Technical Service Manager

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

Job summary

A leading international technology company is seeking a Technical Service Manager to oversee service delivery compliance and manage support teams. This full-time, permanent position offers the potential for remote work within the UK/Ireland, requiring strong communication skills and a focus on customer satisfaction. Candidates should have at least 4 years' experience in technical application management, preferably with ERP systems.

Qualifications

• At least 4 years of experience managing complex technical applications.
• Experience with JD Edwards ERP or similar is preferred.
• Proven ability to communicate effectively in English.

Responsibilities

• Support SDMs in managing support services to meet SLAs.
• Participate in Service Review Meetings organized by SDMs.
• Act as Incident Manager for P1 incidents.

Skills

Communication

Problem-Solving

Analytical Skills

Attention to Detail

Team Collaboration

Troubleshooting

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 onboarding new customers, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role requires participation in a Duty Manager rota and performing Incident Manager duties during P1 incidents.

This is a full-time, permanent role, possible remote in the UK/Ireland or at our Shared Service Centre in Limerick. Candidates from European time zones may also be considered.

The candidate should be able to work on-site with clients and remotely as part of a team.

Responsibilities:

• Support SDMs 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 RCAs, ensure they are published, and implement preventative measures
• Work with Technical Resource Managers to form support teams based on technical and service needs
• Assist in planning customer onboarding with GS & PS
• Support technical consultants and serve as escalation point for incidents and tasks
• Implement service improvements and contribute to process enhancements
• Stay updated on current trends and technologies, sourcing training as needed
• Manage the deployment of new workflows, automation, and tools
• Collaborate with CSMs & SDMs to identify cost reduction and revenue growth opportunities
• Oversee patching and maintenance schedules
• Represent client needs at weekly CAB meetings
• Support presales activities, including information requests related to tools and Oracle software lifecycle

Candidate Skillset

• Bachelor's degree or equivalent experience in a relevant field preferred
• At least 4 years of experience managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar
• Excellent communication skills in English, with proven analytical and problem-solving abilities in technical settings. Ability to work remotely and on-site.
• Strong attention to detail, following defined processes, and results-driven mindset
• Ability to learn new technologies quickly and apply knowledge effectively
• Methodical approach to troubleshooting and team collaboration skills
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook)