Technical Service Manager

JR United Kingdom; Dartford; Remote; GBP 45,000 - 60,000; Full time

Job summary

A leading technology company is seeking a Technical Service Manager to oversee support services and ensure SLA compliance. The TSM will work closely with Service Delivery Managers and lead onboarding of new customers while participating in incident management. Candidates with a background in ERP software delivery are preferred. This full-time role is remote or can be based in the UK/Ireland.

Qualifications

• 4 years of experience managing complex technical application delivery.
• Proven ability to learn new technologies quickly.
• Experience with JD Edwards ERP or similar technologies preferred.

Responsibilities

• Support Service Delivery Managers in managing support services to meet SLAs.
• Participate in Duty Manager rota and act as Incident Manager for P1 incidents.
• Manage completion of Root Cause Analyses (RCAs) for service improvements.

Skills

Communication

Analytical

Problem Solving

Collaboration

Attention to Detail

Education

Bachelor's degree 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 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. The role includes participating in a Duty Manager rota and acting as Incident Manager for 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 Service Delivery Managers in managing support services to meet SLAs
• Participate in Service Review Meetings organized by SDMs
• Take part in Duty Manager rota and act as Incident Manager for P1 incidents
• Manage the completion and publication of Root Cause Analyses (RCAs) and ensure preventative actions are implemented
• Collaborate with Technical Resource Managers to build support teams tailored to customer needs
• Assist in planning customer onboarding with GS & PS teams
• Support consultants in resolving technical issues and serve as an escalation point
• Implement and support service improvement initiatives and process enhancements
• Stay updated on current trends and technologies, sourcing training as needed
• Manage the introduction of new ways of working, automation, and tools
• Work with Customer Success Managers and 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
• Support presales activities by managing requests for information, tool 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 in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies
• Excellent communication skills in English, with proven analytical and problem-solving abilities in complex environments
• Ability to work effectively with remote and on-site teams
• Strong attention to detail and process adherence
• Ability to learn new technologies quickly and apply knowledge effectively
• Systematic problem-solving approach and team collaboration skills
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook)