Technical Service Manager

JR United Kingdom; Cheltenham; Remote; GBP 50,000 - 70,000; Full time

Job summary

A fast-growing international technology company seeks a Technical Service Manager to oversee support services, ensuring Service Level Agreement compliance and collaborating with multiple teams. This permanent, full-time role offers remote working options and requires strong problem-solving skills and experience with technical application delivery. The ideal candidate possesses a Bachelor's degree and at least 4 years of relevant experience.

Qualifications

• At least 4 years of experience managing complex, business-critical technical application delivery.
• Excellent communication skills in English, both oral and written.
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Support SDMs in managing support services to meet SLA commitments.
• Manage the completion and publication of RCAs and ensure preventative measures are implemented.
• Take part in Duty Manager rotations and act as Incident Manager for P1 incidents.

Skills

Communication

Analytical

Problem-Solving

Attention to Detail

Teamwork

Education

Bachelor's degree in 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 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 act as Incident Manager for 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 capable of working both onsite at customer locations and remotely as part of a team.

Responsibilities:

• Support SDMs in managing support services to meet SLA commitments
• Participate in Service Review Meetings organized by SDMs when required
• Take part in Duty Manager rotations and act as Incident Manager for P1 incidents
• Manage the completion and publication of RCAs and ensure preventative measures are implemented
• Collaborate with Technical Resource Managers to build support teams tailored to customer environments
• Assist in planning customer onboarding with GS & PS teams
• Support consultants in resolving technical issues and serve as an escalation point for incidents and tasks
• Implement and support service improvement initiatives, including process design and execution
• Stay updated on current trends and technologies; source training as needed
• Manage the deployment of new ways of working, automation, and tools
• Work with CSMs & SDMs to identify opportunities for cost reduction and revenue growth
• Oversee patching and maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Provide presales support, including information requests related to tools and Oracle software lifecycle management

Candidate Skillset

• Bachelor's degree preferred in a relevant field or equivalent experience
• At least 4 years of experience managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies
• Excellent communication skills in English, both oral and written, with strong analytical and problem-solving abilities in technical environments
• Detail-oriented with proven experience following structured processes and working in results-driven settings
• Ability to quickly learn and apply new technologies
• Systematic problem-solving approach and ability to work effectively in team environments
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook)