Role Purpose

The IT Program Delivery Manager leads the end-to-end execution of IT programs and projects for DHL Express Egypt while driving the strategic ownership of the Digital Customer Solutions function. This position serves as the critical link between structured program governance and live, customer-facing operations, ensuring customer shipping platforms remain highly available, high-performing, and fully compliant with changing national customs and regulatory mandates.

Key Responsibilities

• Lead the end-to-end planning, execution, and monitoring of local IT programs and projects to achieve business objectives across scope, schedule, resources, budget, and quality.

• Manage the delivery of the local customs and regulatory technology portfolio, specifically handling integrations such as Nafeza and Advanced Cargo Information Declaration (ACID) from initiation through benefit realization.

• Provide comprehensive functional leadership to the Digital Customer Solutions team, overseeing professional growth, resource planning, and knowledge continuity.

• Own the operational performance, service level agreements, and continuous enhancement of customer-facing shipping tools, including MyDHL+, APIs, Electronic Data Interchange (EDI), and breakbulk feeds.

• Act as the senior escalation point for technical customer support issues, managing critical operational problems to successful resolution.

• Partner with the Commercial division to streamline customer onboarding, training, and technical support on all corporate digital shipping applications.

• Drive technology automation and process improvement across internal IT workflows and external digital touchpoints to elevate service quality.

• Manage high-level stakeholder relationships across Operations, Commercial, Customer Service, Finance, Customs, Gateway, and external vendor partners.

• Represent Egypt IT in regional and global corporate forums, coordinating project dependencies and technical standards with international IT units.

• Maintain rigorous project governance, technical documentation, and performance reporting according to local and regional corporate standards.

Qualifications, Experience and Competencies

• University Graduate with a Bachelor's degree in Information Technology, Computer Science, Engineering, or a closely related technical field.

• Project Management Professional (PMP) or PRINCE2 certification is highly desired.

• ITIL certification is considered a strong asset for service delivery alignment.

• 6 to 8 years of proven experience in IT project/program management, systems solution delivery, or technical service management.

• 2 to 3 years of experience in a formal team leadership or supervisory role, with a focus on coaching and developing technical personnel.

• Solid baseline knowledge of digital customer platforms, software application integration, APIs, and Electronic Data Interchange (EDI) protocols.

• Prior exposure to, or practical experience delivering software solutions for, trade compliance, logistics operations, or customs-related regulatory updates (e.g., Nafeza, ACID).

• Advanced analytical problem-solving skills combined with sound decision-making capabilities under demanding, non-negotiable external deadlines.

• Excellent communication, presentation, and stakeholder engagement skills, with the ability to influence senior business managers and external partners.

• Full professional proficiency in written and spoken English and Arabic.

Equal Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.

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