Technical Service Manager

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

Job summary

A leading technology company is seeking a Technical Service Manager to oversee customer support teams and ensure SLA compliance. The role involves managing complex technical application delivery and collaborating with various teams to improve service quality. This full-time, permanent position is suitable for candidates who can work onsite and remotely.

Qualifications

• 4+ years managing complex technical application delivery, preferably with JD Edwards ERP.
• Excellent English communication skills, both oral and written.
• Proven problem-solving abilities in complex environments.

Responsibilities

• Support SDMs in managing support services according to SLAs.
• Act as Incident Manager for P1 incidents and oversee new customer onboarding.
• Implement service improvements and manage completion of RCAs.

Skills

Communication

Problem Solving

Attention to Detail

Teamwork

Analytical Skills

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

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Redfaire is a fast-growing, international technology company headquartered in Limerick, Ireland. Redfaire specializes in implementing, optimizing, and supporting 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 partnerships with our customers across various industries, from multinationals to SMBs. Our clients share a strategic use of technology to build sustainable competitive advantages.

Description:

Reporting to the Technical Manager, the Technical Service Manager (TSM) will work closely with Service Delivery Managers to ensure 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 oversee new customer onboarding, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role involves participating in a Duty Manager rota and acting as Incident Manager for P1 incidents.

This is a full-time, permanent position that 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 successful candidate must be able to work both onsite at customer locations and remotely as part of a team.

Responsibilities:

• Support SDMs in managing support services according to contracted SLAs
• Participate in Service Review Meetings organized by SDMs when required
• Engage in Duty Manager rotations and serve as Incident Manager for P1 incidents
• Manage the completion and publication of RCAs and ensure preventative actions are implemented
• Collaborate with Technical Resource Managers to assemble support teams tailored to customer environments
• Coordinate with GS & PS for customer onboarding planning
• Assist consultants with technical issue resolution and serve as an escalation point for incidents and tasks
• Implement service improvement initiatives and contribute to process enhancements
• Stay updated on current trends and technologies; source necessary training
• Manage the introduction of new workflows, automation, and tools
• Work with 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
• Support presales activities by managing information requests such as tool releases and software end-of-life notices

Candidate Skillset:

• Bachelor's degree preferred in a relevant field or equivalent experience
• At least 4 years of experience in managing complex, business-critical technical application delivery, preferably 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 technical environments. Ability to work with remote and onsite teams is essential.
• Strong attention to detail, following defined processes, and experience in result-driven environments
• Ability to learn new technologies quickly and apply them effectively
• Systematic approach to problem resolution and effective teamwork skills
• Proficiency with Microsoft Office products such as Word, Excel, PowerPoint, and Outlook