Senior IT Transformation Lead (Proactive Servicing)

Role: Senior IT Transformation Lead (Proactive Servicing).
Location: Phoenix AZ (Onsite).

Duration: Long Term Contract.

Job Summary:

• The Senior IT Transformation Lead will drive the organizations shift from reactive break-fix IT operations to a Predictive Proactive Preventative (P3) servicing model. This strategic architect role translates high-level vision into executable roadmaps redesigns IT service operations using AIOps and predictive analytics and leads cultural transformation to achieve zero-incidents operational maturity.

Key Responsibilities:

P3 Operating Model Design:

• Architect Predictive/Proactive/Preventative framework incorporating AIOps self-healing automation predictive analytics and Digital Employee Experience (DEX) platforms.
• Design self-service capabilities automated remediation workflows and proactive issue prevention using endpoint intelligence and usage analytics.
• Implement Shift Left methodologies empowering L1/L2 teams with AI-driven diagnostics and resolution playbooks.

Strategic Implementation:

• Develop detailed transformation roadmaps with phased milestones KPIs and success metrics for P3 adoption.
• Lead end-to-end execution from current-state assessment through future-state realization and continuous improvement.
• Establish service level objectives (SLOs) focused on Mean Time to Predict (MTTP) Mean Time to Remediate (MTTR) and end-user productivity.

Change Leadership & Adoption:

• Drive cultural transformation from reactive firefighting to proactive service ownership across IT teams.
• Design change management strategies including communication plans training programs and adoption metrics.
• Mentor technical teams on proactive servicing best practices and AIOps implementation patterns.

Process Optimization:

• Conduct deep-dive process analysis identifying bottlenecks toil and reactive patterns across incident problem change and service request management.
• Redesign workflows for automation-first operations using orchestration platforms and low-code/no-code tools.
• Implement predictive analytics for capacity planning failure prediction and service degradation prevention.

Required Qualifications:

• Proven Transformation Leadership
• 10 years ITSM/IT Operations with 3 large-scale transformations to proactive servicing models.
• Track record delivering measurable outcomes: Reduced MTTR by X% Y% fewer incidents Z% self-service adoption.
• Experience with AIOps platforms (Nexthink ServiceNow Predictive Intelligence BigPanda Moogsoft).

Technical Strategy Expertise:

• Deep knowledge of Digital Employee Experience (DEX) platforms (Nexthink strongly preferred).
• ITIL v4 Practitioner/Expert or COBIT 2019 certification.
• Experience implementing self-healing automation predictive analytics and proactive alerting frameworks.

Local Leadership Presence:

• Phoenix AZ area or willing to work onsite regularly with leadership/execution teams.
• Ability to influence C-level executives and mentor senior technical leadership.

Preferred Qualifications:

• Nexthink implementation/optimization experience.
• ServiceNow ITOM Visibility/Orchestration expertise.
• Zero-Incidents roadmap delivery in Fortune 500.
• Lean Six Sigma Black Belt for process optimization.
• Published thought leadership on proactive IT servicing.