Total 625 words used.
DHL Express Bahrain Shared Services Information Technology team manage 6 entities (Bahrain Regional Office, Bahrain HUB, Aviation, Bahrain Country office operations, Iraq and Afghanistan) and more than 1000 users. Our Team always been in proactively supportive for both internal and external users in order to make sure all their business requirements are met. We regularly hold trainings to make sure that users are up to date with DHL core applications, systems and updates. With regards to IT support, we had some major challenges in the past years due to Covid 19 pandemic and regular system upgrades and several application deployments. With a highly motivated IT team, we had great results on Business IT Excellence & IT Excellence KPI’s focusing on our valuable customers & internal colleagues
IT Service Management
To provide a quality service to our end users, we make sure each and every requests/calls are logged through our GSN portal. Front line IT team keep monitoring those calls and ensure a proper solution is provided to the user and calls get resolved within the set TRT (Target Resolution Time). We have a TRT performance scorecard for the entire region and the country target was set to 85% at the beginning of the year. With all the challenges we had, we were able to have high achievement of 94.9% TRT. We also provide technical specifications based on the application / user’s requirement and coordinate with Procurement for the purchase of new hardware and install basic software’s if required. By practicing regular performance dialogue (PD’s) with IT team we make sure that the individual KPI’s are met.
IT Program Delivery
We understand the business process and assist the project owner to gather and document the requirements, make suggestions, provide options and create architectural design for the intended solution. We also provide timelines and clarify of the roles and responsibilities within the project team and stakeholders and ensure that necessary resources are provided and all key tasks within the project period are properly executed Right First Time.
We also deploy all the new or upgraded applications as per the schedule and make sure that users are using the latest version/build.
Customer Facing IT/ESS (Electronic Shipping Solutions)
In order to ensure our continuous support to our external customers we help and train them 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 team to sell the benefits of ESS tools to customers, and help them set up the ESS tools and customized management reports.
We support those customers wanted to integrate their systems with DHL for all their shipping requirements using either XMLPI / MyDHLAPI or DHL Ecommerce portal and we had a very high success by having more than 120 customer integration and over 120k shipments annually.
Few of our innovative achievements are.
MCT (Multi Channel Tool) Deployment for Bahrain Country office Customer services including Gateway team, Credit Control Team, Sales Team and even to IT Support and ESS function. MCT is a tool that can manage customer emails and chat functionality with an agreed SLA so that we can make sure customer emails and chat’s are answered within the SLA.
GCA 7.1 (Global Courier Application) - A new version of courier scanner application deployed throughout Bahrain with many enhancements and capabilities from the previous version.
ODD (On Demand Delivery) – with the deployment of ODD, customers can manage their shipments even better with great visibility and options like chose preferred delivery date/time etc.
DCE (DHL Clearance Engine) – an integration with ports & customs system within Bahrain to clear all dutiable shipments without going the manual clearance process.
Nomination Title: DHL Express Bahrain Information Technology
