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
