Technical Service Manager

JR United Kingdom; Maidstone; On-site; GBP 50,000 - 70,000; Full time

Job summary

A fast-growing technology company is looking for a Technical Service Manager responsible for ensuring SLA compliance while managing support teams and customer onboarding. The role combines remote and on-site work with responsibilities such as incident management and supporting presales activities. Suitable candidates will have significant experience managing complex technical applications and possess strong communication and analytical skills.

Qualifications

• At least 4 years’ experience in managing complex technical applications like JD Edwards ERP.
• Ability to work with remote and onsite teams.
• Proficiency in analytical and problem-solving in complex environments.

Responsibilities

• Support SDMs in managing support services to meet SLAs.
• Participate in Service Review Meetings and perform Duty Manager duties.
• Manage RCAs and implement service improvements.

Skills

Communication

Analytical skills

Problem-solving

Attention to detail

Team collaboration

Learning agility

Education

Bachelor's degree in a relevant field

Tools

Microsoft Office Suite

Job description

Social network you want to login/join with:

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 and service requirements. The TSM will also be involved in onboarding new customers, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role includes participation in a Duty Manager rota and acting as Incident Manager for 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 successful candidate should be able to work both onsite at customer locations and remotely as part of a team.

Responsibilities:

• Support SDMs in managing support services to meet SLAs
• Participate in Service Review Meetings organized by SDMs
• Perform Duty Manager duties and act as Incident Manager for P1 incidents
• Manage RCAs, ensure preventative actions are implemented
• Collaborate with Technical Resource Managers to build support teams
• Assist in planning customer onboarding with GS & PS
• Support technical issue resolution and serve as escalation point
• Implement service improvements and process enhancements
• Stay updated on current trends and technologies, source training as needed
• Manage introduction of new ways of working, automation, and tools
• Identify opportunities to reduce costs and increase gross margin with CSMs & SDMs
• Oversee patching and maintenance calendars
• Represent client needs at weekly CAB meetings
• Support presales activities, including information requests and end-of-life planning for tools and Oracle software.

Candidate Skillset:

• Bachelor's degree in a relevant field or equivalent experience
• At least 4 years’ experience in managing complex, business-critical technical applications, ideally JD Edwards ERP or similar
• Excellent communication skills in English, with proven analytical and problem-solving abilities in complex environments
• Ability to work with remote and onsite teams
• Strong attention to detail and process adherence
• Ability to learn new technologies quickly and apply knowledge effectively
• Systematic problem-solving approach and team collaboration skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)