DHL Express Qatar - IT Department of the Year

Company: DHL Express Qatar
Company Description: DHL Express Qatar started in 1980, now currently employs over 250 employees and it just keeps growing., Currently DHL Qatar has been seen as service provider with tremendous business opportunities and dynamic growth, we have 13 service points across the country, from north to south and from east to west, getting more closer to our customers than ever before.
Nomination Category: Information Technology Categories
Nomination Sub Category: IT Department of the Year

Nomination Title: IT Department of the Year

We work AS ONE with our colleagues in regions and countries to make IT Happen!

DHL Express Qatar Information Technology has always been in a great position at the start of 2020 with best in class Qatar IT achieving the top recognition of 17th Annual Stevie Awards, Bronze Category IT Department of the Year and now looking forward to achieving Gold this year, furthermore more won COVID – 19 Super Hero Technology Award from Enterprise IT World MEA (Middle East Africa)

Since the onset of COVID -19 and remote working, digitalization has become a focus for most organizations and DHL Express Qatar is no exception. IT Team member was nominated as Employee of the Year.

DHL Qatar IT has yet again maintained its ranking as the world-leading logistics company by maintaining a high level of competency through careful crisis management strategies and contingency plans for managing its operations by balancing service, processes, and providing consistent and exceptional service quality to our customers in Qatar. The Qatar IT Team supports the country operations its requirements for IT systems, applications, telecommunications & integration needs of our customers & business partners.

IT Service Management

We support internal and external programs, systems and applications used within Express Qatar. In cooperation with our central IT functions and third party providers, we also take care of other aspects of IT including IT infrastructure, Information Security, software licenses, mobile telephony and IT support.

IT Service Management is a process of defining, measuring, managing and improving the quality of IT services. The main activities of the department:

-Represents the interests of DHL Express in the area of IT services.
-Negotiates SLA agreements with internal and external suppliers
-Monitors, reports quality of service & manages costs related to IT services
-Acts as the first escalation contact for troubleshooting with the ITS Service Desk

IT Program Delivery

IT Strategy is to drive Digitalization along with standardization of processes and tools with Building New Capabilities, Systems Convergence & Run Cost Reduction.

We are the best to assist in business requirements gathering and documentation, to provide technical recommendations, to offer options and create architectural design for any intended solution. We also reasonably plan by defining clear timelines, roles and responsibilities within a project team and around its stakeholders; Nonetheless, Qatar IT Team ensures that necessary resources are available and all project activities are properly executed Right First Time

Customer Facing IT/ (Electronic Shipping Solutions)

We help customers during initial ESS products deployment and guide them through the implementation process for the ESS products to ensure adequate comprehension and proper usage of the tools. We also assist and make joint sales calls together with Sales staff to sell the benefits of MyDHL+ ESStools to customers, and help them set up the tools & customized management reports.

Our aim is to support you to deliver best-in-class solutions in order to make our company more agile and responsive to our customers & internal colleagues. The challenge therefore was to sustain this high benchmark while ensuring new and innovative programs & solutions drive business growth with zero downtime.

The theme for 2020 was OUR FUTURE OUR FOCUS.

Lot of engagement & activities to keep highly motivate IT Team delivering GREAT Results on various IT Projects in Qatar.

We FOCUS on below aspects of business

System Reliability
-Scalable, Supportable & Secure Platforms.
-Technical Refresh.
-Zero Defect.
-Service Continuity.

New Capability
-Process before Systems
-Evolution not Revolution

System Convergence
-Less is More
-Rollout latest Express Global Application Platform.

Actively contributed to GO GREEN via safely disposing electronic waste, For GO TEACH we had 2 Interns from IT Hardware & Software spending 2 months with us. Children education GO HELP program for poor children’s education & will continue to do so furthermore Charity to Labors cleaning cars people in Qatar.

Provided Work for Home Quick solution during current COVID 19 Pandemic situation without affecting business.

-Work for Home Solution deployed to avoid any business impact in 2020 even though with high volume of shipments.
-Won Stevie’s Award for IT Department of the year Bronze Category in 2018 & 2019
-Won COVID19 Super Hero Technology Award from Enterprise IT World MEA (Middle East Africa) in 2020.
-Employee Opinion Survey 2020 - Employee Engagement & Leadership100%
-Provided Scalable, secure solution with zero defect to business by passionate & highly engaged, motivated team showcasing strong commitment towards customer centricity, recognizing the IT Team efforts & celebrations which has contributed to revenue & EBIT.
-Deployed GIVR to improve call quality & interaction with our customers on email & telephone.
-Onboarded 2 College of North Atlantic Qatar IT Interns for over 2 month each.
-Contributed to GO GREEN, GO TEACH& GO HELP Projects
-Successfully conducted I LOVE IT Activity.
-Consistently BEST IT Country in MENA Region.