Workforce Management Regional Scheduling Lead, Shared Services

Tripadvisor

About Tripadvisor  The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork. Job Location: Hybrid This role is a hybrid position that requires 1 day per week in our London office.   Who are we looking for? 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.   Key Responsibilities Operational leadership and strategy * 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. Day-to-day operations management * 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. Quality, customer outcomes, and coaching * 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 “gold star” examples. * Partner with Training and Quality to embed best practices and address service gaps. Compliance, safety, and governance * 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. Stakeholder and vendor management * Communicate daily and proactively with internal stakeholders (Vendor Management, Training, Quality, etc.) 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, ensuring they understand and consider the operations strategy in their own plans. People leadership and team development * Lead, mentor, and coach a high-performing team, providing clear expectations, feedback, and development opportunities. * Foster a culture of accountability, ownership, and continuous improvement, leading by example. * Support succession planning by identifying and developing talent within the operations team. Data, reporting, and continuous improvement * 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 in related functions (e.g., Training, Quality, Real Time, Scheduling). Workforce planning and performance * 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.   Minimum Qualifications & Experience: * 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.   Skills you should bring to the role Customer-focused: Committed to delivering excellent customer experiences through reliable, high-quality operations. Operationally strong: Deep understanding of contact centre or service operations, including SLA quality metrics, and workforce dynamics, with the ability to excel in a fast-paced environment. Data-driven: Comfortable interpreting performance metrics and using insights to drive decisions and build compelling cases for change. Strong communicator: Clear and timely communication with teams and stakeholders; able to influence and align others. People leader: Experienced in coaching, developing, and motivating teams, with a focus on performance and growth. Change oriented: Curious and proactive about new ideas, tools, and ways of working; effective at leading teams through change.   What We Offer  * Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses * “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team. * Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work. * Donation matching. Give back? Give more! We match qualifying charitable donations annually. * Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs. * Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you. * Travel perks. We believe that travel is employee development, so we provide discounts and more. * Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges. * Health benefits. We offer great coverage and competitive premiums. * Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.   Our Cultural Pillars: Traveler first We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.  Execution is our edge We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.  We succeed together The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.   We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com. If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!     #LI-JP #LI-Hybrid

Evora IT Solutions

WHO WE ARE Evora is an international software & IT service provider focused on innovative digital maintenance and service solutions for global and regional customers in North America, Europe, and Asia Pacific. Based on the cutting-edge technologies of SAP and ServiceNow, we implement integrated asset management, field service management, planning & scheduling, and mobile solutions.  We are seeking an SAP Mobility & Scheduling Expert - Utilities to lead the delivery and execution of SAP projects for utilities customers with a focus on Work and Asset Management. This role combines deep knowledge of mobility and scheduling business processes, expertise in solution functional capabilities, SAP best practices, and utilities industry standards to deliver complex implementations. Leaning on knowledge of and experience in the utilities industry, you will collaborate closely with clients, the project team, and stakeholders to lead workshops, define requirements, architect SAP mobility & scheduling solutions, coordinate configuration/development, support testing, and solution deployments.   Candidates must be authorized to work in the United States or Canada.  WHO WE ARE LOOKING FOR Project Delivery & Client Leadership * Lead end-to-end delivery and execution of SAP Mobility and/or Scheduling projects at utility customers, ensuring on-time, on-budget outcomes and measurable client satisfaction. * Serve as subject matter expert in client workshops and design sessions covering Mobility, Scheduling, Work Management, and Utility-specific business processes. * Participate in pre-sales activities, including opportunity discovery, solution positioning, product demonstrations, and authoring detailed Statements of Work. * Analyze complex, end-to-end business processes and information needs across multiple business areas and translate them into actionable SAP solutions. * Create and maintain project documentation, including Business Process Documents (BPD’s), and Functional Specification Documents (FSDs) for SAP Plant Maintenance / Work Management / Mobility / Scheduling processes based on business requirements. * Coordinate with onshore/offshore development teams to deliver SAP configuration and development units/work packages, including the execution and documentation of Functional Unit Testing. * Support Integration and User Acceptance Testing cycles, including the co-authoring of test scenarios, test cases, as well as test execution and defect management/resolution.   Mobility & Scheduling (Deep Specialization) * Architect and configure end-to-end Mobile Work Execution solutions integrating SAP ECC or S/4 HANA with field-facing mobile platforms, including SAP Service and Asset Manager (SSAM), SAP Work Manager, SAP Inventory Manager, SAP Field Service Management (FSM), SAP Asset Management for Resource Scheduling (RSH). * Design and implement scheduling and dispatching best practices using tools such as SAP FSM and SAP RSH, aligning field crew availability, work priorities, and geographic routing for utility short-, medium-, and long-cycle work.  * Define and configure mobile transaction flows for work order lifecycle events utilising SAP solutions: creation, assignment, travel, execution, time confirmation, material issuance, completion, and sign-off — ensuring field-to-back-office data fidelity. * Implement SAP Mobility solutions for utilities that meet requirements for multiple business units for Distribution, Transmission, Generation (Enterprise Asset Management), as well as Customer Field Service (Meter Management). * Implement SAP Mobility & Scheduling solutions that adhere to regulatory requirements, such as: Adherence to Inspection & Safety Compliance policies, Emergency & Outage Response Management, Capital Construction policies, etc. * Lead offline capability design for disconnected field operations, including data download scoping, conflict resolution strategies, and sync architecture. * Drive integration between scheduling platforms and SAP PM/EAM: work order release, technician assignment, real-time status updates, and completion confirmation loops. * Configure and optimize crew management and resource models in scheduling tools — skill matching, shift patterns, service territories, travel time calculations, and workload balancing. * Support GIS/mapping integration for field workforce management, including location-based dispatching and asset geo-referencing, across both Scheduling, Dispatch & Mobility. * Define KPIs and dashboards for scheduling effectiveness: schedule adherence, first-time fix rate, SLA compliance, and field productivity metrics.   Execute System Cutover & Support * Develop (or assist with the development of) training materials and conduct knowledge transfer sessions for client functional teams and field workforce. * Prepare a system cutover plan, including technical environment cutover tasks as well as business cutover steps. Execute the system cutover with a team of resources to deploy SAP Mobility & Scheduling solutions into a Production environment. * Provide Incident Response and end-user support, including root cause analysis and resolution documentation. * Assist with Hypercare Phase documentation and closure. WHAT YOU BRING Experience & Industry Knowledge * Minimum 5 years of utilities industry, technology, and SAP services experience, with at least 3 full-cycle SAP implementations in the utilities sector, including 1 SAP Scheduling and/or Mobility implementation. * Proven, hands-on expertise in SAP Mobility & Scheduling — including leading design workshops, ensuring integration, and participating in end-user rollout of mobile work execution platforms (SAP Service and Asset Manager, SAP Work Manager, SAP FSM, SAP RSH, or equivalent); configuration experience strongly preferred. * Strong SAP Plant Maintenance (PM) / EAM configuration and/or business process experience, including work orders, notifications, PM plans, measuring points, task lists, and work centers, timesheets, Supply Chain Management (SCM) integration. * Functional knowledge of SAP ISU / CR&B implementation components as well as integration into SAP PM/EAM; configuration experience strongly preferred.   Leadership & Delivery Skills * Demonstrated ability to transform complex business requirements into structured project deliverables, functional specs, and solution architectures. * Strong workshop facilitation, stakeholder communication, and executive presence — able to present confidently to both technical teams and business leadership. * Proven capacity to lead multiple workstreams simultaneously in a fast-paced, globally distributed project environment. * Bachelor's degree in a technical, engineering, or business discipline preferred. WHAT WE OFFER * Competitive salary, generous PTO, and comprehensive medical, dental & vision coverage with 401(k) employer match. * Ongoing training and professional development, including dedicated learning credits for SAP certifications and industry credentials. * High autonomy — lead initiatives end-to-end and make measurable impact on client outcomes and Evora's practice growth. * Exposure to complex, global SAP Utilities implementations across North America and beyond, utilizing a global team of experts. * A collaborative, people-first remote culture with annual company gatherings in the U.S. and globally.   Equal Opportunity Employment Evora IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Global Commissioning

As we continue our rapid growth, we are looking for an experienced Resource Manager to lead workforce planning and resource deployment across our portfolio of projects. This is an exciting opportunity for someone from a technical resourcing, engineering, construction, or data centre background who enjoys working in a fast-paced, project-driven environment. The Role As Resource Manager, you will be responsible for ensuring the right people are deployed to the right projects at the right time. You will own resource planning, forecasting, mobilisation, utilisation reporting, and workforce analytics across multiple regions and projects. You will work closely with Business Unit Directors, Operations, Recruitment, and Project Teams to provide strategic workforce intelligence that supports business growth and project delivery. Key Responsibilities Manage the allocation and deployment of engineering and project personnel across Europe. Lead workforce planning, forecasting, and resource utilisation activities. Oversee project mobilisations, rotations, and demobilisations. Resolve resource conflicts and capacity constraints. Produce utilisation and forecasting reports for senior leadership. Develop scalable resource planning processes and governance frameworks. Partner with operational leaders to support strategic hiring and workforce planning decisions. Continuously improve systems, reporting capability, and data quality. About You You'll ideally have: Experience in Resource Management, Workforce Planning, Scheduling, or Operational Planning. A background in technical resourcing, engineering, construction, infrastructure, or data centres. Experience managing multi-project or multi-regional workforces. Strong analytical skills and advanced Excel capability. Experience with resource planning tools such as Dayshape, Retain, Float, MS Project, or similar. Excellent stakeholder management and communication skills. The ability to thrive in a fast-paced, high-growth environment.