Technical Service Manager

JR United Kingdom; Chelmsford; Remote; GBP 50,000 - 75,000; Full time

Job summary

A fast-growing technology company seeks a Technical Service Manager to oversee support services and ensure SLA compliance. This full-time, permanent role can be home-based or hybrid and involves managing complex technical applications. Ideal candidates will have strong analytical skills, a relevant degree, and significant experience in technical environments.

Qualifications

• Minimum 4 years experience managing complex technical applications.
• Proficient in communication and problem-solving in technical environments.
• Ability to work with remote and on-site teams.

Responsibilities

• Manage support services to ensure SLA compliance.
• Participate in Duty Manager rota and handle P1 incidents.
• Collaborate with teams to build tailored support solutions.

Skills

Communication

Analytical Skills

Problem Solving

Attention to Detail

Teamwork

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 based on technical environment and service requirements. The TSM will also be involved in onboarding new customers, ensuring support teams are prepared and have sufficient capacity to maintain service quality. Additionally, the TSM is expected to participate in a Duty Manager rota and perform Incident Manager duties during P1 incidents.

This is a full-time, permanent role 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-site with customers and remotely as part of a team.

Responsibilities:

1. Support SDMs in managing support services to meet SLA commitments.
2. Participate in Service Review Meetings organized by SDMs when required.
3. Take part in Duty Manager rota & act as Incident Manager during P1 incidents.
4. Manage the completion and publication of RCAs and ensure preventative actions are implemented.
5. Collaborate with Technical Resource Managers to build support teams tailored to customer needs.
6. Assist in planning customer onboarding with GS & PS teams.
7. Support consultants in resolving technical issues and serve as an escalation point for support incidents.
8. Implement and support service improvement initiatives, including process enhancements.
9. Stay updated on current trends and technologies; source training as needed.
10. Manage the introduction of new ways of working, automation, and tools.
11. Work with CSMs & SDMs to identify opportunities for cost reduction and increasing 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 requests for information, such as tool releases and Oracle software end-of-life notices.

Candidate Skillset

• Bachelor's degree in a relevant field or equivalent experience preferred.
• At least 4 years’ experience in managing complex, business-critical technical applications, ideally with JD Edwards ERP or similar technologies.
• 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 on-site teams.
• Strong attention to detail, following defined processes, and experience in result-driven environments.
• Ability to learn new technologies and apply them effectively.
• Systematic approach to problem resolution and teamwork skills.
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.