Focus Group
Shoreham-by-Sea, UK
AI & Automation Manager 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...