Technical Service Manager

JR United Kingdom; West Midlands Combined Authority; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading technology company seeks a Technical Service Manager to oversee support services and ensure SLA compliance. The role involves managing incident responses and collaborating with teams to enhance service delivery and performance. Ideal candidates will have significant experience in technical application management and strong problem-solving skills.

Qualifications

• Requires at least 4 years managing complex technical applications.
• Experience with JD Edwards ERP or similar is preferable.
• Proven ability to learn new technologies quickly.

Responsibilities

• Support Service Delivery Managers in managing support services.
• Oversee incident management, including P1 incidents.
• Drive service improvement initiatives.

Skills

Communication

Analytical skills

Problem-solving

Detail-oriented

Team collaboration

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office suite

Job description

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Technical Service Manager, West Midlands

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EU work permit required:

Yes

Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

Job Description:

Redfaire is a fast-growing, international technology company headquartered in Limerick, Ireland. We implement, optimise, and support 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 costs. We are problem solvers and trusted advisors committed to developing long-term partnerships with our customers across various industries, from multinationals to SMBs, leveraging technology for competitive advantage.

Role Overview:

Reporting to the Technical Manager, the Technical Service Manager (TSM) will collaborate with Service Delivery Managers to ensure SLA compliance, build dedicated support teams based on technical and service needs, and participate in onboarding new customers. The TSM will also be involved in incident management, including P1 incidents, and may work remotely or on-site within the UK, Ireland, or Europe.

Responsibilities:

• Support SDMs in managing support services to meet SLAs
• Participate in Service Review Meetings as required
• Perform incident management roles during P1 incidents and on a duty rota
• Oversee RCAs and implement preventative measures
• Collaborate with Technical Resource Managers for support team setup
• Assist in planning customer onboarding
• Support technical issue resolution and escalate incidents as needed
• Drive service improvement initiatives and process enhancements
• Stay updated on current technologies and source training
• Manage new tools, automation, and updates
• Identify cost-saving and revenue-increasing opportunities with CSMs & SDMs
• Coordinate patching and maintenance schedules
• Represent client needs at weekly CAB meetings
• Support presales activities, including information requests and end-of-life planning for Oracle software

Candidate Skills & Qualifications:

• Bachelor's degree or equivalent experience in a relevant field
• At least 4 years in managing complex, business-critical technical applications, preferably JD Edwards ERP or similar
• Excellent communication skills in English, with strong analytical and problem-solving abilities
• Detail-oriented with experience working in result-driven environments
• Ability to learn new technologies quickly and apply them
• Systematic problem-solving skills and team collaboration experience
• Proficiency in Microsoft Office suite