AI and 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.

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

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

• 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