Technical Service Manager

Redfaire; Cheltenham; Remote; GBP 45,000 - 65,000; Full time

Job summary

A fast-growing, international technology company is looking for a Technical Service Manager to collaborate in managing support services and improve technical operations. This full-time position, based in the UK or Ireland, offers flexibility and requires experience in handling complex business-critical applications, along with strong communication and problem-solving skills.

Qualifications

• At least 4 years of experience managing complex technical applications.
• Excellent communication skills in English and strong analytical abilities.
• Experience with JD Edwards ERP or similar systems preferred.

Responsibilities

• Support SDMs in managing support services per SLA agreements.
• Perform Duty Manager duties and incident management for P1 issues.
• Drive service improvement initiatives and manage deployment of new tools.

Skills

Communication

Analytical Thinking

Problem Solving

Team Collaboration

Attention to Detail

Adaptability

Education

Bachelor's degree in a relevant field

Tools

Microsoft Office Suite

Job description

Technical Service Manager

Redfaire is a fast-growing, international technology company headquartered in Limerick, Ireland. We implement, optimize, and support users of Oracle ERP, aiming to transform our clients' business operations through innovative IT solutions that create value and reduce costs.

Role Overview:

Reporting to the Technical Manager, the Technical Service Manager (TSM) collaborates with Service Delivery Managers to ensure SLA compliance, builds support teams with Technical Resource Managers, and manages customer onboarding processes. The TSM also participates in a Duty Manager rota and handles P1 incident management roles.

This is a full-time, permanent position that can be home-based in the UK/Ireland or within our Limerick Shared Service Centre. Candidates from European time zones are considered, and the role requires flexibility to work on customer sites and remotely.

Key Responsibilities:

• Support SDMs in managing support services per SLA agreements.
• Participate in Service Review Meetings as needed.
• Perform Duty Manager duties and incident management for P1 issues.
• Oversee RCA completion and implement preventative measures.
• Collaborate with Technical Resource Managers to form dedicated support teams based on technical needs.
• Coordinate customer onboarding with GS & PS teams.
• Assist consultants with technical issues and serve as an escalation point.
• Drive service improvement initiatives and process enhancements.
• Stay updated on current trends and technologies, sourcing training when necessary.
• Manage deployment of new workflows, automation, and tools.
• Identify opportunities with CSMs & SDMs to reduce costs and increase gross margin.
• Oversee patching and maintenance schedules.
• Represent client needs at weekly Change Advisory Board (CAB) meetings.
• Support presales activities, including managing information requests related to tools and software lifecycle.

Candidate Requirements:

• Bachelor's degree in a relevant field or equivalent experience preferred.
• At least 4 years of experience in managing complex, business-critical technical applications, preferably with JD Edwards ERP or similar systems.
• Excellent communication skills in English, with strong analytical and problem-solving abilities in technical environments.
• Ability to work effectively with remote and on-site teams.
• Detail-oriented with a proven track record of following processes and delivering results.
• Quick learner with the ability to adapt to new technologies.
• Systematic problem-solving skills and team collaboration experience.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).