Technical Service Manager

JR United Kingdom; Bolton; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology company is seeking a Technical Service Manager to oversee support services and manage incident resolution. This full-time, permanent role can be home-based in the UK or Ireland, offering an opportunity to build dedicated support teams and improve service processes.

Qualifications

• At least 4 years' experience in managing complex technical applications.
• Detail-oriented with a proven track record of following processes.
• Excellent communication skills in English.

Responsibilities

• Supporting SDMs in managing support services per SLA.
• Participating in Service Review Meetings.
• Performing incident management, including P1 incidents.

Skills

Communication

Analytical

Problem Solving

Detail-oriented

Team Collaboration

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office Suite

Job description

Social network you want to login/join with:

Technical Service Manager, Bolton, Greater Manchester

Client:

Location:

Bolton, Greater Manchester, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

5

Posted:

31.05.2025

Expiry Date:

15.07.2025

Job Description:

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 costs. We are problem solvers and trusted advisors, committed to developing long-term partnerships with our customers across various industries, from multinationals to SMBs.

Role Overview:

Reporting to the Technical Manager, the Technical Service Manager (TSM) will collaborate with Service Delivery Managers to ensure SLA compliance, build dedicated support teams, and oversee onboarding processes. The TSM will participate in a Duty Manager rota and handle P1 incident roles.

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

Responsibilities include:

• Supporting SDMs in managing support services per SLA
• Participating in Service Review Meetings
• Performing incident management, including P1 incidents
• Managing RCAs and preventative actions
• Building support teams with Technical Resource Managers
• Planning customer onboarding with GS & PS
• Supporting technical resolution and escalation
• Implementing service improvements and process enhancements
• Staying updated on current technologies and sourcing training
• Introducing new workflows, automation, and tools
• Collaborating with CSMs & SDMs to optimize costs and revenue
• Managing patching and maintenance calendars
• Representing client needs at weekly CAB meetings
• Supporting presales activities, including information requests

Candidate Skillset:

• Bachelor's degree or equivalent experience in a relevant field
• At least 4 years' experience in managing complex, business-critical technical applications, ideally JD Edwards ERP or similar
• Excellent communication skills in English, with strong analytical and problem-solving abilities
• Detail-oriented with a proven track record of following processes and achieving results
• Ability to learn new technologies and apply them effectively
• Systematic problem resolution skills and team collaboration
• Proficiency in Microsoft Office Suite