Technical Service Manager

Redfaire; United Kingdom; Remote; GBP 45,000 - 70,000; Full time

Job summary

An innovative technology company is seeking a Technical Service Manager to enhance service delivery and manage customer support teams. In this dynamic role, you will collaborate closely with Service Delivery Managers to ensure compliance with service level agreements while leading onboarding initiatives for new clients. The ideal candidate will possess strong problem-solving skills and a proven track record in technical application management. This position offers the flexibility of remote work or a base in Limerick, Ireland, making it an exciting opportunity for those looking to make a significant impact in a fast-paced environment.

Qualifications

• 4+ years in technical application delivery management, ideally with JD Edwards ERP.
• Strong communication skills and ability to work with remote teams.

Responsibilities

• Manage support service to meet contracted SLA requirements.
• Participate in Duty Manager rota and manage P1 incidents.
• Support onboarding and build dedicated customer support teams.

Skills

Technical Application Delivery Management

Analytical Skills

Problem Solving

Communication Skills

Microsoft Office Suite

Education

Bachelor's Degree in Relevant Field

Tools

JD Edwards ERP

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

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 work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements They will also be involved with new customer onboarding, ensuring that the technical support teams are ready and that there is sufficient capacity so as not to impact general service delivery. The TSM is required to participate in a Duty Manager rota and perform an Incident Manager role on P1 incidents.

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

The successful candidate will also need the ability to work both on a customer site and as part of a remote team.

Responsibilities:

• Support SDMs in managing the support service to the contracted SLA
• When required, participate in Service Review Meetings organised by SDMs
• Participate in Duty Manager rota & perform Incident Manager role on P1 incidents
• Manage completion and publication of RCAs and ensure preventative actions are implemented
• Work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements
• Work with GS & PS to plan customer on boarding
• Support consultants on technical issue resolution and act as an escalation point for technical support incidents / tasks
• Implement service improvement initiatives and help to plan, design and execute process improvements
• Keep abreast of current trends and technologies & source training where necessary
• Manage the introduction of New WoW / automation / new tools
• Work with CSMs & SDMs to identify opportunities for customers to reduce costs and increase GM
• Manage Patching/Maintenance (calendars)
• Represent client needs at the weekly CAB (Change Advisory Board)
• Presales support to manage requests for information e.g. Tools Release, Oracle software end of life.

Candidate Skillset

• Bachelor's degree preferred in a relevant field or equivalent experience
• Minimum 4 years’ experience in complex, business critical technical application delivery management role, ideally with JD Edwards ERP or similar technologies
• Strong oral and written communication skills in English & proven analytical and problem solving skills in a complex technical environment. The candidate will also need the ability to work with a mix of remote and office-based resources.
• Strong detail orientation with the ability to follow defined processes and proven experience of working in a result driven environment.
• Have demonstrated an ability to learn new technologies and apply them.
• Systematic approach to problem resolution and a demonstrated ability to work effectively with and assist others in a team environment
• Strong working knowledge of Microsoft products such as Word, Excel, Powerpoint, Outlook.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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