Sr IT Service Transformation Manager

OUR TEAM: At Promega, our IT team is dedicated to delivering exceptional customer service, ensuring the stability of our systems, and driving operational efficiency across the organization. We operate as both a service provider and a trusted partner, working closely with business units to align technology with initiatives and goals. Our mission is to provide seamless, reliable, and innovative solutions that not only support day-to-day operations but also enable growth and transformation. By building strong relationships and delivering value, we strive to become a true partner in Promega's success, ensuring that technology serves as a key enabler for future business opportunities.

YOUR ROLE: As an IT Service Transformation Manager supporting the Operations department, you will build strong relationships with key business leaders, acting as a liaison between Operations and IT. You will seek to understand business objectives and work with IT leadership and teams to ensure that IT services meet those objectives. You will build and use AI tools to support your own work, as well as provide AI enablement support to the Promega business.

JOB OBJECTIVE: Strengthen the IT-business relationship and the IT service experience for assigned Promega departments by combining stakeholder relationship management, cross-team project coordination, AI enablement, and change management. Use Promega's AI tools to absorb routine coordination work so that human time concentrates on judgment, relationships, and the adoption arc that closes every IT change. Serve as the bridge between business areas and the AI/agent development team for solutions that exceed business-user enablement.

CORE DUTIES:

1. Act as a liaison to one or more Promega business units. Build strong and deep relationships with key stakeholders and business leaders and integrate into business units' leadership teams to understand business objectives and coordinate IT service delivery to meet them.

2. Lead IT Partnership Reviews with assigned departments: build ongoing relationships with business leaders, surface unmet technology needs, and advocate for department priorities in IT planning. AI prepares session materials including agendas, summaries of work delivered since the last review, and open ticket status, freeing the conversation for strategic dialogue rather than status reporting.

3. Escalate business issues when they arise, coordinate IT response across teams, and read organizational signals to anticipate needs, while AI handles service performance monitoring, status dashboards, and first-pass identification of systemic issues from ticket patterns.

4. Manage cross-team IT initiatives that affect assigned departments by owning stakeholder alignment, scope decisions, risk judgment, dependency negotiation, and the facilitation of difficult conversations on priority conflicts and scope changes, while AI handles schedule tracking, status report generation, meeting notes, action item extraction, and standard project communication.

5. Exercise judgment in which project risks warrant escalation and navigate difficult conversations when timelines or scopes are at risk, while AI surfaces pattern-based risk signals, timeline analysis, critical path status, and draft narratives.

6. Coach business users to build their own AI-driven solutions (e.g., Claude skills, scheduled tasks, n8n workflows), help them select the right tool for their use case, and provide hands-on assistance when they get stuck, while AI handles auto-generated skill scaffolding, prompt suggestions, and self-serve answers to common questions.

7. Identify candidate AI use cases, build skills and templates that departments can adapt, and recognize use cases that exceed business-user enablement and route them to the Emerging Technology team. Solicit user feedback on the enterprise skills library and partner with that team to enhance or resolve issues.

8. Provide business analysis to the Emerging Technology team by gathering business requirements, translating business problems into AI-implementable scope, and defining acceptance criteria including accuracy thresholds and escalation paths.

9. Verify that proposed AI solutions match business needs, coordinate UAT with business users, and negotiate scope changes between stakeholders and the Emerging Technology team, while AI handles requirement summary drafts, generated test scenarios, and UAT scheduling and reminders.

10. Lead rollout planning for AI solutions and gather post-deployment feedback, with AI handling rollout communication drafts, adoption tracking, and feedback aggregation across user channels.

11. Own the human-side adoption for significant IT changes by assessing readiness, coaching department leaders through transitions, identifying and addressing resistance, and reinforcing adoption past go-live, while AI handles adoption tracking, templated change announcements, and pattern detection on which departments adopt quickly and which lag.

12. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.

13. Embracing and being open to incorporating Promega's 6 Emotional & Social Intelligence (ESI) core principles in daily work.

14. Understands and complies with ethical, legal and regulatory requirements applicable to our business.

KEY QUALIFICATIONS:

1. Bachelor's Degree in Information Systems, Business, or a related field; or equivalent experience.

2. 5+ years of experience in IT service delivery, project coordination, business analysis, requirements gathering, or systems/process documentation.

3. Change management or adoption-focused track record across organizational technology transitions.

4. Demonstrated hands-on capability with consumer-grade AI tools, including building Claude skills, scheduled tasks, or lightweight automations, and willingness to coach others to do the same.

5. Broad understanding of IT topics, including desktop support, infrastructure, application support, and systems architecture.

6. Strong stakeholder relationship skills at the director and VP level, with the ability to translate between technical and business audiences.

7. Demonstrated teamwork and collaboration expertise with a leadership role in team or project activities.

8. Ability to resolve conflict in a constructive manner and work around obstacles to ensure team success.

9. Good presentation skills and the ability to speak before large groups.

10. Comfort with ambiguity and an evolving role definition; this position will continue to reshape as AI capability matures.

11. Demonstrated proficiency in digital tools and technology, including Microsoft applications and mobile platforms, with the ability to adapt and leverage emerging technologies, such as artificial intelligence, to improve efficiency, automation, and collaboration.

PREFERRED QUALIFICATIONS:

1. Certification in one or more IT best practice methodology (e.g. ITIL, Agile, PMP).

2. Experience working in an Agile environment (Kanban or Scrum).

3. Experience building or supporting AI agent solutions, including prompt engineering or AI tool integration.

4. Experience in a regulated industry such as life sciences, pharmaceutical, or biotech.

5. Experience managing a team of IT or business professionals.

6. Experience in a functional or technical leadership position, mentoring other staff.

7. Experience in a hands-on IT support role.

PHYSICAL DEMANDS:

1. Able to be reached via cell phone 24 hours a day for emergency situations.

2. Ability to use a computer / Microsoft Office applications.

At Promega, we value diversity and strive to create an inclusive workplace. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.