Location: DHL Aviation, East Midlands Airport.
Contract type: Permanent.
Hours: Monday to Thursday, 16:00 – 02:30 (40 hours per week). Flexibility is required to assist with team cover when required.
Hours worked between 19:00 and 07:00 include an unsociable hours allowance.
Department: IT.
Grade: LP.
Why You’ll Love Working With Us
We offer the following benefits to help you build 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
* Play a key role within the IT team, delivering specialist 24/7 UK IT service support—onsite at EMA and remotely to LHR and LTN.
* Provide a high standard of customer service when working with stakeholders across the business.
* Proactively communicate issues, ensuring the right audience is informed of impact, progress, and resolution.
* Monitor IT systems to maximise uptime and performance.
* Configure, deploy, and maintain hardware and software solutions.
* Provide support across Microsoft Office, Citrix, AS400, and specialist applications.
* Log and resolve all IT tickets within agreed service levels.
* Maintain IT assets in line with ITAM processes, including conducting regular audits.
* Update and maintain the knowledge base to promote best practice across the team.
* Ensure IT security standards are upheld and compliance requirements are met.
* Identify and drive continuous improvement opportunities.
* Support IT project delivery in collaboration with the Programme Management Team, meeting deadlines and commitments.
* Follow DHL standards and guidelines to ensure compliance.
* Liaise with third‑party suppliers and vendors for hardware, software, and infrastructure support (BAU and project work).
* Support 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: 24th June 2026.
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.
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.
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