Service Excellence Leader

About the role

The Service Excellence Leader drives Service Integration and MSP Management services, orchestrating operational delivery across GovDigital, internal teams, external providers and Managed Service Providers. The role ensures services meet agreed SLAs, KPIs, governance standards and performance expectations throughout Build, Operate, Transform and Transfer phases.

Key responsibilities

• Lead the overall Service Integration organization and manage the Service Integration teams.
• Oversee Control Tower Management, Risk Management, Performance Management, and Administration Supervision teams.
• Orchestrate end‑to‑end delivery of operational services to customers and users, ensuring compliance with SLAs, KPIs and governance standards.
• Manage transition of new or changed services into steady‑state operations and coordinate internal and external service providers.
• Drive operational performance during Operate & Transform phases, including continuous improvement and modernization.

Required profile

• Proven 10+ years experience in service management, operations, quality or transformation.
• Growth mindset with a focus on personal and professional development.
• Customer‑focused attitude, prioritising client success.
• Inclusive and collaborative working style.

Required skills

• 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.