Technical Service Manager

JR United Kingdom; Brighton; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

A leading technology company is seeking a Technical Service Manager to oversee service delivery and compliance with SLAs while managing technical support teams. This role will involve collaboration with service delivery managers and require a strong technical background with customer-facing experience. The successful candidate will have the flexibility to work remotely or from our Limerick office, ensuring high-quality service delivery and support for our clients.

Qualifications

• At least 4 years’ experience in managing complex, business-critical technical applications.
• Strong attention to detail with proven ability to follow defined processes.
• Experience with JD Edwards ERP or similar is preferred.

Responsibilities

• Support SDMs in managing support services to meet SLAs.
• Act as Incident Manager for P1 incidents.
• Collaborate with Technical Resource Managers for support teams.

Skills

Communication

Analytical skills

Problem-solving

Team collaboration

Attention to detail

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 tailored to customer technical environments and service needs. The TSM will also oversee new customer onboarding, ensuring technical support teams are prepared and capacity is sufficient to maintain service quality. The role involves participating in a Duty Manager rota and acting as Incident Manager for P1 incidents.

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

The successful candidate must be capable of working both on customer sites and remotely.

Responsibilities:

• Support SDMs in managing support services to meet SLAs
• Participate in Service Review Meetings organized by SDMs as needed
• Take part in Duty Manager rota & serve as Incident Manager for 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
• Coordinate with GS & PS to plan customer onboarding
• Assist consultants with technical issue resolution and act as escalation point for incidents/tasks
• Implement service improvements and contribute to process design and execution
• Stay informed of current trends, technologies, and source training as needed
• Manage the introduction of new workflows, automation, and tools
• Work with CSMs & SDMs to identify cost reduction and revenue growth opportunities
• Oversee patching and maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Support presales activities, including information requests about tools and Oracle software lifecycle management

Candidate Skillset

• Bachelor's degree or equivalent experience in a relevant field preferred
• At least 4 years’ experience in managing complex, business-critical technical applications, preferably JD Edwards ERP or similar
• Excellent communication skills in English, both oral and written, with strong analytical and problem-solving abilities in complex technical environments
• Ability to work effectively with remote and on-site teams
• Strong attention to detail and experience following defined processes in result-driven environments
• Proven ability to quickly learn and apply new technologies
• Systematic problem-solving approach and team collaboration skills
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, Outlook