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).
