Technical Service Manager

JR United Kingdom; Exeter; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Technical Service Manager to oversee service delivery and SLA compliance. This full-time, permanent role offers the flexibility of being home-based in the UK or working from the Shared Service Centre in Limerick. The TSM will collaborate closely with Service Delivery Managers to ensure high-quality support for customers and participate in incident management. The ideal candidate has a strong technical background, effective communication skills, and experience in complex technical environments.

Qualifications

• 4 years of experience in managing complex technical application delivery.
• Experience with JD Edwards ERP or similar technologies preferred.
• Ability to work effectively with remote and on-site resources.

Responsibilities

• Support SDMs in managing the support service to meet SLA commitments.
• Participate in Duty Manager rotations and act as Incident Manager for P1 incidents.
• Implement service improvement initiatives and assist in process enhancements.

Skills

Communication

Analytical skills

Problem-solving

Attention to detail

Teamwork skills

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 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 new customer onboarding, ensuring readiness of support teams and 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 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 capable of working both on customer sites and remotely as part of a team.

Responsibilities:

1. Support SDMs in managing the support service to meet SLA commitments.
2. Participate in Service Review Meetings organized by SDMs when required.
3. Take part in Duty Manager rotations and act as Incident Manager for P1 incidents.
4. Manage the completion and publication of RCAs and ensure preventative actions are implemented.
5. Collaborate with Technical Resource Managers to build dedicated support teams based on technical and service needs.
6. Coordinate with GS & PS to plan customer onboarding processes.
7. Support consultants in resolving technical issues and serve as an escalation point for support incidents and tasks.
8. Implement service improvement initiatives and assist in planning, designing, and executing process enhancements.
9. Stay updated on current trends and technologies, sourcing training as needed.
10. Manage the introduction of new ways of working, automation, and tools.
11. Work with CSMs & SDMs to identify opportunities for cost reduction and increased gross margin.
12. Oversee patching and maintenance schedules.
13. Represent client needs at weekly Change Advisory Board (CAB) meetings.
14. Provide presales support, including managing requests for information about tools, 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 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 resources.
• Strong attention to detail and experience following defined processes in result-driven environments.
• Ability to learn new technologies and apply them effectively.
• Systematic approach to problem resolution and teamwork skills.
• Proficient in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.