(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
Skills Required
- Experience managing AI and/or automation platforms in a commercial environment
- Hands-on exposure to AI tools
- Strong delivery, stakeholder management, and people leadership skills
- Ability to translate technical work into measurable business outcomes
- Working knowledge of ITIL and ITSM processes
What We Do
Welcome to Focus Group. Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology. Here to take care of all your telecoms, IT and connectivity services. This means everything in one place, one point of contact and one bill to cover everything you need. SME or global enterprise business; public sector, service sector or charity…whatever your size, shape or service, we’ll take the time to get to know your business and deliver the technology to fit the bill. Our teams are experts in their field; passionate about finding the right solutions for you and committed to ensuring your business runs like clockwork. We’re by your side to keep your business phone system at the top of its game, your IT optimised, your data secure, your teams connected and your customers happy. At all times. Leaving you free to focus all your energy on the important stuff. Like growing your business. Telecoms | Mobile | Connectivity | IT solutions | Cyber security | Energy Let’s connect. Let’s grow.
