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Technical Service Manager, Stoke-on-Trent
Client:
Location: Stoke-on-Trent, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views:
14
Posted:
28.06.2025
Expiry Date:
12.08.2025
Job Description:
Redfaire is a fast-growing, international technology company headquartered in Limerick, Ireland. We implement, optimize, and support users of Oracle ERP. Our goal is to transform our clients' business operations by developing and implementing IT solutions that create value, drive innovation, and reduce costs. We are problem solvers and trusted advisors committed to long-term partnerships with our customers across various industries, from multinationals to SMBs. Our clients leverage technology strategically to build sustainable competitive advantages.
Position Overview:
The Technical Service Manager (TSM), reporting to the Technical Manager, collaborates with Service Delivery Managers to ensure SLA compliance. They work with Technical Resource Managers to build support teams tailored to customer technical environments and service needs. The TSM also participates in onboarding new clients, ensuring support teams are prepared and capacity is sufficient to maintain service quality. Additionally, the TSM takes part in a Duty Manager rota and acts as Incident Manager for P1 incidents.
This is a full-time, permanent role that can be home-based in the UK/Ireland or located at our Shared Service Centre in Limerick. Candidates from European time zones are also considered. The role requires flexibility to work both on-site and remotely.
Key Responsibilities:
* Support SDMs in managing support services to meet SLA commitments
* Participate in Service Review Meetings as needed
* Perform Duty Manager duties and act as Incident Manager during P1 incidents
* Manage RCAs and ensure preventative measures are implemented
* Collaborate with Technical Resource Managers to build dedicated support teams
* Assist in planning customer onboarding with GS & PS teams
* Support technical consultants and serve as escalation point for incidents
* Implement and support service improvement initiatives
* Stay updated on current trends and technologies; source training as needed
* Manage deployment of new workflows, automation, and tools
* Work with CSMs & SDMs to identify cost reduction and revenue growth opportunities
* Oversee patching and maintenance schedules
* Represent client needs at weekly CAB meetings
* Support presales activities, including information requests related to tools and software lifecycle management
Candidate Requirements:
* Bachelor's degree or equivalent experience in a relevant field
* At least 4 years of experience 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 in complex environments
* Ability to work with remote and on-site teams effectively
* Detail-oriented with proven process adherence and results-driven mindset
* Quick learner with the ability to adapt to new technologies
* Systematic problem-solving approach and team collaboration skills
* Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
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