DEX Operations Architect

pNexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any applicationor network, before employees notice the issue. As the first solutionto allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,500 customers to provide better digital experiences to more than 25+ millionemployees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide. /p pThe DEXOps Architect is a new strategic role within the customer success function responsible for transforming how enterprises operate their IT infrastructure by embedding the concepts of DEXOps into their core operational workflows. DEXOps Architect focuses on customer processes and how the platform becomes the connective tissue /p pYou will be embedded with customer IT leadership as a working partner, helping them identify, design, and deliver operational improvements that provide quantifiable outcomes. /p pWe... /p h3Primary Responsibilities /h3 pThe DEXOps Architect has two core, recurring deliverables: /p pbIdentify Deliver Customer Business Workflows /b /p pContinuously scan assigned accounts for workflows that are key to the customer's operations. Partner with customer IT leadership to redesign these workflows with DEXOps as the foundation: /p ul liIdentify embedded workflows that drive real operational change /li liConduct discovery sessions to understand customer processes, pain points, and dependencies /li liDesign workflow transformations that complement how the customer operates IT /li liDrive implementation and change management to ensure adoption and operational improvements /li liSecure executive sponsorship and named ownership for each workflow /li /ul pbExecute Quarterly Customer Health Reviews /b /p pFacilitate structured quarterly conversations with customer stakeholders to assess effectiveness. The review maps organisational dependencies and assigns named accountable owners to critical workflows. /p ul liPrepare and facilitate the quarterly review with customer IT leadership /li liBuild the breakage inventory (technical and political map of downstream dependencies) /li liScore item impact based on business criticality, detection time, and named accountability /li liIdentify unowned dependencies and execute the political work to secure senior named owners /li liTrack impact trends over time as a key health signal /li /ul h3Secondary Responsibilities /h3 ul liDevelop deep domain expertise in IT operating models and enterprise platform practices /li liTrack and communicate quantitative workflow metrics and automation effectiveness /li liCollaborate with Product and Sales teams to align new platform capabilities with workflows /li liDevelop a good technical understanding of the Nexthink platform and be able to advise customers on the best technical solution to their stated goals /li liMentor and upskill both internal and customer teams on enterprise operations best practices /li liParticipate in account planning, EBRs, and strategic business reviews /li liBuild and maintain executive relationships with customer C-level and senior IT leadership /li /ul ul li5-8+ years in IT operations, IT service management, IT strategy, or related enterprise IT leadership roles /li liDemonstrated expertise in IT operating models, process redesign, and organisational change management /li liTrack record of leading cross-functional initiatives and securing buy-in from IT executives and business stakeholders /li liAbility to translate between technical IT language and business outcomes /li liExperience with IT service delivery transformation or enterprise software platforms /li liStrong problem-solving and systems-thinking skills; ability to map complex dependencies and workflows /li liExcellent communication, presentation, and facilitation skills for running structured discovery and review sessions /li liDemonstrated experience of operationalising SaaS solutions to deliver tangible business benefits /li /ul h3Preferred Qualifications /h3 ul liBackground in Professional Services, Solution Consulting, or Enterprise Architect roles /li liITIL certification (Foundation or higher) or equivalent IT governance framework knowledge /li liExperience at a SaaS company in customer success, implementation, or post-sales engineering /li liExperience leading organizational change initiatives or IT transformation programs /li liMBA, engineering degree, or advanced IT certifications /li liKey Competencies Skills /li /ul h3Technical Domain Expertise /h3 ul liDeep knowledge of IT operating models, service delivery models, and IT governance frameworks /li liUnderstanding of enterprise IT infrastructure and IT operations best practices /li liAbility to diagnose complex IT workflows and identify optimization and automation opportunities /li /ul h3Organizational Change Leadership /h3 ul liExceptional organizational navigation and political acumen - identify and secure alignment from multiple stakeholders /li liChange management and stakeholder engagement skills to drive adoption of new operating models /li liAbility to influence without authority and build consensus across competing priorities /li /ul h3Communication Facilitation /h3 ul liExceptional presentation and communication skills for C-suite and technical audiences /li liFacilitation expertise to run structured discovery, design, and review sessions /li liAbility to distill complex subjects into clear, actionable narratives /li /ul pWe are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace. /p pWith over 1200 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages. /p ul liPermanent Contract and a competitive compensation package. /li liAmazing location in Cannon Street,not far fromSt. Paul's Cathedral. /li liHybrid work model balancing office and remote work, fostering effective onboarding and team connections for new hires. /li liFlexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 25days of holidays we offer)plus 3 company-paid volunteer days. /li liFully covered private health insurance for you and your family, life insurance plans, andMedicashSolo Level 2, ensuring comprehensive protection. /li liPension contribution of 12% (6 % from the employee and 6% from the employer). /li liFree access to professional training platforms to explore your interests and enhance your skills. /li li16 weeks of fully paid leave for primary caregivers, 6 weeks for secondary caregivers, andKiddivouchersto ease childcare expenses. /li li50% reimbursement on public transportation fees,up to a maximum of 1,250£ gross/year. /li liReimbursement of up to £40 for gym and fitness memberships monthly. /li liBonuses for referring successful hires after three months of continuous employment. /li /ul #J-18808-Ljbffr