Technical Service Manager

JR United Kingdom; Reading; On-site; GBP 45,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Technical Service Manager to oversee support services and ensure SLA compliance. This permanent, full-time role offers the flexibility of home-based work and involves collaborating closely with service delivery managers to enhance service quality. The ideal candidate will have significant experience in technical application management, excellent communication skills, and the ability to work with diverse teams.

Qualifications

• 4+ years in managing complex technical application delivery, preferably with JD Edwards ERP.
• Excellent communication skills in English and problem-solving abilities.
• Ability to work effectively with remote and onsite teams.

Responsibilities

• Support Service Delivery Managers in managing support services to meet SLAs.
• Manage Duty Manager rotations and serve as Incident Manager for P1 incidents.
• Collaborate with Technical Resource Managers to build support teams.

Skills

Analytical skills

Problem-solving

Communication

Attention to detail

Team collaboration

Technical application delivery

Education

Bachelor's degree in a 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 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 be involved in new customer onboarding, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role includes participating in a Duty Manager rota and acting as Incident Manager for P1 incidents.

This is a full-time, permanent position, with options for home-based work in the UK/Ireland or at our Shared Service Centre in Limerick. Candidates from European timezones may also be considered.

The successful candidate must be able to work both on customer sites and remotely.

Responsibilities:

• Support Service Delivery Managers in managing support services to meet SLAs
• Participate in Service Review Meetings organized by SDMs
• Take part in Duty Manager rotations and serve as Incident Manager for P1 incidents
• Oversee the completion and publication of RCAs and ensure implementation of preventative actions
• Collaborate with Technical Resource Managers to build support teams tailored to customer needs
• Assist in planning customer onboarding with GS & PS teams
• Support technical consultants and act as escalation point for support incidents
• Implement service improvements and contribute to process enhancements
• Stay updated on current trends and technologies; source training as needed
• Manage the introduction of new ways of working, 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 Change Advisory Board (CAB) meetings
• Support presales activities by managing requests for information, such as tool releases and software end-of-life notices

Candidate Skillset:

• Bachelor's degree in a relevant field or equivalent experience preferred
• At least 4 years’ experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies
• Excellent communication skills in English, 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 process adherence in result-driven environments
• Ability to learn and apply new technologies quickly
• Systematic approach to problem-solving and team collaboration
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook)