Technical Service Manager

JR United Kingdom; Hounslow; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

A leading technology company is seeking a Technical Service Manager to ensure SLA compliance and support customer onboarding, both remotely and on-site. Ideal candidates will possess strong communication skills and experience managing complex technical applications. This full-time role allows for flexible working arrangements across the UK and Ireland.

Qualifications

• 4+ years managing complex technical applications, preferably JD Edwards ERP.
• Detail-oriented with a process-driven approach.
• Proficient in written and spoken English.

Responsibilities

• Collaborate with Service Delivery Managers to ensure SLA compliance.
• Manage P1 incidents as Duty Manager and Incident Manager.
• Support customer onboarding and technical issue resolution.

Skills

Communication

Analytical Skills

Problem-Solving

Team Collaboration

Adaptability to New Technologies

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

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Technical Service Manager, south west london

Client:

Location:

South West London, United Kingdom

Job Category:

Other

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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. We implement, optimize, and support users of Oracle ERP, aiming to transform our clients' businesses through innovative IT solutions that create value and reduce costs. Our clients range from large multinationals to ambitious SMBs across various industries, all leveraging technology for competitive advantage.

Role Overview:

The Technical Service Manager (TSM), reporting to the Technical Manager, will collaborate with Service Delivery Managers to ensure SLA compliance, build support teams based on technical needs, and participate in onboarding new customers. The TSM will also serve as Duty Manager and Incident Manager for P1 incidents.

This is a full-time, permanent role, flexible to be home-based in the UK/Ireland or at our Limerick Shared Service Centre. Candidates from European timezones are considered. The role requires flexibility to work on-site and remotely.

Key Responsibilities:

• Support SDMs in managing support services per SLA
• Participate in Service Review Meetings
• Perform Duty Manager and Incident Manager roles during P1 incidents
• Manage RCAs and implement preventative actions
• Build support teams with Technical Resource Managers
• Assist in customer onboarding planning
• Support technical issue resolution and escalation
• Implement service improvements and process enhancements
• Stay updated on current trends and technologies
• Manage introduction of new tools and automation
• Identify cost reduction and revenue increase opportunities
• Manage patching and maintenance schedules
• Represent client needs at weekly CAB meetings
• Support presales activities related to tools and software lifecycle

Candidate Requirements:

• Bachelor's degree or equivalent experience in a relevant field
• At least 4 years in managing complex, business-critical technical applications, preferably JD Edwards ERP
• Excellent communication skills in English, with strong analytical and problem-solving abilities
• Ability to work with remote and on-site teams
• Detail-oriented with a process-driven approach
• Quick learner of new technologies
• Systematic problem resolution skills and team collaboration
• Proficient in Microsoft Office suite