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Service Resolution Manager

United Kingdom, London · Job Posted May 27, 2026
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Job Description

As a Service Resolution Manager, you are accountable for translating operational strategy into day-to-day execution across onshore and offshore teams so that we consistently deliver high-quality outcomes for our customers. You are a hands-on operator who balances real-time performance management with longer-term planning, using data, people leadership, and cross-functional collaboration to drive service levels, quality, and efficiency. You will play a key role in shaping and executing our operational roadmap in line with the company’s goals. You will partner closely with Vendor Management, Workforce Management, Training, Quality, and external partners to ensure alignment on priorities, rapid issue resolution, and continuous improvement. You will champion a culture of performance, coaching, and customer focus, bringing in new ideas from the market and your own development to help the operation evolve and scale effectively.

Job Responsibility

  • Support long-term operational planning and help influence strategy to meet company goals
  • Translate strategy into clear execution plans and targets for onshore and offshore teams
  • Track performance against goals and adjust operational priorities as needed to address challenges and emerging trends, ensuring accountability for KPI delivery and regular reporting on a weekly, monthly, and quarterly basis
  • Manage service delivery in real time, keeping a constant eye on service levels, backlogs, and productivity
  • Identify operational risks, trends, and opportunities, and implement actions to protect and improve performance
  • Oversee operational systems, processes, and infrastructure, proactively seeking opportunities for optimisation
  • Ensure a strong quality focus so customer interactions consistently meet or exceed expectations
  • Use insights from quality outcomes to identify coaching needs, support performance improvement, and celebrate examples
  • Partner with Training and Quality to embed best practices and address service gaps
  • Enforce relevant regulatory, safety, and internal policy standards across all operational sites
  • Ensure teams understand and adhere to compliance requirements and escalation procedures
  • Support change control processes, assessing operational impact and ensuring smooth implementation
  • Communicate daily and proactively with internal stakeholders and external partners to maintain alignment
  • Partner with Vendor Management on strategy execution, issue escalation, and performance improvement for outsourced partners
  • Build and maintain strong professional relationships with cross-functional teams
  • Lead, mentor, and coach a high-performing team
  • Foster a culture of accountability, ownership, and continuous improvement
  • Support succession planning by identifying and developing talent within the operations team
  • Use operational data and reporting to review performance daily, weekly, and monthly and identify improvement opportunities
  • Prepare and present performance insights and business cases to support change initiatives and investments
  • Collect and synthesise employee and customer feedback to refine operational processes and influence improvements
  • Collaborate with Workforce Management to ensure schedule adherence, identify absenteeism trends, and address staffing gaps
  • Take ownership of mitigating scheduling and staffing risks that may impact service delivery
  • Align resourcing decisions with forecasted demand and operational priorities

Requirements

  • 5+ years’ experience in operations management within a contact centre, customer support, or similar service environment
  • Proven People-Manager with 5+ years experience, managing both regional and global teams
  • UK Based working Hybrid
  • Proven track record managing both onshore and offshore/outsourced teams against SLAs and performance targets
  • Demonstrated experience using operational data and reporting to drive decisions, forecast needs, and build business cases
  • Experience working closely with Workforce Management, Training, Quality, and Vendor Management functions
  • Hands-on experience leading change initiatives and improving processes in a fast-paced, dynamic environment
  • Strong people management experience, including coaching, performance management, and team development
  • Customer-focused
  • Operationally strong
  • Data-driven
  • Strong communicator
  • People leader
  • Change oriented

What we offer

  • Competitive compensation packages including base salary and annual bonuses
  • Work your way with flexibility to suit your lifestyle
  • Flexible schedule
  • Donation matching
  • Tuition assistance
  • Lifestyle benefit
  • Travel perks
  • Employee assistance program
  • Health benefits
  • Generous referral scheme
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