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- Tasks: Lead AI and automation initiatives to enhance service operations and customer experience.
- Company: Join a leading UK IT and communications provider with a focus on innovation.
- Benefits: Competitive salary, hybrid working, and high visibility across the business.
- Other info: Opportunity for career growth in a dynamic and supportive culture.
- Why this job: Make a real impact by driving AI adoption in a collaborative environment.
- Qualifications: Experience with AI platforms and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
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
- 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
AI and Automation Manager employer: Focus Group
Contact Detail:
Focus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land AI and Automation Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at Focus Group. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Show off your skills! If you've got experience with AI tools like ChatGPT or automation platforms, make sure to highlight that in conversations. Share specific examples of how you've used these tools to drive results.
✨Tip Number 3
Prepare for the interview by understanding their needs. Research Focus Group's current projects and think about how your background in AI and automation can help them achieve their goals. Tailor your pitch to show you're the perfect fit!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining the team at Focus Group. Don’t miss out on this opportunity!
We think you need these skills to ace AI and Automation Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of AI & Automation Manager. Highlight your experience with AI tools and automation platforms, and don’t forget to showcase your leadership skills. We want to see how you can turn technical work into real business outcomes!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Share specific examples of how you've managed AI projects or improved processes in previous roles. Let us know what excites you about working with AI and automation at StudySmarter.
Showcase Your Stakeholder Management Skills: In this role, you'll be working with various stakeholders, so make sure to highlight your experience in managing relationships and delivering results. We love seeing how you’ve successfully communicated complex ideas to different audiences in the past!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of it. Plus, you’ll get to see more about what we do and how we work at StudySmarter!
How to prepare for a job interview at Focus Group
✨Know Your AI Tools
Familiarise yourself with the specific AI tools mentioned in the job description, like ChatGPT and Copilot. Be ready to discuss your hands-on experience with these platforms and how you've used them to drive business outcomes.
✨Showcase Your Leadership Skills
As this role involves managing a team, prepare examples that highlight your leadership style and how you've successfully led teams in the past. Think about times when you translated operational needs into clear priorities and how you motivated your team to achieve those goals.
✨Understand ITIL and ITSM Processes
Brush up on ITIL and ITSM processes, as they are crucial for this position. Be prepared to discuss how you've applied these frameworks in previous roles and how they can enhance the efficiency of service operations.
✨Prepare for Stakeholder Management Questions
Expect questions about stakeholder management and delivery. Have specific examples ready that demonstrate your ability to manage relationships and communicate effectively with senior stakeholders, especially regarding AI platform adoption and performance.