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- Tasks: Manage support services, onboard new customers, and ensure service quality.
- Company: Join Redfaire, a fast-growing tech company transforming businesses with Oracle ERP solutions.
- Benefits: Enjoy remote work options, flexible hours, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values innovation and problem-solving in a collaborative culture.
- Qualifications: Bachelor's degree or equivalent experience; 4+ years in managing technical applications required.
- Other info: Work from home or our Limerick centre; candidates from European time zones 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 SLA compliance. They will collaborate with Technical Resource Managers to build dedicated support teams based on technical environment & service requirements. The TSM will also be involved in onboarding new customers, ensuring support teams are prepared and capacity is sufficient to maintain service quality. Participation in a Duty Manager rota and incident management on P1 incidents is required. This is a full-time, permanent role, which 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.
Responsibilities:
- Support SDMs in managing support services to meet SLAs
- Participate in Service Review Meetings as needed
- Perform Duty Manager duties and act as Incident Manager during P1 incidents
- Manage RCAs and ensure preventative actions are implemented
- Collaborate with Technical Resource Managers to build support teams
- Assist in planning customer onboarding with GS & PS
- Support technical consultants and act as escalation point
- Implement service improvement initiatives
- Stay updated on current trends and technologies
- Manage new tools, automation, and processes
- Identify opportunities to reduce costs and increase GM
- Manage patching and maintenance calendars
- Represent client needs at weekly CAB meetings
- Support presales activities, such as information requests regarding tools and software lifecycle
Candidate Skillset:
- Bachelor's degree in a relevant field or equivalent experience
- At least 4 years of experience in managing complex, business-critical technical applications, preferably JD Edwards ERP or similar
- Strong communication skills in English, with proven analytical and problem-solving abilities
- Ability to work with remote and office-based teams
- Detail-oriented with experience following defined processes
- Able to learn and apply new technologies
- Systematic problem resolution skills and team collaboration
- Proficiency in Microsoft Office products
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 specifically, as this role requires managing complex technical applications. Understanding these systems will not only help you in interviews but also demonstrate your commitment to the role.
✨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.
✨Tip Number 3
Prepare to discuss your experience with SLA compliance and incident management. Be ready to share specific examples of how you've successfully managed support services and resolved critical incidents in the past.
✨Tip Number 4
Stay updated on the latest trends in technology and service improvement initiatives. Being knowledgeable about current industry practices will show your proactive approach and readiness to contribute to Redfaire's goals.
We think you need these skills to ace Technical Service Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Technical Service Manager position. Familiarise yourself with Redfaire's services and how they implement Oracle ERP solutions.
Tailor Your CV: Customise your CV to highlight relevant experience, particularly in managing technical applications and working with support teams. Emphasise your problem-solving skills and any experience with JD Edwards ERP or similar systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and your ability to manage complex technical environments. Mention specific examples of how you've successfully met SLAs or improved service delivery in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at JR United Kingdom
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Technical Service Manager. Familiarise yourself with SLA compliance, incident management, and customer onboarding processes, as these will likely be key discussion points during your interview.
✨Showcase Your Experience
Prepare to discuss your previous experience managing complex technical applications, especially if you have worked with JD Edwards ERP or similar systems. Be ready to provide specific examples of how you've successfully handled incidents or improved service delivery.
✨Demonstrate Problem-Solving Skills
Since the role involves systematic problem resolution, think of scenarios where you've effectively solved technical issues. Highlight your analytical skills and how you collaborate with teams to implement solutions.
✨Stay Updated on Industry Trends
Research current trends and technologies relevant to the role. Being knowledgeable about new tools and automation can set you apart from other candidates and show your commitment to continuous improvement in service delivery.
