ensuring customer satisfaction and stakeholder communication around service delivery.

WHAT DO WE NEED FROM YOU?

• Proven track record in managing IT service teams, ideally in aviation or complex operational environments.
• In depth experience of IT service management or support leadership role, ideally across multiple sites or contracts.
• Must be comfortable being visible and accountable within the business able to handle direct engagement and escalations from the customer.
• Resilience under pressure and able to manage competing priorities, rapid escalations, and operational noise calmly.
• Hands-on willingness to jump in and help solve problems rather than manage from a distance.
• Experience managing a Service Desk function or operational support team with a high-ticket volume.
• Demonstrable hands-on experience with ServiceNow, including queue management and escalation protocols.
• Experience operating in live, time-critical environments such as transport, aviation, logistics, retail or healthcare.
• Proven record of improving service levels, team performance, and end-user satisfaction.

WHY CHOOSE US?
As well as competitive pay rates, you will be entitled to an award-winning range of benefits including:

• Access to our Private Medical Insurance through AXA Health.
• Use of a company car (or car allowance), with choice from a variety of manufacturers including hybrid and electric vehicle options.
• Free confidential 24/7 GP Service.
• Hundreds of discounts (including Retail, Childcare + Gym).
• Affordable loans & Enhanced Pension Scheme.
• 24/7 employee support service for you (+ family) with access to free counselling and much more.

OUR APPROACH TO DIVERSITY & INCLUSION
We will ensure that all our resourcing activities are fair, transparent and consistent across the UK. Find out more about our Global approach to Diversity, Equity, Inclusion & Belonging:
BE AN ESSENTIAL PART OF EVERYDAY LIFE
DHL is the global leader in Supply Chain management and we keep the world moving. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more, so they can deliver to their customers.
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