Group Vice President - Professional Services

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

 

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• 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

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