Technical Service Manager

JR United Kingdom; Hemel Hempstead; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology company seeks a Technical Service Manager in Hemel Hempstead to oversee support services and incident management. This role involves liaising with Service Delivery Managers and building effective support teams. Ideal candidates will possess a Bachelor's degree and extensive experience in managing technical applications. The position may offer remote working options within the UK or Ireland.

Qualifications

• At least 4 years’ experience in managing complex technical applications.
• Excellent communication skills in English.
• Proficiency with Microsoft Office products.

Responsibilities

• Support SDMs in managing support services to meet SLAs.
• Perform Incident Management for P1 incidents.
• Coordinate customer onboarding and manage service improvements.

Skills

Communication

Analytical skills

Problem-solving

Detail-oriented

Team collaboration

Technical application management

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

Social network you want to login/join with:

Technical Service Manager, Hemel Hempstead

Client:

Location: Hemel Hempstead, 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 dedicated support teams based on technical environment & service requirements. They will also be involved in onboarding new customers, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The TSM is expected to participate in a Duty Manager rota and act 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 timezones may also be considered. The candidate should be able to work both on customer sites and remotely.

Responsibilities:

• Support SDMs in managing support services to meet SLAs
• Participate in Service Review Meetings as organized by SDMs
• Perform Duty Manager duties & Incident Management for P1 incidents
• Manage RCAs and ensure preventative actions are implemented
• Work with Technical Resource Managers to build support teams based on technical and service needs
• Coordinate with GS & PS for customer onboarding
• Support technical issue resolution and act as escalation point
• Implement service improvements and plan process enhancements
• Stay updated on current trends and source training as needed
• Manage new tools, automation, and processes
• Identify opportunities to reduce costs and increase gross margin with CSMs & SDMs
• Manage patching and maintenance schedules
• Represent client needs at weekly CAB meetings
• Support presales activities related to tools and software lifecycle management

Candidate Skillset:

• Bachelor's degree or equivalent experience in a relevant field
• At least 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 in technical environments
• Detail-oriented with a proven ability to follow processes and work result-driven
• Ability to learn new technologies and apply them effectively
• Systematic problem resolution skills and team collaboration experience
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, Outlook