Technical Service Manager

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

Job summary

A leading technology company is seeking a Technical Service Manager to oversee support services and ensure SLA compliance. This permanent, full-time position offers the flexibility to work from home or from the company's Shared Service Centre in Limerick. Candidates should possess strong analytical skills, a systematic problem-solving approach, and a Bachelor's degree or relevant experience.

Qualifications

• Minimum 4 years' experience in managing technical application delivery.
• Experience with JD Edwards ERP or similar technologies preferred.
• Ability to work with remote and onsite teams.

Responsibilities

• Support SDMs in managing support services to meet SLAs.
• Join Duty Manager rota and act as Incident Manager.
• Oversee onboarding of new customers and support teams.

Skills

Analytical

Problem Solving

Communication

Attention to Detail

Education

Bachelor's degree in a relevant field

Tools

Microsoft Office Suite

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 committed to developing long-term, mutually beneficial partnerships with our customers. Our customers operate across various industries, from large multinationals to ambitious SMBs, all sharing a strategic focus on leveraging technology for sustainable competitive advantage.

Description:

Reporting to the Technical Manager, the Technical Service Manager (TSM) will collaborate closely with Service Delivery Managers to ensure SLA compliance. They will work with Technical Resource Managers to build dedicated support teams tailored to customer technical environments and service needs. The TSM will also oversee new customer onboarding, ensuring support teams are prepared and capacity is sufficient to maintain service quality. Additionally, the TSM is expected to participate in a Duty Manager rota and serve 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 capable of working both onsite with customers and remotely as part of a team.

Responsibilities:

• Support SDMs in managing support services to meet contracted SLAs
• Participate in Service Review Meetings organized by SDMs as needed
• Join the Duty Manager rota and act as Incident Manager for P1 incidents
• Manage the completion and publication of RCAs and ensure preventative measures are implemented
• Collaborate with Technical Resource Managers to assemble support teams based on technical and service requirements
• Coordinate with GS & PS to plan customer onboarding
• Assist consultants with technical issue resolution and serve as an escalation point for support incidents
• Implement service improvement initiatives and contribute to process enhancements
• Stay updated on current trends and technologies, sourcing training when necessary
• Manage the introduction of new workflows, automation, and tools
• Work with CSMs & SDMs to identify opportunities for cost reduction and increased gross margin
• Oversee patching and maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Support presales activities, including information requests about tools and software end-of-life issues

Candidate Skillset

• Bachelor's degree in a relevant field or equivalent experience preferred
• At least 4 years’ experience in managing complex, business-critical technical application delivery, preferably 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 onsite teams is essential.
• Strong attention to detail and adherence to defined processes, with experience in result-driven environments
• Ability to learn new technologies and apply them effectively
• A systematic approach to problem-solving and ability to work collaboratively within a team
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)