Technical Service Manager

JR United Kingdom; Sheffield; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

JR United Kingdom is seeking a Technical Service Manager to oversee service delivery and SLA compliance. In this full-time role, you will support onboarding, manage incident responses, and collaborate with technical teams, either remotely or on-site. The ideal candidate has experience with complex technical applications and excellent communication skills.

Qualifications

• At least 4 years of experience managing technical applications.
• Experience with JD Edwards ERP or similar is preferred.
• Strong communication and analytical skills required.

Responsibilities

• Support SDMs in managing support services to meet SLAs.
• Participate in Service Review Meetings as needed.
• Manage RCA and implement preventative actions.

Skills

Communication skills

Analytical skills

Problem-solving abilities

Team collaboration

Detail-oriented

Systematic problem resolution

Education

Bachelor's degree in a relevant field

Tools

Microsoft Office

Job description

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Technical Service Manager, Sheffield, South Yorkshire

Client:

Location: Sheffield, South Yorkshire, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

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 the 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 maintain service quality. Participation in a Duty Manager rota and incident management on P1 incidents is required.

This is a full-time, permanent role, which 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 candidate should be able to work both 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 act as Incident Manager during P1 incidents
• Manage RCAs and ensure preventative actions are implemented
• Collaborate with Technical Resource Managers to build support teams
• Assist in planning customer onboarding with GS & PS
• Support technical consultants and act as escalation point
• Implement service improvement initiatives
• Stay updated on current trends and technologies
• Manage new tools, automation, and processes
• Identify opportunities to reduce costs and increase GM
• Manage patching and maintenance calendars
• Represent client needs at weekly CAB meetings
• Support presales activities, such as information requests regarding tools and software lifecycle

Candidate Skillset:

• Bachelor's degree in a relevant field or equivalent experience
• At least 4 years of experience in managing complex, business-critical technical applications, preferably JD Edwards ERP or similar
• Strong communication skills in English, with proven analytical and problem-solving abilities
• Ability to work with remote and office-based teams
• Detail-oriented with experience following defined processes
• Able to learn and apply new technologies
• Systematic problem resolution skills and team collaboration
• Proficiency in Microsoft Office products