Digital Services Lead

About the Role

DXC Technology is seeking an experienced Digital Services Lead to oversee end-to-end IT support and digital workplace services. This full-time position is based in Riyadh, Saudi Arabia, and requires 5-10 years of relevant experience. The role focuses on ensuring service quality, SLA performance, user experience, operational governance, and continuous improvement across Service Desk & End User Support, Command Center Operations, and Modern Workplace Technologies.

Key Responsibilities

The Digital Services Lead will provide strategic and operational leadership, ensuring effective coordination across support teams and delivering a reliable, user-focused IT service environment. Key responsibilities include:

• Leading and governing Service Desk, End User Support, and device support operations, ensuring efficient handling of incidents and service requests within agreed SLAs.
• Overseeing onsite end-user device support, including setup, maintenance, troubleshooting, and replacement.
• Acting as an escalation point for complex, high-priority, and cross-functional technical issues.
• Monitoring service performance, including ticket volumes, response times, resolution rates, SLA achievement, and user satisfaction.
• Coordinating with internal technical teams, vendors, and third-party providers to resolve service issues and driving corrective and preventive actions for recurring incidents.
• Ensuring alignment with ITIL practices and established IT service management standards.
• Providing governance for Command Center or NOC-type operations, ensuring effective monitoring of infrastructure, applications, and critical IT services.
• Overseeing incident detection, escalation, communication, and resolution to minimize business impact, and governing Major Incident Management processes.
• Monitoring operational KPIs such as availability, incident response, resolution time, and escalation effectiveness, and driving service improvement initiatives.
• Leading and governing Modern Workplace services and end-user productivity platforms, including Microsoft 365, email, Exchange Server, ITSM platforms, and device management.
• Ensuring effective device provisioning, configuration, patching, compliance, and lifecycle management, and promoting Modern Workplace standards and security policies.
• Ensuring strong integration between Modern Workplace, Service Desk, End User Support, and Command Center functions.

Leadership and Service Governance

This role involves developing functional leads for Service Desk & End User Support, Command Center, and Modern Workplace operations. Responsibilities include establishing clear responsibilities, priorities, KPIs, and service performance expectations. The lead will conduct regular operational and governance reviews, ensure effective coordination and handover between IT support functions, and foster a culture of accountability and continuous improvement. Clear reporting of overall service performance to senior stakeholders is also required.

User Experience and Stakeholder Management

The Digital Services Lead will promote a customer- and user-focused approach across IT support operations. This includes building strong relationships with business stakeholders, users, technical teams, and service providers. The role involves monitoring user feedback and satisfaction to identify improvement areas, proactively recommending enhancements to service quality and end-user experience, and supporting change-management activities related to new technologies and processes.

Reporting and Continuous Improvement

Responsibilities include developing consolidated operational and service-performance reports, analyzing incident and service-request trends to identify root causes and improvement opportunities, and driving measurable corrective and preventive actions. The lead will maintain accurate operational processes, procedures, documentation, and support models, and support service reviews, audits, and continuous-improvement initiatives.

Qualifications and Experience

• 5-10 years of experience in IT support and digital workplace services.
• Demonstrated leadership in managing IT service operations.
• Strong understanding of ITIL practices and IT service management standards.
• Experience with Microsoft 365, email, Exchange Server, ITSM platforms, and device management.
• Ability to drive service improvement initiatives and manage stakeholder relationships.