About the Role
The Service Integration Leader leads the Service Integration and MSP Management services within the program. The role is accountable for orchestrating operational service delivery across GovDigital, internal teams, external service providers, and Managed Service Providers, ensuring services are delivered in line with agreed SLAs, KPIs, governance standards, and performance expectations.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Key Responsibilities
- Lead the overall Service Integration organization and manage the Service Integration teams.
- Oversee the following teams:
- Control Tower Management
- Risk Management
- Performance Management
- Administration Supervision
- Assign team leadership across Service Integration teams and manage role allocation.
- Orchestrate end-to-end delivery of operational services to customers and users.
- Ensure operational services are delivered according to agreed SLAs, KPIs, governance standards, and performance scorecards.
- Manage the transition of new or changed services into steady-state operations.
- Manage internal and external service providers accountable for service delivery.
- Lead governance, collaboration, performance management, compliance, and interdependencies across Service Integration, Modern Operations, IT Service Architecture, internal teams, and external MSPs.
- Maintain and update the Service Integration organization structure and team composition when required.
- Work with the client Service Integration Owner to agree on priorities, governance updates, and implementation actions.
- Drive operational performance during the Operate & Transform phase, including continuous improvement and modernization.
- Support knowledge transfer, shadowing, and final operational handover during the Transfer phase.
Scope of Accountability
The Service Integration Leader is accountable for ensuring that the Service Integration capability enables a performance-based operating model. This includes integrating multiple providers, managing dependencies, supporting operational governance, and enabling service excellence throughout the Build, Operate, Transform, and Transfer phases.
Expected Outcomes
- A functioning Service Integration operating model.
- Clear governance across providers and operational teams.
- Improved service performance against SLAs and KPIs.
- Effective MSP coordination and onboarding.
- Integrated operational reporting and performance management.
- Successful transfer of Service Integration knowledge and operations to client.
Your Future
Every position offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.
Who You Are
You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.
Required Skills and Experience
- 10+ years experience in service management, operations, quality, or transformation
- Service Excellence and ISO-aligned quality management experience
- Strong SLA, KPI, and service performance governance capability
- Leadership in service operations, transformation, and continuous improvement
- Experience in service integration and multi-supplier environments
Preferred Skills and Experience
- Experience in large-scale IT / managed services programs
- Exposure to Build–Operate–Transform delivery models
- Strong client-facing and executive stakeholder engagement experience
Being You
We focus on ensuring all employees feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. Employee feedback indicates that our number one driver of engagement is belonging. This dedication to welcoming everyone ensures that all employees have the ability to thrive and contribute to a culture of empathy and shared success.
What You Can Expect
Your career isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our programs are thoughtfully designed to support your financial, mental, physical, and social health.
From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.
We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals, and continuous feedback, you’ll have everything you need to thrive. You’ll develop in-demand skills and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. You’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.
We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.
