Transformation Lead, Consultant (Proactive Servicing)

Job Description:

• Looking for a senior level resource, specializing in internal IT Proactive Servicing implementation.
• Someone who can assist our team with the creation, planning, and implementation of a predictive, proactive and preventative operating model for IT Servicing Opera-tions.
• We need someone local to Phoenix who can work with the team on executing the strategy we develop, provide perspective and context to processes and operational models.
• Expertise with NexThink is a plus, but most important is heavy experience working with organization who have implemented transformational change and can share best practices, models of working, and help us build out the same within our organization.

Responsibilities:

• IT Simplification: Assess and identify opportunities for end user self-service by building transformation roadmap
• Business aligned metrics: Define key business outcome metrics
• Automation: Assess and recommend automation solution/tools/opportunities across ITSM and application services
• Stability: Drive "Fit for Purpose" demand - Relook at the IT work volume and identify possible solutions for Business self-service, Functional modernization and Technical debts
• Service & Process excellence: Drive & support "Run Different" themes. Process Improvement for Problem management, App Remediation/permanent fix work
• Operations Dashboard: Explore and build dashboard for Business and IT services
• Assessment: Publish the observations and improvement plan
• Governance & Mindshare: Establish IT Leadership connects for QBR, Strategic solutions and mind-share.
• Manage service transformation and continuous improvement for the program
• Make ongoing, incremental improvements to processes, tools and technologies.
• Align service with changing business needs.
• Understand customer service automation, including Nexthink, chatbots, Gen Al and other automated processes.