Technical Service Manager

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

Job summary

A fast-growing international technology company seeks a Technical Service Manager to oversee support services and ensure SLA compliance. The role involves managing customer onboarding, collaborating with technical teams, and participating in incident management while maintaining quality service. Candidates should have strong communication skills and experience in managing business-critical applications.

Qualifications

• 4+ years of experience managing complex technical applications.
• Excellent English communication skills.
• Experience with JD Edwards ERP or similar technologies.

Responsibilities

• Manage support services to meet SLAs as Technical Service Manager.
• Onboard new customers and support consultants with technical issues.
• Participate in Duty Manager rota for Incident Management.

Skills

Communication

Problem Solving

Analytical Skills

Attention to Detail

Team Collaboration

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 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 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 role that can be home-based in the UK/Ireland or at our Shared Service Centre in Limerick. Candidates from European time zones may also be considered.

The successful candidate should be able to work both onsite at customer locations and remotely as part of a team.

Responsibilities:

• Support SDMs in managing support services to meet SLAs
• Participate in Service Review Meetings organized by SDMs
• Take part in Duty Manager rota 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 build support teams tailored to customer needs
• Assist in planning customer onboarding with GS & PS teams
• Support consultants with technical issue resolution and serve as an escalation point
• Implement and support service improvement initiatives and process enhancements
• Stay updated on 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 opportunities for cost reduction and margin increase
• Oversee patching and maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Provide presales support for information requests, including tools release and Oracle software lifecycle management

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 environments
• Ability to work effectively with remote and on-site teams
• Attention to detail and experience following established processes in result-driven environments
• Proven ability to learn new technologies and apply them effectively
• Systematic approach to problem resolution and team collaboration
• Strong knowledge of Microsoft Office suite (Word, Excel, PowerPoint, Outlook)