Operations Solutions & Governance Manager

Overview

The Operations Solutions & Governance Manager plays a critical role in bridging Operations and Technology by identifying operational challenges, designing scalable digital solutions, and embedding governance frameworks across regions.

This role combines process excellence, digital solution design, and operational engagement, with a strong focus on the Microsoft ecosystem and International SOS Operations systems.

Key Responsibilities

1. Stakeholder Discovery & Problem Framing

• Lead structured discovery sessions with regional and country operations teams to identify pain points, inefficiencies, and unmet needs
• Facilitate requirements workshops using design thinking methodologies
• Translate business requirements into clear, actionable solution briefs
• Develop as-is / to-be process maps and impact assessments
• Maintain a centralized pipeline of automation opportunities categorized by value, complexity, and readiness

2. Solution Roadmap & Architecture

• Define and manage a 12-month digital solutions roadmap aligned with transformation priorities
• Apply a “simple-first” approach (Forms, SharePoint Lists, Power Automate → Power Apps → custom solutions when required)
• Design modular, scalable solutions ensuring reusability and maintainability
• Ensure full documentation (user guides, architecture decisions, and run-books)

3. MS Applications & Oryx Suite Ownership

• Act as the functional owner of the Oryx Suite (Oryx, Oryx Connect, Oryx Rostering)
• Govern and prioritize enhancements across MS applications and Oryx platforms
• Translate business needs into structured development roadmaps
• Ensure system configurations support complex delivery models (JV structures, partnerships, client requirements)
• Maintain data integrity, standardization, and system adoption across regions

4. Digital Solution Delivery

• Design, build, and deploy solutions across Microsoft 365 tools (Power Automate, Power Apps, Power BI, SharePoint, Forms)
• Collaborate with enterprise application teams on integrations and advanced developments
• Ensure solutions are fully documented and maintainable

5. Operations–Technology Interface

• Act as the key liaison between operations and technology teams
• Ensure solutions reflect operational realities and constraints
• Promote standardized, system-driven processes across regions
• Identify automation opportunities to improve efficiency and data quality

6. Regional Operations Support

• Work closely with regional teams from the Cairo MSI center to understand operational challenges
• Translate service delivery needs into system enhancements and automation solutions
• Support configuration for complex delivery models and mobilization activities
• Lead operational governance reviews and feed insights into the central roadmap

7. Knowledge Transfer & Capability Building

• Conduct regular knowledge-sharing sessions
• Maintain a centralized solutions catalogue (ownership, lifecycle tracking)
• Train regional users on low-code tools for sustainability and autonomy

8. Regional Rollouts & Best Practices

• Support rollout of transformation initiatives (e.g., SHIFT, Fabric, Lumina)
• Ensure system configuration, user training, and adoption tracking
• Drive best practice sharing across regions to improve operational maturity

Required Experience & Skills

• 8+ years of experience in operations, digital solutions, or process improvement within multinational or complex environments
• Strong hands-on experience with Microsoft Power Platform (Power Automate, Power Apps, Power BI) and delivery of production-ready solutions
• Solid understanding of enterprise operations systems (CRM, rostering, billing, workflow automation)
• Experience in stakeholder engagement, including running workshops and translating business needs into solutions
• Knowledge of low-code architecture, integrations, and automation tools
• Proven ability to manage application governance, enhancements, and user adoption
• Strong analytical mindset with the ability to turn data into actionable insights
• Experience working across regional/global teams in matrix organizations

Required Qualifications

•    Degree in Engineering, Technology, Information Systems, or Business Management.
•    Lean Six Sigma Green Belt or above (preferred).
•    Microsoft Power Platform certifications (PL-100, PL-200, PL-300, or equivalent) highly desirable.
•    Project Management: PMI-ACP, PMP, or PRINCE2 (preferred, not mandatory).
•    Proficiency in MS Office suite, especially MS Visio, MS Project.

Language & Travel Requirements

• Fluent English is required
• Arabic & French are highly preferred, particularly for engagement across MS International region 
• Additional languages relevant to client locations are considered an advantage
• Willingness to travel across regions to support rollouts and stakeholder engagement (~15–25% of time)
• Flexibility to participate in short-term assignments or project-based secondments as required