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:-