About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Overview</b></H2> </div><div><p>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.</p> <p>This role combines process excellence, digital solution design, and operational engagement, with a strong focus on the Microsoft ecosystem and International SOS Operations systems.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Key Responsibilities</b></H2> </div><div><h4>1. Stakeholder Discovery & Problem Framing</h4> <ul> <li>Lead structured discovery sessions with regional and country operations teams to identify pain points, inefficiencies, and unmet needs</li> <li>Facilitate requirements workshops using design thinking methodologies</li> <li>Translate business requirements into clear, actionable solution briefs</li> <li>Develop as-is / to-be process maps and impact assessments</li> <li>Maintain a centralized pipeline of automation opportunities categorized by value, complexity, and readiness</li> </ul> <h4>2. Solution Roadmap & Architecture</h4> <ul> <li>Define and manage a 12-month digital solutions roadmap aligned with transformation priorities</li> <li>Apply a “simple-first” approach (Forms, SharePoint Lists, Power Automate → Power Apps → custom solutions when required)</li> <li>Design modular, scalable solutions ensuring reusability and maintainability</li> <li>Ensure full documentation (user guides, architecture decisions, and run-books)</li> </ul> <h4>3. MS Applications & Oryx Suite Ownership</h4> <ul> <li>Act as the functional owner of the Oryx Suite (Oryx, Oryx Connect, Oryx Rostering)</li> <li>Govern and prioritize enhancements across MS applications and Oryx platforms</li> <li>Translate business needs into structured development roadmaps</li> <li>Ensure system configurations support complex delivery models (JV structures, partnerships, client requirements)</li> <li>Maintain data integrity, standardization, and system adoption across regions</li> </ul> <h4>4. Digital Solution Delivery</h4> <ul> <li>Design, build, and deploy solutions across Microsoft 365 tools (Power Automate, Power Apps, Power BI, SharePoint, Forms)</li> <li>Collaborate with enterprise application teams on integrations and advanced developments</li> <li>Ensure solutions are fully documented and maintainable</li> </ul> <h4>5. Operations–Technology Interface</h4> <ul> <li>Act as the key liaison between operations and technology teams</li> <li>Ensure solutions reflect operational realities and constraints</li> <li>Promote standardized, system-driven processes across regions</li> <li>Identify automation opportunities to improve efficiency and data quality</li> </ul> <h4>6. Regional Operations Support</h4> <ul> <li>Work closely with regional teams from the Cairo MSI center to understand operational challenges</li> <li>Translate service delivery needs into system enhancements and automation solutions</li> <li>Support configuration for complex delivery models and mobilization activities</li> <li>Lead operational governance reviews and feed insights into the central roadmap</li> </ul> <h4>7. Knowledge Transfer & Capability Building</h4> <ul> <li>Conduct regular knowledge-sharing sessions</li> <li>Maintain a centralized solutions catalogue (ownership, lifecycle tracking)</li> <li>Train regional users on low-code tools for sustainability and autonomy</li> </ul> <h4>8. Regional Rollouts & Best Practices</h4> <ul> <li>Support rollout of transformation initiatives (e.g., SHIFT, Fabric, Lumina)</li> <li>Ensure system configuration, user training, and adoption tracking</li> <li>Drive best practice sharing across regions to improve operational maturity</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Required Experience & Skills</b></H2> </div><div><ul> <li>8+ years of experience in operations, digital solutions, or process improvement within multinational or complex environments</li> <li>Strong hands-on experience with Microsoft Power Platform (Power Automate, Power Apps, Power BI) and delivery of production-ready solutions</li> <li>Solid understanding of enterprise operations systems (CRM, rostering, billing, workflow automation)</li> <li>Experience in stakeholder engagement, including running workshops and translating business needs into solutions</li> <li>Knowledge of low-code architecture, integrations, and automation tools</li> <li>Proven ability to manage application governance, enhancements, and user adoption</li> <li>Strong analytical mindset with the ability to turn data into actionable insights</li> <li>Experience working across regional/global teams in matrix organizations</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Required Qualifications </b></H2> </div><div><p>• Degree in Engineering, Technology, Information Systems, or Business Management.<br>• Lean Six Sigma Green Belt or above (preferred).<br>• Microsoft Power Platform certifications (PL-100, PL-200, PL-300, or equivalent) highly desirable.<br>• Project Management: PMI-ACP, PMP, or PRINCE2 (preferred, not mandatory).<br>• Proficiency in MS Office suite, especially MS Visio, MS Project.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Language & Travel Requirements</b></H2> </div><div><ul> <li>Fluent English is required</li> <li>Arabic & French are highly preferred, particularly for engagement across MS International region </li> <li>Additional languages relevant to client locations are considered an advantage</li> <li>Willingness to travel across regions to support rollouts and stakeholder engagement (~15–25% of time)</li> <li>Flexibility to participate in short-term assignments or project-based secondments as required</li> </ul></div></div></div>