Manager - Operational Technology

Job Purpose

Within the organisation, Operational Technology means the business-led optimisation of operational processes, systems, information and decision‑making across the asset and service lifecycle.

The Manager - Operational Technology leads enterprise‑wide improvements across facilities, assets, customer services and related operations. The role converts strategy into standardised processes, trusted information, adopted systems and measurable improvements in service, productivity, lifecycle cost, resilience, compliance and customer outcomes.

The role is the functional owner for CAFM/EAM and related operational capabilities, connecting BIM, AIM, AIS, customer workflows, data governance, executive intelligence, automation and AI‑enabled decision support. It leads initiatives from business case through operational adoption and benefits realisation.

• Standardised, controlled and customer‑focused enterprise processes before automation.
• Successful adoption and optimisation of CAFM/EAM and related operational systems.
• Trusted, governed and lifecycle‑ready asset and operational information.
• Improved asset reliability, service performance, customer experience and management decision‑making.
• Verified financial, productivity, compliance and risk benefits sustained after implementation.
• A governed pipeline of high‑value automation, analytics and AI‑enabled improvements.

• Own the multi‑year operational technology roadmap, investment priorities and transformation portfolio aligned to enterprise strategy.
• Develop business cases, baselines, target outcomes and benefits plans; assign benefit owners and track value through transition into business as usual.
• Lead cross‑functional programmes across scope, schedule, budget, risk, dependencies, procurement, change and executive governance.
• Provide concise executive intelligence on progress, decisions, risks, performance and realised benefits.

• Design target operating models covering process ownership, roles, decision rights, service models, controls and capability needs.
• Lead enterprise requirements from discovery and prioritisation through traceability, acceptance and controlled change.
• Simplify and standardise end-to-end operational and customer workflows before automation, removing duplication, waste, hand-offs and control gaps.
• Maintain a value‑ranked backlog of process, information and system improvements across functions and subsidiaries.

• Act as business product owner and functional design authority for CAFM and subsequent operational platforms.
• Own functional scope, fit-gap decisions, configuration principles, acceptance criteria, user testing, release approval and operational readiness.
• Systemise asset registers, work management, maintenance, inspections, service requests, contracts, space, inventory and field operations using scalable standard processes.
• Monitor adoption, data quality, service levels, control effectiveness and post-go-live value; sponsor corrective action and continuous optimisation.

• Lead the operational application of BIM and govern AIM, AIS, the common data environment and information handover across the asset lifecycle.
• Define enterprise, asset, project and exchange information requirements, ownership, standards, quality controls and acceptance gates.
• Connect trusted information across CAFM/EAM, GIS, ERP, CRM, BMS, IoT, documents and business intelligence to enable one version of performance.
• Identify, prioritise and ope rationalise AI, automation and analytics use cases with Digital and IT, ensuring data readiness, responsible controls, human oversight and measurable value.

• Embed customer needs, service standards and experience measures into functional and workflow design.
• Connect customer requests, cases, feedback and recovery to operational fulfilment, accountability and reporting.
• Use asset, service, cost, condition and journey data to improve reliability, lifecycle decisions, resource allocation and first‑time…