Technical Service Manager

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

Job summary

A leading technology company is seeking a Technical Service Manager to ensure compliance with SLA commitments and manage successful technical delivery teams. This full-time role involves onboarding new customers and improving services within a dynamic environment, ideal for candidates with strong technical delivery experience and excellent communication skills.

Qualifications

• At least 4 years of experience managing complex, business-critical technical application delivery.
• Ability to work remotely and in office settings.
• Proven track record in result-driven environments.

Responsibilities

• Support SDMs in managing support services to meet SLA commitments.
• Manage the completion and publication of RCAs, ensuring preventative actions are implemented.
• Participate in Duty Manager rotations and act as Incident Manager for P1 incidents.

Skills

Communication

Problem Solving

Analytical Skills

Detail-oriented

Systematic Problem Solving

Education

Bachelor's degree in a relevant field 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 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 also be involved in onboarding new customers, ensuring support teams are prepared and capacity is sufficient to maintain service quality. Additionally, the TSM is expected to participate in a Duty Manager rota and serve as Incident Manager during P1 incidents.

This is a full-time permanent role, 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 onsite at customer locations and remotely as part of a team.

Responsibilities:

1. Support SDMs in managing the support service to meet SLA commitments.
2. Participate in Service Review Meetings organized by SDMs when required.
3. Take part in Duty Manager rotations and act as Incident Manager for P1 incidents.
4. Manage the completion and publication of RCAs, ensuring preventative actions are implemented.
5. Collaborate with Technical Resource Managers to build dedicated support teams tailored to customer environments and needs.
6. Assist in planning customer onboarding with GS & PS teams.
7. Support technical consultants in resolving issues and serve as an escalation point for support incidents and tasks.
8. Implement service improvement initiatives and contribute to process design and execution.
9. Stay updated on current trends and technologies, sourcing training as necessary.
10. Manage the introduction of new ways of working, automation, and tools.
11. Work with CSMs & SDMs to identify opportunities for cost reduction and revenue growth.
12. Oversee patching and maintenance schedules.
13. Represent client needs in weekly Change Advisory Board meetings.
14. Support presales activities by managing requests for information regarding tools, releases, and end-of-life for Oracle software.

Candidate Skillset:

1. Bachelor's degree in a relevant field or equivalent experience preferred.
2. At least 4 years of experience managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies.
3. Excellent communication skills in English, both oral and written, with strong analytical and problem-solving abilities in complex technical environments. Ability to work remotely and in office settings.
4. Detail-oriented with a proven track record of following processes and working in result-driven environments.
5. Ability to quickly learn and apply new technologies.
6. Systematic problem-solving skills and the ability to work effectively in team environments.
7. Proficiency with Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.