Technical Service Manager

Social network you want to login/join with: Technical Service Manager, Luton, Bedfordshire Client: Location: Luton, Bedfordshire, United Kingdom Job Category: Other – 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. 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 work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements. They will also be involved with new customer onboarding, ensuring that the technical support teams are ready and that there is sufficient capacity so as not to impact general service delivery. The TSM is required to participate in a Duty Manager rota and perform an Incident Manager role on P1 incidents. This is a full-time permanent role which may be home based in the UK/Ireland or within our Shared Service Centre in Limerick. Candidates from European timezones may also be considered. The successful candidate will also need the ability to work both on a customer site and as part of a remote team. Responsibilities: Support SDMs in managing the support service to the contracted SLA Participate in Service Review Meetings organized by SDMs Participate in Duty Manager rota & perform Incident Manager role on P1 incidents Manage completion and publication of RCAs and ensure preventative actions are implemented Work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements Work with GS & PS to plan customer onboarding Support consultants on technical issue resolution and act as an escalation point for technical support incidents / tasks Implement service improvement initiatives and help to plan, design and execute process improvements Stay updated on current trends and technologies & source training where necessary Manage the introduction of new WoW / automation / new tools Work with CSMs & SDMs to identify opportunities for customers to reduce costs and increase GM Manage Patching/Maintenance calendars Represent client needs at the weekly CAB (Change Advisory Board) Support presales requests for information e.g. Tools Release, Oracle software end of life. Candidate Skillset Bachelor\’s degree preferred in a relevant field or equivalent experience Minimum 4 years’ experience in complex, business-critical technical application delivery management role, ideally with JD Edwards ERP or similar technologies Strong oral and written communication skills in English & proven analytical and problem-solving skills in a complex technical environment. Ability to work with remote and office-based resources. Strong detail orientation with the ability to follow defined processes and experience working in result-driven environments. Demonstrated ability to learn new technologies and apply them effectively. Systematic approach to problem resolution and ability to work effectively within a team. Strong working knowledge of Microsoft Office products such as Word, Excel, PowerPoint, Outlook. #J-18808-Ljbffr