Technical Service Manager

JR United Kingdom; Crawley; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading technology company seeks a Technical Service Manager in Crawley, West Sussex. This role involves managing technical support teams, ensuring SLA compliance, and onboarding new customers. The ideal candidate will have a bachelor’s degree, at least 4 years of relevant experience, and strong communication skills.

Qualifications

• Minimum 4 years’ experience managing complex technical applications, preferably JD Edwards ERP.
• Strong analytical and problem-solving abilities are essential.
• Ability to learn and apply new technologies.

Responsibilities

• Support Service Delivery Managers in managing support services to meet SLAs.
• Participate as Duty and Incident Manager during P1 incidents.
• Oversee Root Cause Analyses and ensure preventative actions are implemented.

Skills

Communication

Analytical Skills

Problem Solving

Detail-oriented

Collaboration

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office Suite

Job description

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Technical Service Manager, Crawley, West Sussex

Location: Crawley, West Sussex, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 3

Posted: 10.06.2025

Expiry Date: 25.07.2025

Job Description:

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 Service Delivery Managers to achieve SLA compliance. They will collaborate with Technical Resource Managers to build support teams based on technical environment & 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 includes participating in a Duty Manager rota and acting as Incident Manager for P1 incidents.

This is a full-time permanent role, potentially home-based in the UK/Ireland or within our Shared Service Centre in Limerick. Candidates from European time zones may also be considered. The candidate should be able to work on-site and remotely.

Responsibilities:

• Support SDMs in managing support services to meet SLAs
• Participate in Service Review Meetings as required
• Perform Duty Manager and Incident Manager roles during P1 incidents
• Oversee RCAs and ensure preventative actions are implemented
• Work with Technical Resource Managers on support team building
• Plan customer onboarding with GS & PS
• Support technical issue resolution and act as escalation point
• Implement and plan service improvement initiatives
• Stay updated on current trends and technologies
• Manage new tools, automation, and processes
• Identify cost reduction and revenue increase opportunities with CSMs & SDMs
• Manage patching and maintenance schedules
• Represent client needs at weekly CAB meetings
• Support presales activities, including information requests and end-of-life planning for software

Candidate Skillset:

• Bachelor's degree or equivalent experience in a relevant field
• Minimum 4 years’ experience in managing complex, business-critical technical applications, preferably JD Edwards ERP or similar
• Excellent communication skills in English, with strong analytical and problem-solving abilities
• Detail-oriented with a process-driven approach and results focus
• Ability to learn and apply new technologies
• Systematic problem resolution skills and team collaboration experience
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)