Technical Service Manager

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

Job summary

A fast-growing international technology company seeks a Technical Service Manager to oversee service delivery and incident management. This full-time role offers the flexibility of home-based work in the UK or Ireland. Ideal candidates will have extensive experience with ERP systems and strong communication skills, supporting both on-site and remote teams.

Qualifications

• Minimum 4 years' experience managing complex, business-critical technical application delivery.
• Ability to work both on-site and remotely with diverse teams.
• Proficient in English with excellent oral and written communication skills.

Responsibilities

• Support Service Delivery Managers in achieving SLA compliance.
• Manage incident resolution during P1 incidents.
• Collaborate with Technical Resource Managers to build dedicated support teams.

Skills

Communication

Problem Solving

Attention to Detail

Team Collaboration

Analytical Skills

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 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 for customers based on technical environment and service requirements. The TSM will also be involved in new customer onboarding, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role requires participation in a Duty Manager rota and performing Incident Management during 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 on-site with customers and remotely as part of a team.

Responsibilities:

• Support SDMs in managing the support service to meet SLAs
• Participate in Service Review Meetings organized by SDMs when required
• Participate in Duty Manager rota and perform Incident Manager role during P1 incidents
• Manage the completion and publication of RCAs and ensure preventative actions are implemented
• Collaborate with Technical Resource Managers to build dedicated support teams based on technical and service requirements
• Assist in planning customer onboarding with GS & PS
• Support consultants in technical issue resolution and act as escalation point for incidents/tasks
• Implement service improvement initiatives and contribute to process enhancements
• 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 increase opportunities for customers
• Oversee Patching and Maintenance calendars
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Support presales activities, including information requests regarding tools and Oracle software lifecycle management

Candidate Skillset:

• Bachelor's degree preferred in a relevant field or equivalent experience
• Minimum 4 years’ experience in managing complex, business-critical technical application delivery, ideally with JD Edwards ERP or similar technologies
• Excellent oral and written communication skills in English, with proven analytical and problem-solving abilities in complex environments. Ability to work remotely and on-site with diverse teams is essential.
• Strong attention to detail, following defined processes, and experience working in results-driven environments
• Ability to learn new technologies quickly and effectively apply them
• Systematic problem resolution skills and the ability to collaborate effectively within a team
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook)