Technical Service Manager

JR United Kingdom; Doncaster; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading international technology company is seeking a Technical Service Manager to oversee support services and ensure SLA compliance. This full-time role involves collaboration with Service Delivery Managers, managing customer onboarding, and leading incident management. The ideal candidate will possess strong analytical skills, a proven track record in managing ERP applications, and the ability to work both remotely and on-site.

Qualifications

• At least 4 years’ experience managing complex technical applications.
• Strong analytical and problem-solving skills in technical environments.
• Ability to work with remote and on-site teams.

Responsibilities

• Support SDMs managing support services to meet SLA commitments.
• Participate in Duty Manager rotations and act as Incident Manager.
• Implement service improvement initiatives and support process design.

Skills

Communication

Analytical

Problem Solving

Attention to Detail

Teamwork

Learning New Technologies

Education

Bachelor's degree in a 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 the technical support teams are prepared and have sufficient capacity to maintain service quality. Additionally, the TSM is expected to participate in a Duty Manager rota and perform an Incident Manager role during P1 incidents.

This is a full-time permanent role, which may 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 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 actions 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 consultants in resolving technical issues and serve as an escalation point for support incidents and tasks.
• Implement service improvement initiatives and support process design and execution.
• Stay updated on current trends and technologies; source training as necessary.
• Manage the introduction of new workflows, 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.
• Support presales activities by managing requests for information regarding tools, releases, and end-of-life for Oracle software.

Candidate Skillset

• Bachelor's degree in a relevant field or equivalent experience preferred.
• At least 4 years’ experience managing complex, business-critical technical applications, ideally with JD Edwards ERP or similar technologies.
• Excellent oral and written communication skills in English, with strong analytical and problem-solving abilities in complex technical environments. Ability to work with remote and on-site teams.
• Strong attention to detail, following established processes, and experience in result-oriented environments.
• Ability to quickly learn and apply new technologies.
• Systematic approach to problem resolution and effective teamwork skills.
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.