Sr IT Service Transformation Manager

Promega•Madison, WI

About The Position

The Sr IT Service Transformation Manager supports Promega’s Shared Services and R&D departments by strengthening relationships between IT and business leaders and improving the IT service experience. The role acts as a liaison between assigned business areas and IT, learns business objectives, and works with IT leadership and teams to align service delivery with those objectives. It combines stakeholder relationship management, cross-team project coordination, AI enablement, and change management, using Promega’s AI tools to reduce routine coordination work so people can focus on judgment, relationships, and adoption of IT changes. The manager leads partnership reviews, coordinates responses to business issues, and manages IT initiatives affecting supported departments. The role coaches business users in creating AI-driven solutions, identifies and routes use cases that require specialized development, and plans AI solution rollouts. It also owns the human side of significant IT changes, including readiness, leadership coaching, resistance management, and sustained adoption. The position supports an inclusive and safe workplace and complies with applicable ethical, legal, and regulatory requirements.

Requirements

Bachelor’s degree in Information Systems, Business, or a related field, or equivalent experience.
At least 5 years of experience in IT service delivery, project coordination, business analysis, requirements gathering, or systems/process documentation.
Track record in change management or adoption across organizational technology transitions.
Hands-on capability with consumer-grade AI tools, including building Claude skills, scheduled tasks, or lightweight automations, and willingness to coach others.
Broad understanding of IT topics, including desktop support, infrastructure, application support, and systems architecture.
Strong stakeholder relationship skills at director and VP levels, with ability to translate between technical and business audiences.
Teamwork and collaboration expertise, including a leadership role in team or project activities.
Ability to resolve conflict constructively and work around obstacles to ensure team success.
Good presentation skills and ability to speak before large groups.
Comfort with ambiguity and an evolving role definition as AI capabilities mature.
Proficiency with digital tools and technology, including Microsoft applications and mobile platforms, and ability to adapt to and leverage emerging technologies such as AI.
Ability to be reached by cell phone 24 hours a day for emergency situations.
Ability to use a computer and Microsoft Office applications.

Nice To Haves

Certification in one or more IT best-practice methodologies, such as ITIL, Agile, or PMP.
Experience working in an Agile environment, such as Kanban or Scrum.
Experience building or supporting AI agent solutions, including prompt engineering or AI tool integration.
Experience in a regulated industry such as life sciences, pharmaceutical, or biotech.
Experience managing a team of IT or business professionals.
Experience in a functional or technical leadership position, including mentoring staff.
Experience in a hands-on IT support role.

Responsibilities

Act as a liaison to one or more business units, build relationships with key stakeholders and leaders, integrate into leadership teams, understand business objectives, and coordinate IT service delivery.
Lead IT Partnership Reviews, surface unmet technology needs, and advocate for department priorities in IT planning.
Escalate business issues, coordinate IT responses across teams, and anticipate organizational needs.
Manage cross-team IT initiatives, owning stakeholder alignment, scope decisions, risk judgment, dependency negotiation, and conversations about priority conflicts and scope changes.
Use judgment to determine which project risks require escalation and address risks to timelines or scope through stakeholder discussions.
Coach business users to build AI-driven solutions, help them choose appropriate tools, and provide hands-on assistance.
Identify AI use cases, build adaptable skills and templates, route use cases beyond business-user enablement to the Emerging Technology team, and gather feedback on the enterprise skills library.
Facilitate intake of requests to the Emerging Technology team by identifying use cases and priorities based on knowledge of supported business areas.
Plan rollouts of AI solutions and gather post-deployment feedback.
Own adoption of significant IT changes by assessing readiness, coaching department leaders, addressing resistance, and reinforcing adoption after go-live.
Demonstrate inclusion, kindness, curiosity, and respect, and contribute to a safe workspace.
Remain open to incorporating Promega’s six Emotional & Social Intelligence core principles into daily work.
Understand and comply with ethical, legal, and regulatory requirements applicable to the business.