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Serco Middle East strengthens government services division with two new appointments

Published: 29 Nov 2020

Serco Middle East has appointed Kirsten O’Neill as Citizen Services Director and Nour Sabbagh as Government Services Solutions Director. Both Nour and Kirsten have been hired to support with strengthening Serco Middle East’s Government Services division within the company’s core sector of Citizen Services across the UAE and Saudi Arabia.

As Citizen Services Director, Kirsten will lead on the expansion of the company’s Government Services offering, which will focus on supporting the national vision of regional governments through the delivery of enhanced services to citizens. This includes complex case management, employment skills and transformational O&M (Operation and Maintenance) advice to government clients. To further support, Nour joins the Growth team as Government Services Solutions Director and will also be fundamental to growing the sector in both the UAE and Saudi Arabia.

Kirsten joins Serco Middle East from the Abu Dhabi Airport Company, where she was Head of Passenger Experience, Customer Service and ORAT Operational Planning and Process. Whilst in this role, she was responsible for the design and implementation of the future passenger experience strategy, experience product portfolio, and operational readiness requirements across all touchpoints for Abu Dhabi International Airport.

Commenting on her appointment, Kirsten O’Neill, Citizen Services Director for Serco Middle East said; “Serco is committed to supporting our regional governments in delivering the best government  services to citizens so it’s a great time to be joining the team as we embark on growing this sector across the Middle East, with a focus on the UAE and Saudi Arabia. I’m looking forward to the opportunity to roll out new strategies and portfolios, and deliver improved experiences for all our citizens within the region.”

Prior to joining Serco Middle East, Nour worked for the UAE Prime Minister's Office as part of the team that operates the government accelerators. Here she creatively and effectively applied her skills in designing and executing innovative programmes that delivered transformation at scale across the UAE as well as in governments across the globe.

Nour Sabbagh, Government Services Director for Serco Middle East commented on her appointment: “I’m proud to be joining Serco Middle East at a time where we have the opportunity to grow the business and strengthen the government services division. We have so many ideas on how we can establish this sector and provide new services, skills and advice to our government clients to enable sustainable and cost-effective outcomes whilst keeping nationalisation front of mind.”

Phil Malem, Chief Executive Officer, Serco Middle East commented on the two new appointments: “The future of government services is in outsourcing, so having both Nour and Kirsten driving our government services offering here in the UAE and in Saudi Arabia puts us in great stead to strengthen and grow this division, as well as the business as a whole. Both employees have a wealth of experience in this sector so we believe they will continue their excellent track record with Serco and help make a positive difference to the business. We look forward to welcoming Nour and Kirsten to the team and supporting them as they start this new chapter in their careers.”