Technical Service Manager

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

Job summary

A leading technology company is seeking a Technical Service Manager to oversee service support operations and ensure SLA compliance. The successful candidate will work closely with service delivery managers and participate in incident management. Requirements include a relevant degree, extensive experience in technical application delivery, and strong communication skills.

Qualifications

• 4 years’ experience in managing complex technical application delivery.
• Proven analytical and problem-solving abilities in technical environments.
• Ability to work effectively with remote and onsite teams.

Responsibilities

• Support SDMs in managing support services to meet contracted SLAs.
• Take part in Duty Manager rota and perform Incident Manager duties during P1 incidents.
• Manage the completion and publication of RCAs and ensure preventative actions are implemented.

Skills

Analytical skills

Problem-solving skills

Communication skills

Attention to detail

Team collaboration

Technical adaptability

Education

Bachelor's degree in a relevant field

Tools

Microsoft Office suite

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 committed to developing long-term, mutually beneficial partnerships with our customers. Our clients operate across various industries and range from large multinationals to ambitious SMBs. What they 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 ensure Service Level Agreement (SLA) compliance. They will collaborate with Technical Resource Managers to build dedicated support teams tailored to customer needs 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. Additionally, the TSM is expected to participate in a Duty Manager rota and take on the Incident Manager role during P1 incidents.

This is a full-time, permanent role that can be home-based in the UK/Ireland or located within 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 with customers and remotely as part of a team.

Responsibilities:

• Support SDMs in managing support services to meet contracted SLAs
• Participate in Service Review Meetings organized by SDMs as needed
• Take part in Duty Manager rota and perform Incident Manager duties during P1 incidents
• Manage the completion and publication of RCAs and ensure preventative actions are implemented
• Collaborate with Technical Resource Managers to build dedicated support teams based on technical and service requirements
• Assist in planning customer onboarding with GS & PS teams
• Support consultants in resolving technical issues and act as an escalation point for support incidents/tasks
• Implement service improvement initiatives and contribute to process design and execution
• Stay updated on current trends and technologies; source training when necessary
• Manage the introduction of new workflows, automation, and tools
• Work with CSMs & SDMs to identify opportunities to reduce costs and increase gross margin
• Oversee patching and maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Provide presales support by managing requests for information, such as tool releases and Oracle software end-of-life notices

Candidate Skillset:

• Bachelor's degree preferred in a relevant field or equivalent experience
• Minimum of 4 years’ experience in managing complex, business-critical technical application delivery, ideally with JD Edwards ERP or similar technologies
• Excellent oral and written communication skills in English, with proven analytical and problem-solving abilities in complex technical environments. Ability to work with remote and onsite teams.
• Strong attention to detail, with the ability to follow defined processes and work effectively in result-driven environments
• Ability to learn new technologies quickly and apply them effectively
• Systematic approach to problem resolution and effective team collaboration skills
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook)