Digital Transformation Services Lead (remote)

WorkNomads

1d • Remote

About The Position

WorkNomads is seeking a Head of Digital Transformation to join their team. This role is responsible for modernizing Business Process Outsourcing (BPO) service delivery through digital, AI-enabled, and architecture-led operating models. The position leverages an enterprise architecture background to transform service design, delivery, measurement, and improvement, bringing best practices from other industries into the BPO environment. The role also provides direction and governance to the IT organization to ensure technology investments enable the future state of service delivery. It involves close partnership with Operations leadership to understand service performance and customer needs, identifying commercial opportunities through new digital capabilities and innovation initiatives to expand the client's service portfolio and drive revenue growth.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline.
• Enterprise Architecture experience with a strong understanding of business architecture, application architecture, data architecture, and technology architecture.
• 10+ years of experience in digital transformation, enterprise architecture, IT strategy, or service transformation.
• Experience within BPO, customer operations, shared services, managed services, or large-scale service organizations.
• Demonstrated success leading digital transformation initiatives involving AI, automation, cloud, analytics, and modern enterprise platforms.
• Experience leading technology teams and influencing enterprise-wide transformation programs.

Nice To Haves

• Knowledge of Enterprise Architecture frameworks (e.g., TOGAF) is an advantage.
• Familiarity with Agile, DevSecOps, ITIL, Lean, Six Sigma, or Product Operating Models is preferred.

Responsibilities

• Define and execute the digital transformation strategy for customer service accounts and managed services.
• Design future-state operating models that leverage AI, automation, analytics, cloud technologies, and digital platforms.
• Transform traditional BPO delivery into standardized, technology-enabled, and data-driven service models.
• Establish scalable frameworks that can be replicated across multiple accounts and business units.
• Apply Enterprise Architecture principles to align business capabilities, processes, applications, data, and technology with strategic objectives.
• Define the target architecture for digital service delivery and guide the evolution of supporting technology platforms.
• Ensure technology decisions support scalability, interoperability, security, governance, and operational excellence.
• Lead and steer the IT organization in delivering technology capabilities that support business transformation.
• Partner with IT leaders to prioritize investments, modernize platforms, and accelerate innovation.
• Introduce proven operational and digital practices from industries such as financial services, manufacturing, healthcare, logistics, and technology into the BPO environment.
• Challenge existing service delivery models and drive continuous innovation.
• Promote Agile, DevSecOps, product-oriented delivery, platform thinking, and automation-first principles across service operations.
• Foster a culture of experimentation, continuous improvement, and technology adoption.
• Redesign business processes to improve efficiency, quality, resilience, and customer experience.
• Establish governance models, KPIs, dashboards, and performance metrics that provide end-to-end visibility into service performance.
• Standardize processes and operating procedures to improve consistency across accounts.
• Ensure transformation initiatives deliver measurable operational and financial outcomes.
• Identify opportunities to expand service scope through digital capabilities, AI solutions, automation, consulting, and managed services.
• Partner with Sales, Account Management, and Client Success teams to develop transformation roadmaps and business cases.
• Position the organization as a strategic digital transformation partner for clients.
• Support revenue growth through upselling, cross-selling, and innovative service offerings.
• Improve account profitability through technology-enabled productivity gains and optimized delivery models.
• Develop business cases that quantify expected benefits, ROI, and cost savings.
• Track realization of transformation benefits and continuously optimize value delivery.
• Lead cross-functional transformation programs involving Operations, IT, Digital, AI, Product, and Client teams.
• Influence senior executives and client stakeholders on transformation priorities and investment decisions.
• Mentor operational and technology leaders in digital transformation, enterprise architecture, and modern service delivery practices.
• Build strong collaboration between business and IT to ensure successful execution.

Benefits

• Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.
• Autonomy: an environment where your technical vision matters, and you own your work-life balance.
• Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
• Global vibe: an international, dynamic, remote-first workplace.
• Connectivity Support: home office allowance
• Total Rewards: paid time off and competitive remuneration.
• Community: team get-togethers and networking events are in our DNA!
• Seamless Living: need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s biggest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior