Technical Service Manager

JR United Kingdom; Stockport; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company in the UK is seeking a Technical Service Manager to ensure SLA compliance and manage support services. The role involves collaboration with service delivery teams and direct interaction with customers, both onsite and remotely. Candidates should possess strong problem-solving skills and a background in technical application delivery, ideally with JD Edwards ERP. This full-time position can be home-based or located in Stockport.

Qualifications

• 4+ years managing complex technical application delivery.
• Preferred experience with JD Edwards ERP.
• Ability to learn new technologies quickly.

Responsibilities

• Support SDMs in managing support services according to SLA.
• Join the Duty Manager rota and manage P1 incidents.
• Collaborate with Technical Resource Managers for customer onboarding.

Skills

Communication

Problem-Solving

Attention to Detail

Analytical Skills

Team Collaboration

Education

Bachelor's degree in 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 includes participating in a Duty Manager rota and acting as Incident Manager for P1 incidents.

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 onsite with customers and remotely as part of a team.

Responsibilities:

• Support SDMs in managing support services according to SLA
• Participate in Service Review Meetings organized by SDMs
• Join the Duty Manager rota and serve as Incident Manager for P1 incidents
• Manage the completion and publication of RCAs and ensure preventative actions are taken
• Collaborate with Technical Resource Managers to build dedicated support teams based on technical and service needs
• Assist in planning customer onboarding with GS & PS
• Support technical consultants and act as escalation point for incidents and tasks
• Implement service improvements and contribute to process enhancements
• Stay updated on current trends and technologies, sourcing training as needed
• Manage the introduction of new workflows, automation, and tools
• Work with CSMs & SDMs to identify cost reduction and revenue growth opportunities
• Oversee patching and maintenance schedules
• Represent client needs at weekly Change Advisory Board (CAB) meetings
• Support presales activities, including information requests related to tools and software end-of-life

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, ideally with JD Edwards ERP or similar
• Excellent communication skills in English, with proven analytical and problem-solving abilities in complex environments
• Ability to work with remote and on-site teams effectively
• Strong attention to detail and process adherence in results-driven environments
• Ability to learn new technologies and apply them effectively
• Systematic problem-solving skills and team collaboration abilities
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, Outlook