Operations Solutions & Governance Manager

OverviewThe 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 Stakeholder Discovery & Problem FramingLead structured discovery sessions with regional and country operations teams to identify pain points, inefficiencies, and unmet needsFacilitate requirements workshops using design thinking methodologiesTranslate business requirements into clear, actionable solution briefsDevelop as-is / to-be process maps and impact assessmentsMaintain a centralized pipeline of automation opportunities categorized by value, complexity, and readiness Solution Roadmap & ArchitectureDefine and manage a 12-month digital solutions roadmap aligned with transformation prioritiesApply a “simple-first” approach (Forms, SharePoint Lists, Power Automate → Power Apps → custom solutions when required)Design modular, scalable solutions ensuring reusability and maintainabilityEnsure full documentation (user guides, architecture decisions, and run-books) MS Applications & Oryx Suite OwnershipAct as the functional owner of the Oryx Suite (Oryx, Oryx Connect, Oryx Rostering)Govern and prioritize enhancements across MS applications and Oryx platformsTranslate business needs into structured development roadmapsEnsure system configurations support complex delivery models (JV structures, partnerships, client requirements)Maintain data integrity, standardization, and system adoption across regions Digital Solution DeliveryDesign, 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 developmentsEnsure solutions are fully documented and maintainable Operations–Technology InterfaceAct as the key liaison between operations and technology teamsEnsure solutions reflect operational realities and constraintsPromote standardized, system-driven processes across regionsIdentify automation opportunities to improve efficiency and data quality Regional Operations SupportWork closely with regional teams from the Cairo MSI center to understand operational challengesTranslate service delivery needs into system enhancements and automation solutionsSupport configuration for complex delivery models and mobilization activitiesLead operational governance reviews and feed insights into the central roadmap Knowledge Transfer & Capability BuildingConduct regular knowledge-sharing sessionsMaintain a centralized solutions catalogue (ownership, lifecycle tracking)Train regional users on low-code tools for sustainability and autonomy Regional Rollouts & Best PracticesSupport rollout of transformation initiatives (e.g., SHIFT, Fabric, Lumina)Ensure system configuration, user training, and adoption trackingDrive best practice sharing across regions to improve operational maturityRequired Experience & Skills8+ years of experience in operations, digital solutions, or process improvement within multinational or complex environmentsStrong hands-on experience with Microsoft Power Platform (Power Automate, Power Apps, Power BI) and delivery of production-ready solutionsSolid understanding of enterprise operations systems (CRM, rostering, billing, workflow automation)Experience in stakeholder engagement, including running workshops and translating business needs into solutionsKnowledge of low-code architecture, integrations, and automation toolsProven ability to manage application governance, enhancements, and user adoptionStrong analytical mindset with the ability to turn data into actionable insightsExperience working across regional/global teams in matrix organizationsRequired 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 RequirementsFluent English is requiredArabic & French are highly preferred, particularly for engagement across MS International region Additional languages relevant to client locations are considered an advantageWillingness 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