DEX Operations Architect

Nexthink•Boston, MA

1d•$135,000 - $225,000•Hybrid

About The Position

The 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. You will be embedded with customer IT leadership as a working partner, helping them identify, design, and deliver operational improvements that provide quantifiable outcomes.

Requirements

5-8+ years in IT operations, IT service management, IT strategy, or related enterprise IT leadership roles
Demonstrated expertise in IT operating models, process redesign, and organisational change management
Track record of leading cross-functional initiatives and securing buy-in from IT executives and business stakeholders
Ability to translate between technical IT language and business outcomes
Experience with IT service delivery transformation or enterprise software platforms
Strong problem-solving and systems-thinking skills; ability to map complex dependencies and workflows
Excellent communication, presentation, and facilitation skills for running structured discovery and review sessions
Demonstrated experience of operationalising SaaS solutions to deliver tangible business benefits
Deep knowledge of IT operating models, service delivery models, and IT governance frameworks
Understanding of enterprise IT infrastructure and IT operations best practices
Ability to diagnose complex IT workflows and identify optimization and automation opportunities
Exceptional organizational navigation and political acumen - identify and secure alignment from multiple stakeholders
Change management and stakeholder engagement skills to drive adoption of new operating models
Ability to influence without authority and build consensus across competing priorities
Exceptional presentation and communication skills for C-suite and technical audiences
Facilitation expertise to run structured discovery, design, and review sessions
Ability to distill complex subjects into clear, actionable narratives

Nice To Haves

Background in Professional Services, Solution Consulting, or Enterprise Architect roles
ITIL certification (Foundation or higher) or equivalent IT governance framework knowledge
Experience at a SaaS company in customer success, implementation, or post-sales engineering
Experience leading organizational change initiatives or IT transformation programs
MBA, engineering degree, or advanced IT certifications

Responsibilities

Identify embedded workflows that drive real operational change
Conduct discovery sessions to understand customer processes, pain points, and dependencies
Design workflow transformations that complement how the customer operates IT
Drive implementation and change management to ensure adoption and operational improvements
Secure executive sponsorship and named ownership for each workflow
Prepare and facilitate the quarterly review with customer IT leadership
Build the breakage inventory (technical and political map of downstream dependencies)
Score item impact based on business criticality, detection time, and named accountability
Identify unowned dependencies and execute the political work to secure senior named owners
Track impact trends over time as a key health signal
Develop deep domain expertise in IT operating models and enterprise platform practices
Track and communicate quantitative workflow metrics and automation effectiveness
Collaborate with Product and Sales teams to align new platform capabilities with workflows
Develop a good technical understanding of the Nexthink platform and be able to advise customers on the best technical solution to their stated goals
Mentor and upskill both internal and customer teams on enterprise operations best practices
Participate in account planning, EBRs, and strategic business reviews
Build and maintain executive relationships with customer C-level and senior IT leadership