Digital Transformation Services Lead (Hybrid)

WorkNomads is on the hunt for a Head of Digital Transformation to join our team!

Who We Are:

We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country.

• Remote engineering services, global impact - expert engineering, design, and business talent in cross-disciplinary project teams.

• Diversity celebrated - 40+ nationalities, 4 continents, one team.

• Continuous growth - we invest in you: projects, coliving, community, pushing you beyond what you thought possible.

Your mission at WorkNomads:

The Digital Transformation Services Lead is responsible for reimagining and modernizing Business Process Outsourcing (BPO) service delivery by introducing digital, AI-enabled, and architecture-led operating models. Leveraging an enterprise architecture background, this role bridges business strategy, technology, and operations to transform how services are designed, delivered, measured, and continuously improved.

As the strategic technology leader for service transformation, the role also provides direction and governance to the IT organization, ensuring technology investments, platforms, and architecture enable the future state of service delivery.

Working in close partnership with Operations leadership to understand service performance, customer needs, and operational challenges through data-driven insights, the role actively uncovers commercial opportunities by identifying new digital capabilities, value-added services, and innovation initiatives that expand the client's service portfolio, strengthen strategic partnerships, and drive sustainable revenue growth and profitability.

Key Responsibilities

Service Transformation Strategy

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.

Enterprise Architecture & Technology Leadership

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.

Innovation & New Ways of Working

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.

Operational Excellence

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.

Commercial Growth

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.

Financial & Value Realization

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.

Leadership & Stakeholder Management

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.

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.

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.