Senior IT Transformation Lead (Proactive Servicing)

Job Title: Senior IT Transformation Lead (Proactive Servicing)
Location: Phoenix, AZ

Duration: 12 Months

Job Summary

The Senior IT Transformation Lead will drive the organization's 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

Keywords: Senior IT Transformation Lead, Proactive Servicing, P3 Operating Model, Predictive IT, Preventative Maintenance, AIOps, Digital Employee Experience, DEX, Nexthink, ITIL v4, COBIT, Lean IT, Shift Left, Self-Healing Systems, Zero Incidents, IT Service Management, ITSM Transformation, IT Operations Leadership, Change Management, Process Optimization, Predictive Analytics, Automated Remediation, Service Level Objectives, SLO, Mean Time to Predict, MTTP, Mean Time to Remediate, MTTR, Self-Service Portal, Incident Swarming, Capacity Planning, Cultural Transformation, Stakeholder Influence, C-Level Communication, Phoenix Arizona, Onsite IT Leadership, ServiceNow ITOM, BigPanda, Moogsoft, Endpoint Intelligence, Usage Analytics, Operational Maturity, Transformation Roadmap, End-User Productivity, NPS Improvement

About VDart Group
VDart Group is a global leader in technology, product, and talent solutions, serving Fortune 500 clients in 13 countries. With over 4,000 professionals worldwide, we deliver innovation, operational excellence, and measurable outcomes across industries. Guided by our commitment to People, Purpose, and Planet, VDart is recognized with an EcoVadis Bronze Medal and as a UN Global Compact member, reflecting our dedication to sustainable practices.