Technical Service Manager

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

Job summary

A leading international technology company is seeking a Technical Service Manager to ensure compliance with Service Level Agreements. This full-time, permanent position offers the flexibility of home-based work in the UK/Ireland, requiring collaboration with various teams to optimize service delivery and manage client onboarding effectively.

Qualifications

• At least 4 years managing complex technical application delivery.
• Experience ideally with JD Edwards ERP or similar technologies.
• Proven experience in results-driven environments.

Responsibilities

• Support service delivery managers in managing support services.
• Participate in service review meetings and duty manager rotations.
• Collaborate with resource managers to build tailored support teams.

Skills

Analytical skills

Problem-solving

Communication

Attention to detail

Team collaboration

Education

Bachelor's degree or equivalent experience

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 based on technical environment and service requirements. The TSM will 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 performing Incident Manager duties during P1 incidents.

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

The successful candidate should be capable of working both onsite at customer locations and remotely as part of a team.

Responsibilities:

• Support SDMs in managing support services to meet SLA commitments
• Participate in Service Review Meetings organized by SDMs when required
• Take part in Duty Manager rotations and act as Incident Manager during P1 incidents
• Manage the completion and publication of RCAs and ensure preventative actions are implemented
• Collaborate with Technical Resource Managers to build support teams tailored to customer needs
• Coordinate with GS & PS for customer onboarding planning
• Support technical consultants with issue resolution and serve as an escalation point for support incidents
• Implement service improvements and contribute to process optimization
• 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 opportunities for cost reduction and revenue growth
• Oversee patching and maintenance calendars
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Assist with presales activities, including managing requests for information about tools and software lifecycle

Candidate Skillset

• Bachelor's degree in a relevant field or equivalent experience preferred
• At least 4 years of experience managing complex, business-critical technical application delivery, ideally with JD Edwards ERP or similar technologies
• Excellent communication skills in English, with proven analytical and problem-solving abilities in complex technical environments
• Ability to work effectively with remote and on-site teams
• Strong attention to detail, following defined processes, and experience in results-driven environments
• Demonstrated ability to learn new technologies and apply them effectively
• Systematic approach to problem resolution and team collaboration skills
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook)