Technical Service Manager

JR United Kingdom; Birmingham; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading technology company seeks a Technical Service Manager to oversee support services and ensure SLA compliance. The role involves collaborating with service delivery teams, managing incidents, and improving processes within a dynamic, international environment. Candidates should have a strong technical background and excellent communication skills, with a preference for those experienced in JD Edwards ERP.

Qualifications

• 4+ years of experience managing complex technical application delivery, preferably with JD Edwards ERP.
• Excellent communication skills in English, both oral and written.
• Ability to work with remote and office-based teams.

Responsibilities

• Support SDMs to manage support services and meet SLA requirements.
• Oversee completion of RCAs and implement preventative measures.
• Manage the rollout of new workflows, automation, and tools.

Skills

Communication

Analytical

Problem Solving

Attention to Detail

Teamwork

Learning Technologies

Education

Bachelor's degree in a relevant field

Tools

Microsoft Office Suite

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 & 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 acting as Incident Manager during P1 incidents.

This is a full-time, permanent position, which can 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.

Responsibilities:

• Support SDMs in managing the support service to meet SLA requirements
• Participate in Service Review Meetings organized by SDMs when required
• Take part in the Duty Manager rota and perform Incident Manager duties during P1 incidents
• Oversee the completion and publication of RCAs and ensure preventative measures are implemented
• Collaborate with Technical Resource Managers to form dedicated support teams based on technical and service needs
• Coordinate with GS & PS to plan customer onboarding
• Assist consultants with technical issue resolution and serve as an escalation point for support incidents/tasks
• Implement service improvement initiatives, including planning, designing, and executing process enhancements
• Stay updated on current trends and technologies, sourcing training as needed
• Manage the rollout of new workflows, automation, and tools
• Work with CSMs & SDMs to identify opportunities for cost reduction and increased gross margin
• Manage patching and maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• 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
• At least 4 years of experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies
• Excellent 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 office-based teams is essential.
• Strong attention to detail, with the ability to follow established processes and demonstrate results-driven work ethic
• Ability to learn new technologies quickly and apply them effectively
• Methodical approach to problem resolution and effective teamwork skills
• Proficiency with Microsoft Office suite, including Word, Excel, PowerPoint, and Outlook