Technical Service Manager

JR United Kingdom; Basingstoke; Remote; GBP 50,000 - 75,000; Full time

Job summary

A leading international technology company seeks a Technical Service Manager to oversee service delivery and customer onboarding. This full-time role involves working with both remote and onsite teams, ensuring compliance with SLAs, and managing incident resolution. The ideal candidate has a Bachelor's degree and at least 4 years of relevant experience in technical application management, with strong communication and problem-solving skills.

Qualifications

• At least 4 years of experience in managing complex technical application delivery.
• Proven analytical and problem-solving abilities.
• Excellent communication skills in English.

Responsibilities

• Manage support services to meet SLAs.
• Perform Duty Manager duties for P1 incidents.
• Collaborate with Technical Resource Managers to assemble support teams.

Skills

Analytical skills

Problem-solving

Attention to detail

Communication

Collaboration

Technical proficiency

Education

Bachelor's degree in a relevant field

Tools

Microsoft Office

Job description

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Redfaire is a fast-growing, international technology company headquartered in Limerick, Ireland. Redfaire implements, optimises and supports users of Oracle ERP. Our goal is to transform the way our clients do business by developing and implementing IT solutions that create value, drive innovation, and reduce overall costs. We are problem solvers and trusted advisors and are committed to developing long-term, mutually beneficial partnerships with our customers. Our customers work in many industries and range from large-scale multinationals to ambitious SMBs. What our customers have in common is the strategic use of technology to build a sustainable competitive advantage.

Description:

Reporting to the Technical Manager, the Technical Service Manager (TSM) will work closely with the Service Delivery Managers to achieve Service Level Agreement (SLA) compliance. They will collaborate with Technical Resource Managers to build dedicated support teams for customers based on technical environment and service requirements. The TSM will also be involved in onboarding new customers, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role includes participation in a Duty Manager rota and acting as Incident Manager for P1 incidents.

This is a full-time, permanent position which can be home-based in the UK/Ireland or at our Shared Service Centre in Limerick. Candidates from European time zones may also be considered.

The successful candidate should be able to work both onsite with customers and remotely as part of a team.

Responsibilities:

• Support SDMs in managing support services to meet SLAs
• Participate in Service Review Meetings organized by SDMs
• Perform Duty Manager duties and act as Incident Manager during P1 incidents
• Manage the completion and publication of RCAs and ensure preventative measures are implemented
• Collaborate with Technical Resource Managers to assemble support teams based on technical and service needs
• Coordinate with GS & PS to plan customer onboarding
• Support consultants in resolving technical issues and serve as escalation point for technical incidents
• Implement service improvement initiatives and contribute to process enhancements
• Stay updated on current trends and technologies; source training as needed
• Manage the deployment of new workflows, automation, and tools
• Work with CSMs & SDMs to identify opportunities for cost reduction and revenue growth
• Oversee patching and maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Assist with presales requests, including information management on tools releases and software end-of-life updates

Candidate Skillset:

• Bachelor's degree preferred in a relevant field or equivalent experience
• At least 4 years of experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar systems
• Excellent communication skills in English, with proven analytical and problem-solving abilities in technical environments; capable of working with remote and onsite teams
• Strong attention to detail, following established processes, and results-oriented
• Ability to quickly learn and apply new technologies
• Systematic problem-solving skills and effective team collaboration
• Proficiency in Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook