Job Description

JOB ACCOUNTABILITIES

Lead the global Professional Services organization across implementation, onboarding, support operations, and integration engineering

Establish a unified PS governance model including SLA frameworks, escalation processes, and executive reporting

Deliver scalable onboarding and implementation capabilities across multi-platform logistics environments

Own end-to-end customer lifecycle from onboarding through hypercare and steady-state operations

Ensure SLA compliance (≥98–99%) and continuous improvement in incident resolution and service quality

Enable cross-platform onboarding (ERP + WMS + TMS + integrations) through integrated planning and execution

Drive standardization through reusable playbooks, training models, and automation frameworks

Partner with Product and Engineering teams to create a structured feedback loop for product improvements

Implement automation and AI-driven support capabilities (self-service, predictive analytics, intelligent triage)

Champion customer experience, adoption, and value realization across all implementations

Accountable for leading a high-performing team, fostering collaboration across Product, Engineering, and Business

Drive a culture of outcomes over activity, accountability, and continuous improvement

Act as an ambassador of DP World's values, ensuring safety, integrity, and customer-centricity

Other

Insert for All Bands

Act as an ambassador for DP World at all times when working; promoting and demonstrating positive behaviours in harmony with DP World's Principles, values and culture; ensuring the highest level of safety is applied in all activities; understanding and following DP World's Code of Conduct and Ethics policies
Perform other related duties as assigned

Qualifications, Experience And Skills

Qualifications:-

Bachelor's degree in Engineering, Technology, or related field

Master's degree (MBA or equivalent) preferred

Experience:-

15+ years in technology delivery, professional services, or logistics systems

Proven leadership experience managing global teams, large-scale delivery and professional service teams

Must have experience in logistics platforms (WMS, TMS, ERP, supply chain visibility)

Demonstrated success in transformation, consolidation, and operating model design

SKILLS:-

Logistics and supply chain platforms (WMS, TMS, ERP, integrations)

Large-scale implementation and onboarding models

IT service management (ITSM), SLA governance, incident management

Integration architecture and cross-platform delivery

Automation, AI-driven support, and digital operations

Group Vice President - Professional Services