Executive Resolutions Manager
Role Overview
The Executive Resolutions Manager is responsible for leading the end‑to‑end complaints process to ensure all customer issues are managed efficiently, transparently, and in line with contractual and regulatory requirements. This role will manage a team of executive resolution specialists to champion customer advocacy, drive service improvements, and work cross‑functionally to reduce the volume and severity of complaints within the MSP environment.
Key Responsibilities
Complaint Handling & Resolution
- Own the full lifecycle of customer complaints from receipt to closure, ensuring timely, accurate, and empathetic communication.
- Conduct detailed investigations, working with technical teams, Service Desk, Network Operations, and Account Management to determine root cause.
- Provide clear, well‑structured responses and action plans to customers.
- Ensure complaints are handled in line with SLAs, contractual obligations, and industry best practice.
Customer Advocacy
- Act as the escalation point for dissatisfied customers, restoring confidence and maintaining trust in the Wavenet service.
- Represent the customer’s voice internally, ensuring their concerns influence service improvement and operational decisions.
Governance & Reporting
- Maintain complete records of all complaints, actions, and outcomes within the Service Now platform.
- Produce weekly and monthly complaint performance reports, including trends, insights, and risks.
- Analyse and present complaint themes and outcomes in internal service reviews and governance forums with senior leadership.
Service Improvement
- Identify trends, recurring issues, and systemic problems contributing to customer dissatisfaction.
- Work with Problem Management and Service Improvement teams to implement corrective actions and prevent repeat complaints.
- Track and measure the effectiveness of improvement initiatives.
Stakeholder Management
- Collaborate closely with Service Delivery Managers, Technical Leads, NOC, SOC, Project Managers, and Account Managers.
- Communicate confidently with customers at all levels, including IT Directors and CIOs.
- Manage expectations and ensure transparency throughout all complaint stages.
Compliance & Quality Assurance
- Ensure complaints are handled in line with ISO standards (e.g., ISO 9001, ISO 27001) and internal policies.
- Support audits by providing documentation, evidence, and process insight.
- Continually review and enhance the complaints process for efficiency and quality.
Qualifications
Skills & Experience
Essential
- Experience managing complaints or escalations within an MSP, telecoms, IT services, or similar environment.
- Strong understanding of ITIL concepts, particularly Incident, Problem, and Service Management.
- Excellent written communication skills with the ability to simplify complex technical issues.
- Strong analytical and investigative skills.
- Empathetic, calm under pressure, and customer‑focused.
- Ability to influence and collaborate across multiple teams.
Desirable
- ITIL Foundation certification.
- Experience with ServiceNow, Freshservice, or other ITSM tools.
- Background in service delivery, customer success, or technical support.
Key Attributes
- Customer advocate
- Detail‑oriented
- Strong communicator
- Calm and professional under pressure
- Proactive problem solver
- Relationship builde