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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 collaborate with Technical Resource Managers to build dedicated support teams tailored to customer needs based on technical environment and service requirements. The TSM will be involved in onboarding new customers, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role includes participating in a Duty Manager rota and acting as Incident Manager for P1 incidents.
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 successful candidate should be able to work both onsite at customer locations and remotely as part of a team.
Responsibilities:
* Support SDMs in managing support services to meet SLA commitments.
* Participate in Service Review Meetings organized by SDMs when required.
* Take part in Duty Manager rotations and serve as Incident Manager for P1 incidents.
* Manage the completion and publication of Root Cause Analyses (RCAs) and ensure preventative actions are implemented.
* Collaborate with Technical Resource Managers to assemble dedicated support teams for clients based on technical and service needs.
* Coordinate with GS & PS teams to plan customer onboarding processes.
* Assist consultants with technical issue resolution and serve as an escalation point for support incidents and tasks.
* Implement service improvement initiatives and contribute to process design and execution.
* Stay updated on current trends and technologies, sourcing training as necessary.
* Manage the introduction of new ways of working, automation, and tools.
* Work with CSMs & SDMs to identify opportunities for cost reduction and profit increase.
* Oversee 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 in a relevant field or equivalent experience is preferred.
* At least 4 years of experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies.
* Excellent communication skills in English, both oral and written, with strong analytical and problem-solving abilities in complex technical environments. Ability to work effectively with remote and in-office teams.
* Strong attention to detail, following established processes, and experience working in result-driven environments.
* Ability to quickly learn and apply new technologies.
* Systematic approach to problem resolution and effective team collaboration skills.
* Proficiency with Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.
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