AI and Automation Manager

AI and Automation Manager focuses on own ai platform adoption and performance across service operations.

What the role involves

• Own AI platform adoption and performance across Service Operations.
• Leading governance and prioritisation of the automation programme.
• Act as the operational lead for contact centre platform improvements.
• Track adoption, performance, and value, reporting to senior stakeholders.

Skills and requirements

• Experience managing AI and/or automation platforms in a commercial environment.
• Hands‑on exposure to AI tools (e.g. ChatGPT, Copilot, Claude).
• Strong delivery, stakeholder management, and people leadership skills.
• Ability to translate technical work into measurable business outcomes.

Confirmed role details

• Focus Group is a leading UK provider of IT and communications services to over 30,000 SMB customers.
• As we continue to scale, we’re embedding AI and intelligent automation into Service Operations to improve efficiency and customer experience.
• This is a senior operational role focused on turning AI capability into business‑as‑usual outcomes.
• Competitive salary and benefits.

Additional role context

• Translate operational needs into clear priorities and requirements.