Technical Service Manager

JR United Kingdom; Cardiff; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

A leading international technology company seeks a Technical Service Manager to ensure compliance with Service Level Agreements and oversee the support teams for customer onboarding. This full-time role offers the flexibility of remote work while requiring collaboration with on-site clients. Candidates must have substantial experience in managing technical application delivery within result-driven environments.

Qualifications

• At least 4 years in managing business-critical technical applications.
• Proficiency in English with strong communication skills.
• Experience with JD Edwards ERP or similar technologies is ideal.

Responsibilities

• Manage support service to meet SLAs and participate in Service Review Meetings.
• Act as Incident Manager for P1 incidents and manage the completion of RCAs.
• Collaborate to build dedicated support teams and support consultants in technical issue resolution.

Skills

Communication

Analytical

Problem-Solving

Attention to Detail

Team Collaboration

Technical Learning

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 for P1 incidents.

This is a full-time permanent role, which may 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 must be able to work both onsite with customers and remotely as part of a team.

Responsibilities:

1. Support SDMs in managing the support service to meet SLAs.
2. Participate in Service Review Meetings organized by SDMs as needed.
3. Take part in Duty Manager rota and serve as Incident Manager for P1 incidents.
4. Manage the completion and publication of RCAs and ensure preventative actions are implemented.
5. Collaborate with Technical Resource Managers to build dedicated support teams based on technical and service requirements.
6. Coordinate with GS & PS to plan customer onboarding.
7. Support consultants in resolving technical issues and act as an escalation point for support incidents/tasks.
8. Implement service improvement initiatives and contribute to process enhancements.
9. Stay updated on current trends and technologies; source training when necessary.
10. Manage the introduction of new workflows, automation, and tools.
11. Work with CSMs & SDMs to identify opportunities to reduce costs and increase gross margin.
12. Oversee patching and maintenance schedules.
13. Represent client needs at weekly Change Advisory Board (CAB) meetings.
14. Support presales activities by managing information requests, such as tool releases and Oracle software end-of-life notices.

Candidate Skillset:

1. Bachelor's degree preferred in a relevant field or equivalent experience.
2. At least 4 years of experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies.
3. Excellent oral and written communication skills in English, with proven analytical and problem-solving abilities in complex technical environments. Ability to work with remote and onsite teams.
4. Strong attention to detail, following defined processes, and experience in result-driven environments.
5. Ability to learn new technologies and apply them effectively.
6. Systematic problem-solving approach and ability to work collaboratively in a team environment.
7. Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.