Technical Service Manager

JR United Kingdom; Chester; Remote; GBP 45,000 - 65,000; Full time

Job summary

A fast-growing international technology company is looking for a Technical Service Manager to ensure compliance with service level agreements and manage technical support teams. This full-time, permanent role offers the flexibility to work from home or onsite in the UK, requiring strong technical management skills and experience in complex environments.

Qualifications

• At least 4 years of experience managing complex technical applications.
• Experience with JD Edwards ERP or similar technologies.
• Ability to work collaboratively within a team.

Responsibilities

• Support SDMs in managing the support service to meet SLA commitments.
• Manage completion and publication of RCAs.
• Implement service improvement initiatives.

Skills

Analytical skills

Problem-solving abilities

Communication skills

Attention to detail

Team collaboration

Technical knowledge of JD Edwards ERP

Proficiency in Microsoft Office

Education

Bachelor's degree in a relevant field

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 capacity is sufficient to maintain service quality. The role requires participation in a Duty Manager rota and performing 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 onsite at customer locations and remotely as part of a team.

Responsibilities:

• Support SDMs in managing the support service to meet SLA commitments
• Participate in Service Review Meetings organized by SDMs as needed
• Take part in Duty Manager rotations & serve as Incident Manager during 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 needs
• Coordinate with GS & PS for customer onboarding planning
• Assist consultants with technical issue resolution and serve as an escalation point for support incidents/tasks
• Implement service improvement initiatives and contribute to process enhancements
• Stay updated on current trends and technologies, sourcing training when necessary
• Manage the introduction of new workflows, automation, and tools
• Work with CSMs & SDMs to identify opportunities for cost reduction and increased gross margin
• Oversee patching and maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Provide presales support by managing requests for information regarding tools, releases, and software end-of-life considerations

Candidate Skillset

• Bachelor's degree preferred in a relevant field or equivalent experience
• At least 4 years of experience managing complex, business-critical technical applications, preferably 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 is essential.
• Strong attention to detail, with experience following defined processes and working in result-driven environments
• Ability to learn new technologies quickly and apply them effectively
• A systematic approach to problem resolution and the ability to work collaboratively within a team
• Proficiency with Microsoft Office products such as Word, Excel, PowerPoint, and Outlook