AI and Automation Manager

AI & Automation Manager

(Internal Job Level Reference: Senior Specialist)

Location: Hybrid – HQ in Shoreham‑by‑Sea
Reports to: Head of Proactive Services

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.

We’re seeking an AI & Automation Manager to own the operational adoption of AI, automation, and contact centre tooling within Service Operations. This is a senior operational role focused on turning AI capability into business‑as‑usual outcomes.

The Role

You will:

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

Track adoption, performance, and value, reporting to senior stakeholders

What You’ll Bring

Essential:

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

Working knowledge of ITIL and ITSM processes

Desirable:

MSP or B2B IT services experience

Familiarity with Rewst, Power Automate, ServiceNow, or similar platforms

Experience with AI‑enabled contact centre tooling

What We Offer

Competitive salary and benefits

Ownership of AI and automation within Service Operations

High visibility and influence across the business

Collaborative, delivery‑focused culture

Hybrid working with regular time at our Shoreham‑by‑Sea HQ