Incident and Resolutions Team Manager

ADP; Staines-upon-Thames; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A global provider of HCM solutions is seeking an Incident & Resolutions Team Manager to lead their function. This hybrid role involves managing a team, resolving client issues across the UK, Ireland, and Sweden, and ensuring a culture of service recovery. The ideal candidate will have over 5 years of relevant experience in operations management and excellent analytical skills. Competitive salary and benefits included.

Benefits

25 days holiday

Private medical insurance

Pension

Gym subsidies

Annual bonus scheme

Qualifications

• Proven experience leading issue resolution, service recovery, or incident response teams.
• Demonstrated ability to guide in-depth analysis and implement sustainable corrective actions.
• Strong ability to engage, manage, and influence cross-functional teams and senior stakeholders.

Responsibilities

• Lead and manage the Incident & Resolutions team responsible for handling escalations.
• Oversee the resolution lifecycle and ensure timely handling and client transparency.
• Design and implement escalation frameworks and workflows.

Skills

Issue Resolution Capabilities

Analytical

Stakeholder Management

Structured

Managing & Coaching

Communication

Resilience and Tenacity

Job description

Overview

We are seeking an Incident & Resolutions Team Manager to lead the Incident & Resolutions function within our Operational Excellence team. Location: Preferably our Cheadle office; we are also open to someone based in 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 other stakeholders 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.

Qualifications & Experience

• 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.

About ADP & Benefits

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. We value a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and fosters belonging. We are committed to an inclusive, diverse and equitable workplace and provide equal employment opportunities across protected characteristics.

• 25 days holiday (you can also buy and sell up to 5 days each year)
• Flexible benefits - private medical insurance, pension, gym subsidies, employee discount portal, life assurance, and more
• Study support
• Employee Assistance Program
• Competitive salary
• Company social events
• Annual bonus scheme