Technical Service Manager

JR United Kingdom; Warrington; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading technology company is seeking a Technical Service Manager in Warrington to enhance support services and ensure SLA compliance. The role involves managing teams, participating in Duty Manager rotas, and delivering service improvement initiatives while requiring strong communication and analytical skills. Candidates must have a Bachelor's degree and extensive experience in managing technical applications, ideally with JD Edwards ERP.

Qualifications

• 4+ years of experience managing complex technical applications.
• Ability to quickly learn and apply new technologies.
• Detail-oriented with a proven track record of following processes.

Responsibilities

• Support SDMs in managing the support service to meet SLA requirements.
• Participate in Duty Manager rota & perform Incident Manager role during P1 incidents.
• Manage patching and maintenance schedules.

Skills

Communication

Analytical skills

Problem-solving

Collaboration

Education

Bachelor's degree in a relevant field

Tools

Microsoft Office

JD Edwards ERP

Job description

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Technical Service Manager, Warrington, Cheshire

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EU work permit required:

Yes

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Job Views:

5

Posted:

31.05.2025

Expiry Date:

15.07.2025

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Job Description:

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 & service requirements. The TSM will also be involved in new customer onboarding, 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 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 should be able to work both on customer sites and remotely.

Responsibilities:

• Support SDMs in managing the support service to meet SLA requirements.
• Participate in Service Review Meetings organized by SDMs.
• Take part in Duty Manager rota & perform Incident Manager role during P1 incidents.
• Manage the completion and publication of RCAs and ensure preventative actions are implemented.
• Work with Technical Resource Managers to build support teams based on technical and service needs.
• Coordinate with GS & PS for customer onboarding planning.
• Support consultants with technical issue resolution and escalate incidents when necessary.
• Implement and support service improvement initiatives and process enhancements.
• Stay updated on current trends and technologies, sourcing training as needed.
• Manage the introduction of new workflows, automation, and tools.
• Collaborate with CSMs & SDMs to identify cost reduction and revenue increase opportunities.
• Oversee patching and maintenance schedules.
• Represent client needs at weekly Change Advisory Board 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.
• At least 4 years of experience managing complex, business-critical technical applications, preferably with JD Edwards ERP or similar.
• Excellent communication skills in English, with strong analytical and problem-solving abilities in complex technical environments.
• Detail-oriented with a proven track record of following processes and delivering results.
• Ability to quickly learn and apply new technologies.
• Systematic approach to problem resolution and effective team collaboration.
• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, Outlook.