Technical Service Manager

JR United Kingdom; Liverpool; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

A leading technology company seeks a Technical Service Manager to oversee service delivery and support teams. This full-time role involves ensuring compliance with SLA, onboarding new customers, and managing complex technical issues. Ideal candidates have experience in JD Edwards ERP and strong communication skills.

Qualifications

• 4 years' experience in managing complex, business-critical technical application delivery.
• Proficiency with JD Edwards ERP or similar systems preferred.
• Ability to work effectively with remote and onsite teams.

Responsibilities

• Support SDMs in managing support services to meet SLA requirements.
• Participate in Service Review Meetings and act as Incident Manager for P1 incidents.
• Oversee RCA completion and facilitate service improvement initiatives.

Skills

Communication

Analytical skills

Problem-solving

Attention to detail

Teamwork

Learning new technologies

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 based on technical environment & service requirements. The TSM will be involved in onboarding new customers, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role involves participating in a Duty Manager rota and acting as Incident Manager for P1 incidents.

This is a full-time permanent role, which 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 onsite at customer locations and remotely.

Responsibilities:

• Support SDMs in managing support services to meet SLA requirements
• Participate in Service Review Meetings organized by SDMs
• Take part in Duty Manager rota & act as Incident Manager for P1 incidents
• Oversee RCA completion and publication, ensuring preventative actions are implemented
• Work with Technical Resource Managers to assemble support teams tailored to customer needs
• Coordinate with GS & PS for customer onboarding
• Assist consultants with technical issue resolution and serve as escalation point for incidents
• Implement and support service improvement initiatives and process enhancements
• Stay updated on current trends and technologies, sourcing training as needed
• Manage the rollout of new workflows, automation, and tools
• Collaborate with CSMs & SDMs to identify cost reduction and revenue growth opportunities
• Manage patching and maintenance schedules
• Represent client needs at weekly CAB meetings
• Support presales activities, including information requests related to tools and Oracle software lifecycle management

Candidate Skillset

• Bachelor's degree preferred or equivalent experience in a relevant field
• At least 4 years’ experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar systems
• Excellent communication skills in English, with strong analytical and problem-solving abilities in complex technical environments
• Ability to work effectively with remote and on-site teams
• Attention to detail, following established processes, and results-oriented mindset
• Proven ability to learn and apply new technologies
• Systematic problem-solving skills and teamwork experience
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)