Technical Service Manager

JR United Kingdom; Luton; On-site; GBP 40,000 - 65,000; Full time

Job summary

A leading technology company seeks a Technical Service Manager in Luton. In this permanent full-time role, you will support service delivery, manage technical teams, and ensure compliance with SLAs. Your experience in complex application delivery management and ability to lead remote teams will be essential for this role.

Qualifications

• Minimum 4 years’ experience in technical application delivery management, ideally with JD Edwards ERP.
• Strong oral and written communication skills in English.
• Ability to work with remote and office-based resources.

Responsibilities

• Support Service Delivery Managers in maintaining SLA compliance.
• Manage technical support teams based on service requirements.
• Participate in Duty Manager rota and handle P1 incidents.

Skills

Communication

Analytical skills

Problem-solving

Attention to detail

Teamwork

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

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Technical Service Manager, Luton, Bedfordshire

Client:

Location:

Luton, Bedfordshire, United Kingdom

Job Category:

Other

-

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 technical support teams are ready and that there is sufficient capacity so as not to impact general 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 WoW / automation / new tools
• Work with CSMs & SDMs to identify opportunities for customers to reduce costs and increase GM
• 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 complex, business-critical technical application delivery management role, ideally with JD Edwards ERP or similar technologies
• Strong oral and written communication skills in English & proven analytical and problem-solving skills in a complex technical environment. Ability to work with remote and office-based resources.
• Strong detail orientation with the ability to follow defined processes and experience working in result-driven environments.
• Demonstrated ability to learn new technologies and apply them effectively.
• Systematic approach to problem resolution and ability to work effectively within a team.
• Strong working knowledge of Microsoft Office products such as Word, Excel, PowerPoint, Outlook.