Digital Services Lead

location: Saudi Arabia

Role Summary

We are looking for an experienced Digital Services Lead to oversee end-to-end IT support and digital workplace services across Service Desk & End User Support, Command Center Operations, and Modern Workplace Technologies.

This role is responsible for overall service quality, SLA performance, user experience, operational governance, stakeholder management, and continuous improvement across these functions.

The Digital Services Lead will provide strategic and operational leadership to functional leads, ensuring effective coordination across support teams and delivering a reliable, user-focused IT service environment.

Key Responsibilities

Service Desk & End User Support

• Provide overall leadership and governance for Service Desk, End User Support, and device support operations.
• Ensure incidents and service requests are handled efficiently and professionally within agreed SLAs.
• Oversee onsite end-user device support, including device setup, maintenance, troubleshooting, and replacement.
• Act as an escalation point for complex, high-priority, and cross-functional technical issues.
• Monitor service performance, including ticket volumes, response times, resolution rates, SLA achievement, and user satisfaction.
• Coordinate with internal technical teams, vendors, and third-party providers to resolve service issues.
• Drive corrective and preventive actions for recurring incidents and service challenges.
• Ensure alignment with ITIL practices and established IT service management standards.

Command Center Operations

• Provide overall governance for Command Center or NOC-type operations.
• Ensure effective monitoring of infrastructure, applications, and critical IT services.
• Oversee incident detection, escalation, communication, and resolution to minimize business impact.
• Govern Major Incident Management processes and ensure effective stakeholder communication during critical incidents.
• Monitor operational KPIs such as availability, incident response, resolution time, and escalation effectiveness.
• Drive service improvement initiatives based on operational trends and performance data.

Modern Workplace Technologies

• Provide leadership and governance across Modern Workplace services and end-user productivity platforms.
• Oversee services related to Microsoft 365, email, Exchange Server, ITSM platforms, and device management.
• Ensure effective device provisioning, configuration, patching, compliance, and lifecycle management.
• Promote Modern Workplace standards, security policies, and operational best practices.
• Ensure strong integration between Modern Workplace, Service Desk, End User Support, and Command Center functions.

Leadership & Service Governance

• Lead and develop functional leads responsible for Service Desk & End User Support, Command Center, and Modern Workplace operations.
• Establish clear responsibilities, priorities, KPIs, and service performance expectations.
• Conduct regular operational and governance reviews to address service issues and identify improvement opportunities.
• Ensure effective coordination and handover between different IT support functions.
• Drive a strong culture of accountability, collaboration, service excellence, and continuous improvement.
• Provide clear reporting and visibility of overall service performance to senior stakeholders.

User Experience & Stakeholder Management

• Promote a customer- and user-focused approach across IT support operations.
• Build strong working relationships with business stakeholders, users, technical teams, and service providers.
• Monitor user feedback, complaints, and satisfaction results to identify areas for improvement.
• Proactively recommend improvements that enhance service quality and the overall end-user experience.
• Support change-management activities related to new technologies, systems, tools, and processes.

Reporting & Continuous Improvement

• Develop consolidated operational and service-performance reports.
• Analyze incident and service-request trends to identify root causes and improvement opportunities.
• Drive measurable corrective and preventive actions.
• Maintain accurate operational processes, procedures, documentation, and support models.
• Support service reviews, audits, and continuous-improvement initiatives.

Required Skills & Experience

• Strong experience in IT Service Management, Service Desk, End User Support, and IT operations.
• Experience managing Command Center or NOC operations, including monitoring, alerting, escalation, and Major Incident Management.
• Strong understanding of Modern Workplace technologies, including Microsoft 365, Exchange Server, ITSM tools, and device management platforms.
• Hands-on knowledge of ITSM platforms such as ServiceNow, BMC, Jira, or similar tools.
• Strong understanding of end-user computing environments, including Windows, Microsoft 365, hardware, printers, networking, and device support.
• Solid understanding of ITIL principles and service-management processes.
• Proven experience managing multiple IT operational functions and leading functional leads or managers.
• Strong troubleshooting, analytical, and problem-solving capabilities.
• Excellent stakeholder-management, communication, and presentation skills.
• Strong customer-service and user-experience mindset.
• Ability to work effectively across technical teams, vendors, service providers, and business stakeholders.
• Strong organizational and time-management skills.
• Comfortable working in a fast-paced, service-focused environment.

Qualifications

• Bachelor’s degree in Computer Engineering, Information Systems, Information Technology, or a related field.
• 8+ years of experience across IT Service Management, Service Desk, End User Support, Command Center/NOC, Digital Workplace, or related IT operations.
• At least 3 years of managerial experience overseeing multiple IT support or operational functions.
• Experience leading functional leads or managers across multiple service areas is highly preferred.
• ITIL Foundation certification or equivalent is an advantage.