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

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