Incident and Resolutions Team Manager

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. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:
ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP:
ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP's culture and our full set of values.