Group Vice President - Professional Services

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

Accountablefor 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