Technical Service Manager

JR United Kingdom; Northampton; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Une entreprise technologique internationale recherche un Technical Service Manager pour diriger la gestion des services avant-vente et de support en collaborant étroitement avec les SDMs et les équipes techniques. Ce rôle implique la supervision des équipes de support consacrées aux besoins de service des clients, surtout dans des environnements techniques critiques. Le candidat idéal doit avoir une solide expérience technique combinée à d'excellentes compétences en communication et en résolution de problèmes, ainsi qu'un intérêt pour l'amélioration continue des services.

Qualifications

• Expérience de 4 ans en gestion de livraison technique.
• Capacité à travailler avec des équipes à distance et sur site.
• Proficient en communication en anglais.

Responsibilities

• Assister les SDMs dans la gestion des services de support selon les SLA.
• Participer aux réunions de révision de service.
• Gérer la publication du RCA et s'assurer des actions préventives.

Skills

Analytical skills

Communication

Problem-solving

Attention to detail

Teamwork

Education

Bachelor's degree in relevant field

Tools

Microsoft Office

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 committed to developing long-term, mutually beneficial partnerships with our customers. Our clients operate across various industries, from large multinationals to ambitious SMBs, united by their strategic use of technology to build sustainable competitive advantages.

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 readiness of support teams and sufficient capacity to maintain service quality. Participation in a Duty Manager rota and acting as Incident Manager for P1 incidents are also required.

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 candidate should be capable of working both on customer sites and remotely.

Responsibilities:

• Support SDMs in managing support services according to SLAs
• Participate in Service Review Meetings organized by SDMs
• Take part in Duty Manager rota & serve as Incident Manager during P1 incidents
• Manage RCA completion and publication, ensuring preventative actions are implemented
• Collaborate with Technical Resource Managers to create dedicated support teams based on technical and service requirements
• Assist in planning customer onboarding with GS & PS
• Support technical consultants in issue resolution and act as escalation point for incidents/tasks
• Implement service improvement initiatives and assist in process design and execution
• Stay updated on current trends and technologies, sourcing training as needed
• Manage the introduction of new workflows, automation, and tools
• Work with CSMs & SDMs to identify cost reduction and revenue growth opportunities for customers
• Oversee Patching & Maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Support presales activities, including information requests related to tool releases and Oracle software lifecycle management

Candidate Skillset:

• Bachelor's degree preferred in a relevant field or equivalent experience
• 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 proven analytical and problem-solving abilities in complex technical environments. Ability to work with remote and onsite teams
• Strong attention to detail, following established processes, and experience in result-driven environments
• Ability to learn new technologies quickly and apply knowledge effectively
• Systematic problem-solving skills and teamwork orientation
• Proficiency in Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook