Digital Operations Team Lead

Role Purpose

The Digital Operations Team Lead is responsible for the GCC-based team that supports digital ops activity across all entities within the Care ADHD group. This team works closely with our UK based OpEx team, to support efficient, scalable and reliable service delivery through optimal configuration of our digital systems.

This includes workflow configuration, automation development, operational reporting, SharePoint solutions, forms, integrations and continuous optimisation of business systems.

The role is not a software engineering position. Instead, it is a hands-on business systems and automation leadership role focused on improving how work moves through the organisation.

Key Responsibilities

Business Systems Configuration & Optimisation

• Configure and maintain operational systems to support service delivery.
• Build and maintain system automations.
• Support administration and configuration of platforms such as:
• Microsoft 365
• Power Automate
• Power Apps
• SharePoint
• Forms
• Airtable
• AWS Connect
• Ensure systems remain aligned with agreed operational processes.

Automation & Digital Improvement

• Identify opportunities to remove manual effort through automation.
• Design, build and deploy Power Automate workflows.
• Create simple integrations between operational systems.
• Measure and report benefits delivered through automation initiatives.

Operational Excellence Partnership

• Work alongside OpEx Specialists, Implementation Managers and Process Standards teams to understand operational requirements.
• Translate process designs into working system solutions.
• Support pilots, testing and rollout activities.
• Assist with implementation of new services and operational models.

Governance & Control

• Maintain documentation for automations and system configurations.
• Ensure appropriate controls, permissions and change management processes are followed.
• Support incident investigation and root cause analysis relating to operational systems.

Team Leadership

• Lead and develop the Digital Operations team within the GCC.
• Allocate workload and priorities.
• Coach and mentor Digital Operations Specialists.
• Establish development standards and quality assurance processes.

What Good Looks Like

• Manual administrative effort is consistently reduced through automation.
• Operational systems accurately reflect agreed processes.
• Users can rely on simple, intuitive and well-maintained tools.
• Changes are sustainable, implemented safely, and well documented.
• The Digital Operations team is viewed as a trusted delivery partner within OpEx.

Essential Experience

• 6-10+ years experience, with at least:

• 3+ years leading digital operations, business systems, automation or low-code teams

• 3+ years hands-on Power Platform experience

• 5+ years working with international teams

• Strong, clear, confident written and verbal English communication skills.

• Proven ownership of business systems configuration and automation delivery

• Evidence of designing and governing automation standards

• Experience partnering with operational stakeholders to translate business requirements into digital solutions

• Strong stakeholder management skills.

• Experience of working in a scaling organisation where operational complexity was increasing

• Experience building low-code workflows and automations.

• Understanding of process improvement methodologies.

Desirable

• AWS Connect configuration experience.
• Airtable administration experience.
• Experience in regulated industries (healthcare desirable).