Service Resolution Manager Job at Tripadvisor (London)

Service Resolution Manager

As a Service Resolution Manager, you are accountable for translating operational...

Location

United Kingdom , London

Salary:

Not provided

Tripadvisor

Expiration Date

Until further notice

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

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

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

Fulltime

Sales Platforms Service Manager-Senior Manager

We are seeking a Sales Platform Service Manager to ensure operational excellence...

Location

India , Pune

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Experienced in working with offshore teams and managing global support functions
Strong background in sales and customer support, with operational credibility
Proficient in Salesforce or similar CRM systems and Configure, Price, Quote tools
Excellent decision-making and communication skills, with the ability to influence stakeholders
Minimum 3 years’ experience in the telecommunications industry
A degree in a quantitative subject or equivalent operational experience

Job Responsibility

Manage the Global Business Support team relationship, ensuring resources are optimised and KPIs are achieved
Conduct monthly service reviews, analyse performance, and track against agreed SLAs
Communicate effectively across all levels, ensuring timely resolution of high-impact service issues
Act as the primary contact for stakeholder queries and escalations, approving platform change requests where necessary
Collaborate with business functions to enhance sales processes and enablement through system reviews and efficiency improvements
Own support process management, maintaining documentation and ensuring regular reviews
Oversee change request triage and allocate resources for monthly sprint testing

What we offer

Opportunity to work on global platforms impacting enterprise-level operations
Exposure to cross-functional collaboration and strategic decision-making
A dynamic environment that encourages innovation and continuous improvement

New

It Service Manager

We are looking for an experienced IT Service Manager to lead service delivery op...

Location

United States , Peridot

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

At least 3 years of experience supervising help desk teams and IT operations functions
Bachelor’s degree in Information Technology or a related discipline
IT service management foundation certification is preferred
Working knowledge of Active Directory and configuration management practices
Experience supporting environments that include backup technologies, Cisco technologies, and computer hardware
Strong ability to lead teams, manage escalations, and improve service delivery processes
Comfortable using metrics, service levels, and performance indicators to guide operational improvements

Job Responsibility

Lead daily IT support operations, providing direction to service desk leadership and staff to maintain dependable and responsive technology services
Manage high-impact or sensitive incidents, coordinating escalations and resolution efforts when issues require advanced oversight
Design, implement, and enhance IT service management practices to improve efficiency, service quality, and user satisfaction
Oversee core service management disciplines such as incident handling, problem resolution, change control, request fulfillment, and knowledge sharing
Track service levels, operational performance, and key metrics, then communicate results and recommendations to support informed decision-making
Analyze ticket patterns, support outcomes, and workflow effectiveness to identify areas for continuous improvement across IT operations
Ensure accurate documentation, issue tracking, escalation procedures, and configuration-related records are maintained in line with established standards
Support change review activities and participate in governance processes that help reduce service disruption and operational risk
Coordinate workload distribution and service request execution to keep front-line support activities organized, timely, and customer-centered

What we offer

Medical
vision
dental
life and disability insurance
enrollment in company 401(k) plan

Project Manager - Service

The Project Manager - Service plans, executes, and supports the delivery of fact...

Location

United States , Lewis Center

Salary:

Not provided

ATS Automation Tooling Systems Inc.

Expiration Date

Until further notice

Requirements

A bachelor's degree in mechanical design, mechanical engineering or equivalent is preferred
A minimum of two years project management experience in a similar manufacturing environment is preferred
Must have a working knowledge of mechanical and controls aspects of factory automation systems
A working knowledge of PC based Microsoft applications for business is required
Must have ability to work with and communicate effectively with people at all levels of the organization

Job Responsibility

Plan, create, and own project schedules appropriate to scope, ranging from urgent reactive service work to detailed, multi-phase upgrade and retrofit projects
Develop, manage, and control project material and labor budgets across service engagements of varying size, urgency, and complexity
Review incoming purchase orders to ensure alignment with approved proposals, scope of work, assumptions, and commercial terms
Serve as the primary customer point of contact, managing communication, expectations, and issue resolution from project initiation through closeout
Lead and facilitate regular internal project team meetings
document and track actions, risks, and decisions
Lead customer-facing project meetings appropriate to project complexity
Coordinate and track engineering, design, and build activities using resource plans, schedules, and project controls
Manage project scope and contractual changes using documented Change Order Requests (COR's)
own all change orders for assigned projects

What we offer

Flexible work schedules
employee events
free coffee beverages
employee referral program
safety shoe programs
competitive starting salaries
overtime pay eligibility
paid vacation
company paid short- and long-term disability and life insurance
comprehensive health benefits

Fulltime

Manager, Service Transition

The Manger, Service Transition is a management role, responsible for overseeing,...

Location

India , Bangalore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Advanced knowledge of project management methodologies, tools and standards (both Waterfall and Agile)
Advanced business and commercial acumen coupled with strategic thinking ability
Ability to develop and enhance client and stakeholder relationships
Advanced understanding of IT industry and expertise on transition management approaches and methodologies
Ability to construct plans and schedules with pricing information within a framework
Ability to interpret, deconstruct and contribute to contract collateral
Excellent communication skills, both verbal and written
Bachelor's degree or equivalent in Computer Science or Information Technology or a related field
Advanced experience in Service Transitioning and Project management preferably gained within a global IT services organization
Advanced experience in engagement across contractual review and service definition

Job Responsibility

Acts as the point of escalation for transition projects and will take responsibility for resolving or owning the resolution of all escalated issues
Manages risk and minimizes potential failure by planning and ensuring the execution of all testing, training and change management activities
Contributes to the Pre-Sales process by partnering with the internal stakeholders to understand the client's requirements and to plan and design the required transition process
Undertakes due diligence investigations to determine exact client requirements
Works according to standard and set project management methodologies to plan and manage the execution of service and outsource transition projects
Establishes positive relationships with the stakeholders and engage with them on a regular basis
Plans and coordinates engagement sessions with the client and prepare for and facilitate these sessions
Ensures that all parties remain informed throughout the process by ensuring that the required communication and reports are prepared and distributed on a regular basis
Identifies resource requirements for the transition project and negotiate and agree the use of the resources
Ensures that the environment is prepared, configured and equipped to operate and support the client service according to agreed Service Level Agreements

Fulltime

Service Manager for Partner

With over 17,000 employees worldwide, the mission of the Customer Experience & S...

Location

Japan , Multiple Locations

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

9+ years of technology industry, customer service, or related experience
OR Bachelor's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience
OR Master's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience
OR equivalent experience
Prior experience in incident and escalation management, or within a customer support organization
Proficient in C-level stakeholder management
Fluent Japanese and Business English Required
Demonstrated experience in customer-facing roles, engaging effectively with both internal and external stakeholders
Proven experience contributing to fast-paced projects
Project management experience

Job Responsibility

Demonstrate deep expertise across the Microsoft ecosystem, including Azure, Microsoft 365, and Dynamics 365, with the ability to navigate complex, multi-service environments and dependencies
Demonstrate advanced troubleshooting expertise
Operate at the forefront of a high-performance support organization, owning critical escalations, major incidents, and disaster recovery scenarios with full accountability for outcomes
Lead resolution of high-severity incidents (Sev A / Sev 1), orchestrating global, cross-functional teams under intense time pressure while maintaining composure and decision clarity
Act as a trusted advisor to C-level stakeholders, confidently driving executive-level conversations, setting expectations, and influencing strategic decisions during crisis and transformation scenarios
Collaborate closely with Service Managers across Microsoft partner organizations globally, ensuring seamless coordination across regions, time zones, and operational boundaries to deliver consistent, high-quality support outcomes
Establish strong governance with vendors and delivery partners, rigorously reviewing their support case analysis, enforcing quality standards, and driving continuous improvement to meet and exceed defined service expectations
Lead and continuously evolve end-to-end escalation and incident management frameworks, ensuring operational excellence, repeatability, and scalability across the support ecosystem
Translate highly complex technical issues into clear, business-aligned narratives, enabling both technical teams and executive leadership to make informed decisions
Proactively identify systemic risks and recurring failure patterns through deep technical analysis and data-driven insights, driving long-term corrective actions

Fulltime

Service Manager - Mechanical

A global leader in industrial engineering and high-performance machinery is seek...

Location

Australia , Brisbane

Salary:

120000.00 - 135000.00 AUD / Year

Randstad

Expiration Date

June 21, 2026

Requirements

Mechanical Trade Qualification (Fitter, Mechanical or equivalent)
Proven experience managing technical teams (3-15 people) within a field service or heavy workshop environment (you are a Workshop Manager, Team Lead or Field Service Manager)
Computer literacy: outlook, word, excel
A valid Australian driver’s licence and a current passport are required.

Job Responsibility

Manage and schedule daily workflows for field service jobs and workshop projects
Mentor and lead a small team (5-15 people) of qualified mechanical tradespeople to ensure high-quality service delivery
Maintain strong relationships with industrial accounts, offering proactive technical solutions and swift issue resolution
Streamline workshop systems and procedures to boost efficiency and consistency
Cultivate a rigorous safety-first culture and ensure full compliance with quality and environmental standards.

What we offer

$120,000 - $135,000 salary
Annual company bonus scheme
Excellent culture and supportive teams
Highly stable global company
A genuinely supportive management network and a collaborative, positive workplace culture.

Fulltime

Customer Service Manager

We are looking for an experienced Customer Service Manager to oversee a high-per...

Location

United States , Santa Clarita

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

At least 3 years of customer service experience, with demonstrated success in a leadership or supervisory capacity
Strong background in customer support within logistics, manufacturing, or similarly fast-paced operational environments
Excellent verbal and written communication skills, with the ability to manage sensitive situations effectively
Proven ability to lead teams, delegate work, and foster a positive, accountable workplace culture
Solid understanding of customer service standards, issue resolution practices, and performance management principles
Strong organizational skills and close attention to detail when handling reports, schedules, and service documentation
Proficiency with Microsoft Office Suite and other common business applications used for reporting and team coordination
Bachelor’s degree preferred
equivalent relevant experience will also be considered

Job Responsibility

Lead daily activities for the customer service team, ensuring consistent coverage, productivity, and service excellence
Recruit, onboard, and train new team members on service expectations, workflows, and company guidelines
Provide regular coaching, mentorship, and performance feedback to help employees strengthen their skills and meet goals
Address complex customer concerns and escalated issues with professionalism, sound judgment, and timely resolution
Monitor service quality and ensure the team stays current on product information, policy updates, and procedural changes
Review customer interactions and operational data to identify patterns, track team performance, and support informed decision-making
Prepare recurring reports for leadership that summarize service results, team metrics, and areas for improvement
Create and maintain support materials such as knowledge base content, reference guides, and frequently asked questions
Recommend and help implement process enhancements that improve efficiency, customer satisfaction, and overall team effectiveness
Contribute to departmental planning by supporting budget awareness, staffing coordination, and other assigned operational needs

What we offer

medical
vision
dental
life and disability insurance
401(k) plan

Fulltime

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Service Resolution Manager

Job Description

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