Technical Service Manager

JR United Kingdom; Southampton; Remote; GBP 45,000 - 65,000; Full time

Job summary

A fast-growing technology company is seeking a Technical Service Manager to oversee service delivery for their clients. This role involves collaborating with service delivery managers, managing incidents, and ensuring compliance with service level agreements. Ideal candidates should have a relevant Bachelor's degree and at least four years of experience in technical application management, preferably with ERP systems.

Qualifications

• 4 years experience in managing technical application delivery.
• Excellent oral and written communication skills.
• Ability to learn new technologies effectively.

Responsibilities

• Support SDMs in managing support services.
• Participate in Duty Manager rota and incident management.
• Manage rollout of new workflows and tools.

Skills

Communication

Problem Solving

Team Collaboration

Technical Troubleshooting

Attention to Detail

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 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 during P1 incidents.

This is a full-time, permanent role based either remotely in the UK/Ireland or at our Shared Service Centre in Limerick. Candidates from European timezones may also be considered.

The successful candidate should be able to work both on customer sites 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 when required.
• Take part in Duty Manager rota and serve as Incident Manager for P1 incidents.
• Oversee the completion and publication of RCAs and ensure preventative actions are implemented.
• Collaborate with Technical Resource Managers to form support teams tailored to customer needs.
• Assist in planning customer onboarding with GS & PS teams.
• Support technical consultants in issue resolution and serve as an 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 rollout of new workflows, automation, and tools.
• Work with CSMs & SDMs to identify cost reduction and revenue growth opportunities.
• Coordinate Patching and Maintenance schedules.
• Represent client needs at weekly Change Advisory Board (CAB) meetings.
• Provide presales support, including information requests about tools and Oracle software lifecycle management.

Candidate Skillset

• Bachelor's degree in a relevant field or equivalent experience preferred.
• At least 4 years of experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies.
• Excellent oral and written communication skills in English, with strong analytical and problem-solving abilities in complex technical environments. Ability to work with remote and on-site teams.
• Attention to detail with proven experience following defined processes in result-driven environments.
• Ability to learn new technologies and apply them effectively.
• Systematic approach to troubleshooting and effective team collaboration skills.
• Proficiency with Microsoft Office suite: Word, Excel, PowerPoint, Outlook.