Role Summary
Lead the design, build, and scale of intelligent automation across core IT service processes. This role delivers AI-driven and workflow-based solutions that optimise Incident, Change, Problem, Request, and Knowledge management. Working across Service Operations, Compliance, Infrastructure, and external partners, the position ensures automation is secure, governed, audit-ready, and delivers measurable gains in efficiency, quality, and risk control. Ownership spans the Microsoft Power Platform ecosystem and connected enterprise data sources, with accountability for sustainable, enterprise-grade governance.
Key Responsibilities
* Automation Design & Delivery
* Architect and implement end-to-end automation using Power Automate (cloud & desktop) and AI Builder.
* Develop scalable, reusable assets (templates, connectors, governance policies).
* Manage Dev/Test/Prod environments, ALM pipelines, version control, and release strategy.
* Embed auditability, exception handling, fallback controls, and compliance alignment (financial and internal governance standards).
* Drive continuous improvement: maintain backlog, prioritise enhancements, and evolve the automation roadmap.
* IT Service Process Integration
* Integrate automation across Incident, Change, Problem, Request, Configuration, and Knowledge workflows.
* Embed operational controls (e.g., change approvals, escalation triggers, risk checkpoints).
* Define ownership models (RACI) and align with Service Integration and Operations stakeholders.
* Ensure automation supports service quality, resilience, and operational transparency.
* Data & AI Enablement
* Design intelligent workflows and AI prompts to process, classify, predict, and validate service data.
* Evaluate and monitor AI model performance (accuracy, precision/recall, drift).
* Establish human-in-the-loop validation mechanisms for risk-sensitive decisions.
* Maintain feedback loops to improve model reliability and governance compliance.
* Stakeholder & Governance Leadership
* Partner with Infrastructure teams, Service Management, Compliance, Vendor Management, and platform owners.
* Facilitate discovery workshops, demos, and adoption sessions.
* Define KPIs and value metrics (cycle time, quality improvement, compliance adherence).
* Produce governance playbooks, SOPs, and training materials to enable scale.
Required Skills
Technical Expertise
* Microsoft Power Platform: Power Automate (cloud/desktop), AI Builder (forms processing, prediction, classification), Power Apps (Canvas & Model-driven), Dataverse.
* M365 Integration: Outlook, SharePoint, Teams, Planner, OneDrive; working knowledge of Graph API.
* ALM & DevOps: Solution packaging, environment strategy, CI/CD pipelines (Azure DevOps/GitHub), automated testing, monitoring.
* Scripting or development capability (desirable): PowerShell, JavaScript, C#, Python.
Process & Leadership Capability
* Strong grounding in ITIL v4 practices (Incident, Request, Change Enablement, Problem, Knowledge, Continual Improvement).
* Process optimisation (value stream mapping, KPI design, bottleneck analysis).
* Cross-functional stakeholder engagement across operations, compliance, and vendors.
* Documentation and enablement: runbooks, SOPs, governance frameworks, user training.
Experience Profile
* 4–8+ years in IT Service Management or IT Operations with hands-on Power Platform delivery.
* Experience integrating enterprise service platforms with M365 ecosystems.
* Demonstrated success embedding automation into ITIL workflows (approvals, escalations, risk controls).
* Background working within regulated or audit-driven environments (e.g., financial compliance, ISO standards).
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