Technical Service Manager

JR United Kingdom; Bournemouth; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Technical Service Manager to ensure compliance with SLAs and lead dedicated support teams. This full-time position allows for remote working from the UK or Ireland and requires strong analytical skills along with extensive experience in managing complex technical environments.

Qualifications

• At least 4 years managing technical application delivery, preferably with JD Edwards ERP.
• Strong communication and analytical problem-solving skills.
• Ability to work effectively both remotely and on-site.

Responsibilities

• Support SDMs in managing support services to meet SLA commitments.
• Participate in Duty Manager rota & perform Incident Manager role during P1 incidents.
• Manage service improvements and oversee maintenance schedules.

Skills

Communication

Analytical Skills

Problem Solving

Attention to Detail

Team Collaboration

Learning New Technologies

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 & 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 requires participation in a Duty Manager rota and acting as Incident Manager during P1 incidents.

This is a full-time, permanent position that 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 support services to meet SLA commitments
• Participate in Service Review Meetings organized by SDMs
• Take part in Duty Manager rota & perform Incident Manager role during P1 incidents
• Manage the completion and publication of RCAs and ensure preventative actions are implemented
• Collaborate with Technical Resource Managers to build dedicated support teams based on technical and service requirements
• Assist in planning customer onboarding with GS & PS
• Support technical consultants and act as an escalation point for incidents and tasks
• Implement service improvements and contribute to process enhancements
• Stay updated on current trends and technologies, sourcing training as needed
• Manage the introduction of new ways of working, automation, and tools
• Work with CSMs & SDMs to identify cost reduction and revenue increase opportunities
• Oversee patching and maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Support presales activities, including information requests related to tools and Oracle software lifecycle management

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, with proven analytical and problem-solving abilities in complex environments
• Ability to work effectively with remote and on-site teams
• Strong attention to detail and process adherence in result-driven settings
• Ability to quickly learn and apply new technologies
• Systematic problem-solving approach and team collaboration skills
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook)