Technical Service Manager

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

Job summary

Une entreprise technologique internationale recherche un Technical Service Manager pour assurer la conformité des engagements SLA et superviser les équipes de support. Le candidat idéal doit avoir une solide expérience en gestion des applications techniques complexes et d'excellentes compétences en communication. Ce rôle est à distance ou basé à Limerick, offrant des opportunités de gestion d'équipes et d'amélioration des services.

Qualifications

• Minimum 4 years experience in managing complex technical application delivery, preferably with JD Edwards ERP.
• Proven analytical and problem-solving abilities in complex technical environments.
• Experience with remote and office work.

Responsibilities

• Support managing the support service to meet SLA commitments.
• Participate in Service Review Meetings and support presales activities.
• Manage patching and maintenance schedules.

Skills

Communication

Analyse et résolution de problèmes

Attention aux détails

Apprentissage de nouvelles technologies

Travail en équipe

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 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. Additionally, the TSM is expected to participate in a Duty Manager rota and serve as Incident Manager during P1 incidents.

This is a full-time, permanent role that can be home-based in the UK/Ireland or located 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 the Duty Manager rota and act as Incident Manager for P1 incidents.
4. Oversee the completion and publication of RCAs and ensure preventative actions are implemented.
5. Collaborate with Technical Resource Managers to build support teams tailored to customer needs.
6. Coordinate with GS & PS for customer onboarding planning.
7. Assist consultants with technical issue resolution and serve as an escalation point for support incidents and tasks.
8. Implement service improvement initiatives and contribute to 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 revenue growth.
12. Manage patching and maintenance schedules.
13. Represent client needs at weekly Change Advisory Board (CAB) meetings.
14. Support presales activities by managing requests for information, such as tool 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 of experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies.
• Excellent communication skills in English, both oral and written, with proven analytical and problem-solving abilities in complex technical environments. Ability to work remotely and in-office resources.
• Strong attention to detail, following defined processes, and experience in result-driven environments.
• Ability to learn new technologies and apply them effectively.
• Systematic approach to problem-solving and teamwork.
• Proficiency with Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.