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- Tasks: Manage technical support teams and ensure service quality for clients.
- Company: Join Redfaire, a dynamic tech company transforming businesses with Oracle ERP solutions.
- Benefits: Enjoy remote work flexibility and a collaborative team environment.
- Why this job: Be part of a fast-growing company that values innovation and problem-solving.
- Qualifications: Bachelor's degree preferred; 4 years in technical application delivery required.
- Other info: Work from home or our Limerick office; European time zone candidates welcome.
The predicted salary is between 36000 - 60000 £ per year.
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.
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 and 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 requires participation in a Duty Manager rota and performing incident management for P1 incidents. This is a full-time, permanent role 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 candidate should be able to work both on customer sites and remotely as part of a team.
Responsibilities:
- Support SDMs in managing support services to meet SLAs
- Participate in Service Review Meetings organized by SDMs when required
- Participate in Duty Manager rota and perform Incident Manager role during P1 incidents
- Manage the completion and publication of RCAs and ensure preventive actions are implemented
- Collaborate with Technical Resource Managers to build dedicated support teams based on technical and service needs
- Assist in planning customer onboarding with GS & PS
- Support technical consultants in issue resolution and act as an escalation point for incidents and tasks
- Implement service improvement initiatives and assist in planning, designing, and executing process improvements
- Stay updated on current trends and technologies; source training as needed
- Manage the introduction of new ways of working, automation, and tools
- Work with CSMs & SDMs to identify opportunities for cost reduction and increased gross margin
- Manage patching and maintenance schedules
- Represent client needs at weekly Change Advisory Board (CAB) meetings
- Support presales activities by managing requests for information such as tool releases and Oracle 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
- Strong 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 on-site teams is essential
- Attention to detail with the ability to follow defined processes and work in a results-driven environment
- Ability to learn new technologies quickly and apply them effectively
- Systematic approach to problem resolution and ability to work collaboratively in a team
- Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook
Technical Service Manager employer: JR United Kingdom
Contact Detail:
JR United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Service Manager
✨Tip Number 1
Familiarise yourself with Oracle ERP and JD Edwards technologies, as these are crucial for the Technical Service Manager role. Understanding the intricacies of these systems will not only help you in interviews but also demonstrate your commitment to the position.
✨Tip Number 2
Network with current or former employees of Redfaire on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview process.
✨Tip Number 3
Prepare to discuss your experience in managing complex technical application delivery. Be ready to share specific examples of how you've successfully handled incidents and improved service delivery in previous roles.
✨Tip Number 4
Stay updated on the latest trends in technology and service management. Being knowledgeable about current innovations can set you apart from other candidates and show that you're proactive about your professional development.
We think you need these skills to ace Technical Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing technical application delivery, especially with ERP systems like JD Edwards. Use specific examples to demonstrate your problem-solving skills and ability to work in complex environments.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with Redfaire's goals of transforming business through technology. Be sure to include your experience with service level agreements and incident management.
Showcase Communication Skills: Since strong communication skills are essential for this role, consider including examples in your application that demonstrate your ability to communicate effectively with both technical teams and clients. This could be through previous roles or specific projects.
Highlight Continuous Learning: Mention any recent training or certifications related to new technologies or process improvements. Redfaire values staying updated on current trends, so showcasing your commitment to continuous learning will strengthen your application.
How to prepare for a job interview at JR United Kingdom
✨Understand the Role
Make sure you have a clear understanding of the Technical Service Manager role and its responsibilities. Familiarise yourself with the key tasks such as managing SLAs, incident management, and customer onboarding. This will help you articulate how your experience aligns with their needs.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex technical issues. Highlight your analytical skills and systematic approach to problem resolution, as these are crucial for the role.
✨Communicate Effectively
Strong communication skills are essential for this position. Practice articulating your thoughts clearly and concisely, both verbally and in writing. Be ready to discuss how you’ve collaborated with remote and on-site teams in previous roles.
✨Stay Updated on Industry Trends
Demonstrate your commitment to continuous learning by discussing recent trends or technologies relevant to Oracle ERP and service management. This shows that you are proactive and can bring valuable insights to the team.
