We are seeking an Incident & Resolutions Team Manager to lead the Incident & Resolutions function within our Operational Excellence team! Location: Preferably our Cheadle office however we are also open to someone being based out of our Staines office Hybrid working: 3 days in office and 2 days from home This leadership role oversees the end-to-end management of high-impact client issues, incidents, and escalations across the UK, Ireland, and Sweden. The successful candidate will guide a team of Incident & Resolutions Specialists, own governance for resolution processes, and partner cross-functionally to drive root cause analysis, corrective actions, and long-term service improvements. Key Responsibilities - Lead and manage the Incident & Resolutions team responsible for handling escalations, incidents, and systemic service issues. - Oversee the resolution lifecycle, ensuring timely handling, client transparency, and robust documentation. - Design, implement, and evolve escalation frameworks, workflows, and governance models. - Own and refine post-incident review and RCA (Root Cause Analysis) processes to drive accountability and learning. - Build partnerships across Service Delivery, Leadership, Compliance, Product, Technology and any other stakeholder(s) involved to resolve complex issues and influence future prevention. - Provide coaching, development, and performance feedback to Resolutions Specialists. - Monitor trends, produce resolution metrics, and report regularly to senior leadership. - Lead stakeholder communications for critical issues, ensuring alignment with client-facing teams and executive stakeholders. - Proactively identify risks, service gaps, and process breakdowns; initiate preventative measures and service improvements. - Drive a culture of service recovery and client-centric problem solving within the broader Services organization. Skills & Competencies - Issue Resolution Capabilities: Proven experience leading issue resolution, service recovery, or incident response teams. - Analytical: Demonstrated ability to guide in-depth analysis and implement sustainable corrective actions. - Stakeholder Management: Strong ability to engage, manage, and influence cross-functional teams and senior stakeholders. - Structured: Experience in implementing structured processes, reporting frameworks, and issue handling protocols. - Managing & Coaching: Skilled in coaching and developing specialist-level talent within a fast-paced service environment. - Communication: Effective communicator under pressure, capable of managing sensitive issues with discretion and professionalism. - Resilience and Tenacity: handles challenging client issues with persistence and professionalism. Stays focused under pressure and drives resolution through to closure. Preferred Experience - 5 years in issue resolution, service recovery, or operations management roles. - Experience in managed services, payroll, or other similar service delivery environments. - Familiarity with ADP tools, platforms, and client engagement models. Benefits - 25 days holiday (you can also buy and sell up to 5 days each year) - Flexible benefits - private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more - Study support - Employee Assistance Program - Competitive salary - Company social events - Annual bonus scheme A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. 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