Lead Engineer (Automation/AI)

Lead Engineer – Automation & AI (Workplace Technology and Support) 
This role is responsible for helping Workplace Technology and Support teams use 
automation and AI to improve service quality, reduce manual effort and deliver a better 
end user experience. 
As a senior individual contributor, this person will act as an internal consultant across 
the function — identifying opportunities, shaping solutions and helping teams 
implement practical improvements across workplace services, support processes and 
platform operations. 
The role requires strong Microsoft-centric expertise, a good understanding of service 
integration and automation, and the ability to turn ideas into scalable, supportable 
outcomes. 
Scope 
The role supports all Workplace Technology and Support teams, with a focus on 
improving services through automation, AI and better technical integration. 
It covers Microsoft 365, Copilot, Intune, service workflows and operational tooling, 
including opportunities to improve how teams work through scripting, APIs, 
infrastructure as code and connected platforms such as ServiceNow. 
This is a hands-on, non-managerial role suited to someone who combines technical 
depth with a consultative, pragmatic approach. 
Key Responsibilities 
Technical Leadership & Architecture 
• Lead architecture reviews, risk assessments, and pragmatic design decisions. 
• Create roadmaps, reference patterns, and repeatable checklists to reduce 
rework. 
• Provide high-quality architecture reviews and design assurance for complex 
customer opportunities and deliveries, highlighting risks, trade-offs and 
pragmatic options 
• Produce clear customer-facing technical outputs (e.g., current-state 
assessments, target-state architectures, and phased roadmaps) that accelerate 
decision-making 
• Improve consistency and reduce avoidable rework for customers by using 
repeatable patterns, toolsets and standards aligned to dunnhumby ways of 
working. 
Automation & AI 
• Identify and deliver opportunities to use automation and AI to improve 
Workplace Technology and Support services 
• Reduce manual effort, simplify processes and improve consistency across 
operational workflows 
• Help define a practical roadmap for automation and AI across the function 
• Promote reusable, supportable solutions rather than one-off fixes 
Copilot & Microsoft 365 
• Help mature how Copilot is managed and used within the workplace technology 
environment 
• Support the development of practical patterns, guardrails and support models 
for Copilot-related capabilities 
• Build and optimise Copilot agents and custom plugins for enterprise workflows:  
• ITSM automation (ServiceNow integrations) 
• Device lifecycle automation (Intune-driven workflows) 
• Knowledge assistants for internal support teams 
• Integrate Copilot capabilities with:  
• Endpoint management (Intune / Autopilot) 
• Security platforms (Defender, Sentinel) 
• Teams Rooms & workplace experience systems 
• Develop advanced PowerShell and API-driven automation to complement AI 
workflows  
• Create reusable agent design patterns, prompt libraries, and governance 
frameworks 
Engineering & Integration 
• Design and implement automation using scripting, APIs and infrastructure-as
code approaches 
• Improve integration between Microsoft 365 and service platforms, including 
ServiceNow where appropriate 
• Support modernisation of workflows across endpoint, identity and workplace 
services 
• Introduce engineering standards, documentation and reusable patterns that 
improve delivery quality 
Agile Delivery & Internal Consulting 
• Act as an internal consultant to Workplace Tech and Support teams, helping 
shape ideas into workable solutions 
• Use agile practices to turn opportunities into epics, user stories and prioritised 
delivery plans 
• Provide clear, pragmatic technical guidance across a range of workplace 
technology challenges 
• Balance strategic improvement with practical day-to-day delivery needs 
Vendor & Partner Collaboration 
• Work with third-party suppliers where needed to support delivery or integration 
work 
• Bring commercial awareness to solution design and technology choices 
• Ensure external partners deliver in line with internal standards and expected 
outcomes 
Skills & Experience 
Essential 
• 10 years + of experience across the Microsoft stack, particularly Microsoft 365, 
Copilot, Intune and Entra ID 
• Proven experience designing or delivering automation solutions in an enterprise 
environment 
• Experience using AI to improve operational processes, support services or 
platform management 
• Strong understanding of infrastructure as code, scripting, APIs and reusable 
engineering patterns 
• Experience working in agile delivery environments, including user stories and 
backlog-driven delivery 
• PowerShell or similar automation tooling 
• Ability to shape roadmaps and turn opportunities into practical plans 
• Strong stakeholder management and communication skills 
• Experience working as a senior individual contributor, specialist or internal 
consultant 
• Clear focus on service quality and end user experience 
Desirable 
• Experience with ServiceNow, particularly integrations with Microsoft 365 or 
workplace services 
• Experience improving service desk or support workflows through automation 
• Experience establishing standards or operating models for AI or automation 
services 
• Certifications 
o The Open Group Architecture Framework) 
o Certified ScrumMaster  
o Microsoft (e.g., SC-300, MD-102, AZ-500) & equivalent experience. 
• Mac/Linux management experience 
Behavioural Competencies – Organisational & Behavioural Fit 
• User-focused – cares about the experience people actually have with 
technology 
• Hands-on – comfortable getting into the detail and solving real problems 
• Pragmatic – focuses on workable, supportable solutions 
• Consultative – listens well, understands the need and adds value quickly 
• Technically curious – actively explores how automation and AI can improve 
outcomes 
• Influential – able to guide teams through expertise and credibility 
• Clear communicator – explains technical topics simply and effectively 
• Accountable – takes ownership and follows through