Technical Service Manager

JR United Kingdom; Bedford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Technical Service Manager based in the UK to manage support teams and ensure SLA compliance. This full-time position involves working closely with Service Delivery Managers and participating in incident management, offering a competitive salary based on experience and expertise.

Qualifications

• Minimum 4 years of experience in managing complex technical applications.
• Strong communication skills in English; analytical and problem-solving abilities.
• Proficiency in Microsoft Office products.

Responsibilities

• Manage support services to meet SLA requirements.
• Act as Incident Manager for P1 incidents.
• Coordinate onboarding planning with Technical Resource Managers.

Skills

Communication

Analytical Skills

Problem Solving

Attention to Detail

Teamwork

Learning Agility

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 new customer onboarding, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role requires participation in a Duty Manager rota and performing as Incident Manager during P1 incidents.

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

The successful candidate should be able to work both on customer sites and remotely as part of a team.

Responsibilities:

1. Support SDMs in managing support services to meet SLA requirements.
2. Participate in Service Review Meetings organized by SDMs when required.
3. Take part in Duty Manager rotations and act as Incident Manager for P1 incidents.
4. Manage the completion and publication of RCAs and ensure preventative actions are implemented.
5. Collaborate with Technical Resource Managers to build dedicated support teams based on technical environment and service needs.
6. Coordinate with GS & PS for customer onboarding planning.
7. Support consultants in resolving technical issues and serve as an escalation point for support incidents.
8. Implement service improvement initiatives and contribute to process enhancements.
9. Stay informed about current trends and technologies; source relevant training.
10. Manage the introduction of new workflows, automation, and tools.
11. Work with CSMs & SDMs to identify opportunities for cost reduction and profit increase.
12. Oversee patching and maintenance schedules.
13. Represent client needs at weekly Change Advisory Board (CAB) meetings.
14. Support presales activities by managing requests for information, such as tool releases and Oracle software end-of-life updates.

Candidate Skillset:

• Bachelor's degree preferred in a relevant field or equivalent experience.
• Minimum 4 years of experience in managing complex, business-critical technical applications, preferably with JD Edwards ERP or similar technologies.
• Strong communication skills in English, both oral and written, with proven analytical and problem-solving abilities in complex technical environments. Ability to work with remote and on-site teams.
• Attention to detail with the ability to follow established processes and work in result-driven environments.
• Demonstrated ability to learn new technologies and apply them effectively.
• Systematic approach to problem resolution and teamwork skills.
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.