Focus Group
Information Technology and Services
AI&AutomationManager
“AI & Automation Manager at Focus Group. Skills: AI platform adoption and performance, automation programme, contact centre platform improvements, AI capability into business‑as‑usual outcomes. Own AI platform adoption and performance across Service Operations. Lead governance and prioritisation of the automation programme”
What You'll Achieve.
improve efficiency and customer experience; turning AI capability into business‑as‑usual outcomes; measurable business outcomes
Industry & Context.
Ability to translate technical work into measurable business outcomes
What They're Looking For.
Must Have
Experience managing AI and/or automation platforms in a commercial environment, Hands‑on exposure to AI tools (e. g. ChatGPT, Copilot, Claude), delivery, stakeholder management, and people leadership skills, Ability to translate technical work into measurable business outcomes, Working knowledge of ITIL and ITSM processes
Nice to Have
MSP or B2B IT services experience, Familiarity with Rewst, Power Automate, ServiceNow, or similar platforms, Experience with AI‑enabled contact centre tooling
What You'll Do.
Own AI platform adoption and performance across Service Operations
Lead governance and prioritisation of the automation programme
Act as the operational lead for contact centre platform improvements
Manage and develop the Automation Team
Translate operational needs into clear priorities and requirements
reporting to senior stakeholders
How You'll Work.
Process & Methodology
delivery
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