Technical Service Manager

JR United Kingdom; Portsmouth; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading technology company seeks a Technical Service Manager based in Portsmouth. This full-time role involves managing technical applications and ensuring SLA compliance. The ideal candidate will have extensive experience in ERP systems and proven problem-solving abilities. Flexibility to work both remotely and on-site is required.

Qualifications

• At least 4 years of experience managing business-critical technical applications.
• Strong communication skills in English.
• Proven track record of following processes effectively.

Responsibilities

• Support SDMs in managing the support service to meet SLA requirements.
• Participate in Duty Manager rota & perform Incident Manager role during P1 incidents.
• Manage RCA completion and publication, ensuring preventative actions are taken.

Skills

Communication

Problem-Solving

Analytical Skills

Detail-Oriented

Team Collaboration

Systematic Problem Resolution

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

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Technical Service Manager, Portsmouth, Hampshire

Client:

Location:

Portsmouth, Hampshire, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

Job Views:

5

Posted:

31.05.2025

Expiry Date:

15.07.2025

Job Description:

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 Service Delivery Managers to achieve SLA compliance. They will collaborate with Technical Resource Managers to build dedicated support teams based on technical environment & service requirements. The TSM will also be involved in onboarding new customers, ensuring support teams are prepared and capacity is sufficient to avoid service disruption. The role includes participating in a Duty Manager rota and handling P1 incidents as Incident Manager.

This is a full-time, permanent role, flexible to 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 able to work both on customer sites and remotely.

Responsibilities:

• Support SDMs in managing the support service to meet SLA requirements.
• Participate in Service Review Meetings organized by SDMs.
• Take part in Duty Manager rota & perform Incident Manager role during P1 incidents.
• Manage RCA completion and publication, ensuring preventative actions are taken.
• Collaborate with Technical Resource Managers to build support teams based on technical and service needs.
• Assist in planning customer onboarding with GS & PS teams.
• Support technical consultants and act as an escalation point for incidents.
• Implement and plan service improvement initiatives and process enhancements.
• Stay updated with current trends and technologies, sourcing training as needed.
• Manage the introduction of new ways of working, automation, and tools.
• Work with CSMs & SDMs to identify cost reduction and profit increase opportunities.
• Oversee patching and maintenance calendars.
• Represent client needs at weekly CAB meetings.
• Support presales activities related to tools and software lifecycle management.

Candidate Skillset:

• Bachelor's degree or equivalent experience in a relevant field.
• At least 4 years of experience in managing complex, business-critical technical applications, preferably JD Edwards ERP or similar.
• Excellent communication skills in English, with strong analytical and problem-solving abilities in complex technical environments. Ability to work remotely and in-office.
• Detail-oriented with a proven track record of following processes and achieving results.
• Ability to learn and apply new technologies effectively.
• Systematic problem resolution skills and team collaboration experience.
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, Outlook.