Technical Service Manager

JR United Kingdom; United Kingdom; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Technical Service Manager to enhance service delivery and support for critical technical applications. This role involves collaborating with various teams to ensure efficient service management, driving process improvements, and managing client needs effectively. The ideal candidate will have a strong background in ERP systems, particularly JD Edwards, and possess excellent communication and analytical skills. Join a dynamic team dedicated to transforming client operations and delivering exceptional service in a fast-paced environment.

Qualifications

• 4+ years managing complex technical applications, ideally with JD Edwards ERP.
• Excellent English communication and analytical skills.

Responsibilities

• Support Service Delivery Managers in managing support services to meet SLAs.
• Implement service improvement initiatives and manage new tools.

Skills

JD Edwards ERP

Analytical Skills

Problem-Solving

Communication Skills

Attention to Detail

Teamwork

Learning New Technologies

Education

Bachelor's Degree in Relevant Field

Tools

Microsoft Office Suite

Job description

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Technical Service Manager, United Kingdom

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EU work permit required:

Yes

Job Views:

4

Posted:

08.05.2025

Expiry Date:

22.06.2025

Job Description:

Redfaire is a fast-growing, international technology company headquartered in Limerick, Ireland. We implement, optimize, and support users of Oracle ERP. Our goal is to transform how our clients do business by developing and implementing IT solutions that create value, drive innovation, and reduce costs. We are problem solvers and trusted advisors, committed to developing long-term, mutually beneficial partnerships with our customers across various industries, from large multinationals to SMBs. Our clients share a strategic focus on technology to build sustainable competitive advantages.

Responsibilities:

• Support Service Delivery Managers (SDMs) in managing support services to meet SLAs.
• Participate in Service Review Meetings organized by SDMs.
• Join the Duty Manager rota and perform Incident Manager duties during P1 incidents.
• Manage the completion and publication of Root Cause Analyses (RCAs) and ensure preventative actions are implemented.
• Collaborate with Technical Resource Managers to build dedicated support teams based on technical environment and service needs.
• Assist in planning customer onboarding with GS & PS teams.
• Support consultants with technical issue resolution and serve as an escalation point for technical incidents.
• Implement service improvement initiatives and help plan, design, and execute process improvements.
• Stay updated on current trends and technologies, sourcing training as needed.
• Manage the introduction of new ways of working, automation, and tools.
• Work with Customer Service Managers (CSMs) & SDMs to identify opportunities for cost reduction and increased gross margin.
• Oversee patching and maintenance schedules.
• Represent client needs at weekly Change Advisory Board (CAB) meetings.
• Provide presales support for information requests, such as tool releases and Oracle software end-of-life management.

Candidate Skillset:

• Bachelor's degree or equivalent experience in a relevant field preferred.
• At least 4 years' experience in managing complex, business-critical technical applications, ideally with JD Edwards ERP or similar technologies.
• Excellent communication skills in English, both oral and written, with proven analytical and problem-solving abilities in complex environments. Ability to work remotely and on-site.
• Strong attention to detail, following defined processes, and experience in result-driven environments.
• Ability to learn new technologies and apply knowledge effectively.
• Systematic approach to problem resolution and teamwork skills.
• Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook).