DEX Operations Architect

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.

Primary Responsibilities

The DEXOps Architect has two core, recurring deliverables:

Identify & Deliver Customer Business Workflows

Continuously 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:

• 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

Execute Quarterly Customer Health Reviews

Facilitate structured quarterly conversations with customer stakeholders to assess effectiveness. The review maps organisational dependencies and assigns named accountable owners to critical workflows.

• 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

Secondary Responsibilities

• 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
• 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

Preferred Qualifications

• 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
• Key Competencies & Skills

Technical & Domain Expertise

• 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

Organizational & Change Leadership

• 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

Communication & Facilitation

• 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

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world …