Technical Service Manager

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

Job summary

A leading IT solutions company is seeking a Technical Service Manager to oversee service delivery compliance and manage technical support teams. This full-time, permanent role can be home-based in the UK/Ireland, focusing on optimizing customer onboarding and support services. Ideal candidates will have robust problem-solving skills and a background in business-critical technical applications, ensuring exceptional service quality under SLAs.

Qualifications

• Minimum 4 years' experience in managing complex, business-critical technical applications.
• Excellent oral and written English communication skills.
• Proficiency in problem-solving within technical environments.

Responsibilities

• Manage support services to meet SLAs and participate in Service Review Meetings.
• Coordinate with teams to plan customer onboarding and implement service improvements.
• Support consultants in resolving technical issues and act as escalation point.

Skills

Analytical skills

Problem-solving

Communication

Attention to detail

Teamwork

Technical knowledge

Education

Bachelor's degree in 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 for customers based on technical environment and service requirements. The TSM will also be involved in new customer onboarding, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role includes participating in a Duty Manager rota and performing Incident Manager duties 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 candidate should be able to work both on customer sites and remotely as part of a team.

Responsibilities:

1. Support SDMs in managing support services to meet SLAs
2. Participate in Service Review Meetings organized by SDMs when required
3. Participate in Duty Manager rota & perform Incident Manager role during 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
7. Support consultants in resolving technical issues and act as an escalation point for support incidents
8. Implement service improvement initiatives and help plan, design, and execute process enhancements
9. Stay updated on current trends and technologies; source 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. 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 Oracle software end-of-life notices

Candidate Skillset

• Bachelor's degree preferred in a relevant field or equivalent experience
• Minimum 4 years’ experience in managing complex, business-critical technical applications, ideally 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 in-office teams.
• Strong attention to detail with the ability to follow established processes and work in results-driven environments
• Ability to learn new technologies and apply them effectively
• Systematic approach to problem resolution and teamwork skills
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook