About the Role

In this role, you will guide the creation and rollout of a predictive, proactive, and preventative operating model for IT Servicing Operations. You will operationalize proactive servicing leveraging Nexthink (FLOW, Remote Actions), optimize live support channels, and lead ServiceNow enablement to train engineers, ensure adoption, track adherence, and demonstrate business value. You will collaborate closely with stakeholders to transform localized onsite servicing from reactive ticket queues to portfolio-style management, improving colleague experience and compliance outcomes.

Key Responsibilities

• Define and deliver a proactive EUC servicing operating model (predictive, preventative, experience-led).
• Operationalize Nexthink FLOW and Remote Actions to reduce incidents and avoidable live support demand.
• Lead ServiceNow operational deployment, training, adoption, and value realization tracking.
• Optimize live servicing channels and improve compliance across the enterprise.
• Drive transformational change from reactive queue management to portfolio-based servicing.

Required Skills & Experience

• 5-8 years in IT service/support operations program management
• Hands-on leadership with Nexthink (FLOW, Remote Actions)
• ServiceNow enablement and operational rollout experience
• EUC domain expertise and proactive/automation-first mindset
• ITSM process knowledge and compliance improvement initiatives
• Strong stakeholder management and change leadership

Preferred Skills

• Change Management
• Process Improvement
• Training and enablement
• Portfolio Management