Technical Service Manager

JR United Kingdom; Colchester; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

A leading international technology company seeks a Technical Service Manager to ensure SLA compliance and support customer onboarding. This full-time permanent position requires excellent communication and problem-solving skills in a technical environment. You'll work with various teams to manage service delivery and implement improvements.

Qualifications

• Bachelor's degree or equivalent experience preferred.
• 4+ years in managing complex technical applications.
• Excellent communication skills in English.

Responsibilities

• Support SDMs in managing the support service to meet SLA commitments.
• Participate in Duty Manager rota and act as Incident Manager.
• Collaborate with Technical Resource Managers to build support teams.

Skills

Communication

Analytical and Problem Solving

Attention to Detail

Team Collaboration

Technological Adaptability

Systematic Problem Solving

Education

Bachelor's degree in relevant field or equivalent experience

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 new customer onboarding, ensuring the support teams are prepared and capacity is sufficient to maintain service quality. The role involves participating in a Duty Manager rota and acting as Incident Manager for P1 incidents.

This is a full-time, permanent position which can be home-based in the UK/Ireland or within our Shared Service Centre in Limerick. Candidates from European timezones 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 when required
• Take part in Duty Manager rota & perform Incident Manager duties during P1 incidents
• Oversee the completion and publication of RCAs and ensure preventative measures are implemented
• Collaborate with Technical Resource Managers to build dedicated support teams based on technical and service needs
• Assist in planning customer onboarding with GS & PS teams
• Support technical consultants in issue resolution and serve as an escalation point for support incidents/tasks
• Implement and support service improvement initiatives and process enhancements
• Stay updated on current trends and technologies; source relevant training
• Manage the introduction of new ways of working, automation, and tools
• Work with CSMs & SDMs to identify opportunities for cost reduction and revenue growth
• Coordinate patching and maintenance activities (calendars)
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Support presales activities by managing information requests, tool releases, and end-of-life for Oracle software

Candidate Skillset:

• Bachelor's degree preferred in a relevant field or equivalent experience
• At least 4 years of experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar
• Excellent communication skills in English, both written and oral; strong analytical and problem-solving skills in a technical environment; ability to work with remote and onsite teams
• Strong attention to detail, ability to follow processes, and experience working in results-driven environments
• Ability to learn new technologies and apply them effectively
• Systematic problem-solving approach and ability to work collaboratively in a team
• Proficient in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook