Technical Service Manager

JR United Kingdom; Norwich; Remote; GBP 45,000 - 65,000; Full time

Job summary

A leading technology company is seeking a Technical Service Manager to ensure SLA compliance and support delivery management. This full-time role involves working closely with Service Delivery Managers and overseeing new customer onboarding. The position offers flexibility for remote work and requires strong skills in managing complex technical applications.

Qualifications

• 4 years’ experience managing complex technical applications, ideally JD Edwards ERP.
• Excellent communication skills in English.
• Detail-oriented and proficient in following processes.

Responsibilities

• Support SDMs in managing support services to meet SLAs.
• Participate in Service Review Meetings.
• Manage P1 incidents as Incident Manager.

Skills

Communication

Analytical

Problem-Solving

Teamwork

Adaptability

Education

Bachelor's degree or equivalent experience 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 specializes in implementing, optimizing, and supporting users of Oracle ERP. Our goal is to transform how our clients do business by developing and implementing IT solutions that create value, drive innovation, and reduce costs. We are problem solvers and trusted advisors committed to developing long-term partnerships with our customers across various industries, from multinationals to SMBs, all leveraging technology for sustainable competitive advantage.

Description:

Reporting to the Technical Manager, the Technical Service Manager (TSM) will collaborate with Service Delivery Managers to ensure SLA compliance. They will work with Technical Resource Managers to build dedicated support teams tailored to customer environments and service needs. The TSM will also oversee new customer onboarding, ensuring support teams are prepared without impacting service delivery. Participation in a Duty Manager rota and incident management for P1 incidents is required.

This is a full-time, permanent role, potentially home-based in the UK/Ireland or at our Shared Service Centre in Limerick. Candidates from European time zones may also be considered. The role requires flexibility to work on customer sites and remotely.

Responsibilities:

• Support SDMs in managing support services to meet SLAs
• Participate in Service Review Meetings as needed
• Perform Duty Manager duties and manage P1 incidents as Incident Manager
• Ensure RCAs are completed, published, and preventative actions are implemented
• Collaborate with Technical Resource Managers to form support teams based on technical and service needs
• Assist with customer onboarding planning with GS & PS
• Support technical issue resolution and act as escalation point for incidents
• Implement and support service improvement initiatives and process enhancements
• Stay updated on current trends, technologies, and source necessary training
• Manage the introduction of new workflows, automation, and tools
• Identify cost reduction and revenue increase opportunities with CSMs & SDMs
• Manage patching and maintenance calendars
• Represent client needs at weekly CAB meetings
• Support presales activities by managing information requests related to tools and software lifecycle

Candidate Skillset:

• Bachelor's degree or equivalent experience in a relevant field preferred
• At least 4 years’ experience in managing complex, business-critical technical applications, ideally JD Edwards ERP or similar
• Excellent communication skills in English, with strong analytical and problem-solving abilities in complex technical environments; capable of working remotely and on-site
• Detail-oriented with a proven ability to follow processes and deliver results
• Quick learner with the ability to apply new technologies
• Systematic approach to problem resolution and teamwork skills
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)