Technical Service Manager

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

Job summary

A fast-growing international technology company is seeking a Technical Service Manager in Leeds. This role requires expertise in managing SLA compliance and developing support teams for customers, with a focus on technical issue resolution and service improvement initiatives. Candidates should possess a relevant degree and four years of experience in technical application delivery, along with strong communication and analytical skills.

Qualifications

• Minimum 4 years’ experience in managing complex, business-critical technical application delivery.
• Strong communication skills in English and ability to work remotely.
• Proficiency in Microsoft Office products.

Responsibilities

• Support SDMs in managing the support service to contracted SLA.
• Participate in Duty Manager rota & perform Incident Manager role on P1 incidents.
• Manage completion and publication of RCAs and ensure actions are implemented.

Skills

Communication

Analytical skills

Problem-solving

Attention to detail

Team collaboration

Education

Bachelor's degree preferred in a relevant field

Tools

Microsoft Office

Job description

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Technical Service Manager, Leeds, West Yorkshire

Client:

Location: Leeds, West Yorkshire, 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. 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 work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements. They will also be involved with new customer onboarding, ensuring that the support teams are ready and that there is sufficient capacity so as not to impact service delivery. The TSM is required to participate in a Duty Manager rota and perform an Incident Manager role on P1 incidents.

This is a full-time permanent role which may be home based in the UK/Ireland or within our Shared Service Centre in Limerick. Candidates from European timezones may also be considered.

The successful candidate will also need the ability to work both on a customer site and as part of a remote team.

Responsibilities:

• Support SDMs in managing the support service to the contracted SLA
• Participate in Service Review Meetings organized by SDMs
• Participate in Duty Manager rota & perform Incident Manager role on P1 incidents
• Manage completion and publication of RCAs and ensure preventative actions are implemented
• Work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements
• Work with GS & PS to plan customer onboarding
• Support consultants on technical issue resolution and act as an escalation point for technical support incidents / tasks
• Implement service improvement initiatives and help to plan, design and execute process improvements
• Stay updated on current trends and technologies & source training where necessary
• Manage the introduction of new workflows / automation / tools
• Work with CSMs & SDMs to identify opportunities for customers to reduce costs and increase gross margin
• Manage patching/maintenance calendars
• Represent client needs at the weekly CAB (Change Advisory Board)
• Support presales requests for information, e.g., tools release, Oracle software end of life.

Candidate Skillset

• Bachelor's degree preferred in a relevant field or equivalent experience
• Minimum 4 years’ experience in managing complex, business-critical technical application delivery, ideally with JD Edwards ERP or similar technologies
• Strong communication skills in English, with proven analytical and problem-solving skills in a complex technical environment. Ability to work remotely and in-office resources.
• Strong attention to detail with the ability to follow defined processes and work in result-driven environments
• Ability to learn new technologies and apply them effectively
• Systematic problem resolution approach and effective team collaboration skills
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, Outlook