Technical Service Manager

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

Job summary

A fast-growing technology company is seeking a Technical Service Manager to oversee service delivery and ensure compliance with SLAs. This full-time permanent role involves customer onboarding, managing support teams, and acting as an escalation point for technical issues. Ideal candidates will have a Bachelor's degree and extensive experience in managing ERP applications, particularly JD Edwards, with strong communication skills.

Qualifications

• At least 4 years of experience managing complex technical applications.
• Strong communication skills in English.
• Proven ability to learn and apply new technologies.

Responsibilities

• Support SDMs in managing support services to meet SLA commitments.
• Participate in Duty Manager rotations and act as Incident Manager for P1 incidents.
• Manage deployment of new workflows, automation, and tools.

Skills

Communication

Problem Solving

Analytical Skills

Attention to Detail

Teamwork

Technical Acumen

Education

Bachelor's degree in relevant field

Tools

Microsoft Office

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 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 requires participation in a Duty Manager rota and performing Incident Manager duties during P1 incidents.

This is a full-time permanent position, which can be home-based in the UK/Ireland or located within our Shared Service Centre in Limerick. Candidates from European timezones may also be considered.

The successful candidate should be able to work both onsite with customers and remotely as part of a team.

Responsibilities:

• Support SDMs in managing support services to meet SLA commitments
• Participate in Service Review Meetings organized by SDMs as needed
• Take part in Duty Manager rotations and act as Incident Manager for P1 incidents
• Manage the completion and publication of RCAs and ensure preventative actions are implemented
• Collaborate with Technical Resource Managers to assemble dedicated support teams based on technical and service needs
• Assist in planning customer onboarding with GS & PS teams
• Support technical consultants with issue resolution and serve as an escalation point for support incidents and tasks
• Implement service improvements and contribute to process design and execution
• Stay updated on current trends and technologies, sourcing training as necessary
• Manage the deployment of new workflows, automation, and tools
• Work with CSMs & SDMs to identify opportunities for cost reduction and revenue growth
• Oversee patching and maintenance schedules
• Represent client needs at weekly CAB meetings
• Provide presales support by managing requests for information, such as tool releases and Oracle software end-of-life updates

Candidate Skillset

• Bachelor's degree preferred in a relevant field or equivalent experience
• At least 4 years of experience in managing complex, business-critical technical applications, preferably with JD Edwards ERP or similar technologies
• Excellent communication skills in English, both oral and written, with strong analytical and problem-solving abilities in complex technical environments
• Ability to work effectively with remote and on-site teams
• Strong attention to detail and experience following established processes in result-driven environments
• Proven ability to learn and apply new technologies
• Systematic problem-solving approach and teamwork skills
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook