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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 for customers 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. The role requires participation in a Duty Manager rota and performing Incident Manager duties during P1 incidents.
This is a full-time permanent role, which can be home-based in the UK/Ireland or located at our Shared Service Centre in Limerick. Candidates from European time zones may also be considered.
The successful candidate should be able to work both on-site with customers 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 as needed
* Join the Duty Manager rota & act as Incident Manager for P1 incidents
* Manage the completion and publication of RCAs and ensure preventative measures are implemented
* Collaborate with Technical Resource Managers to build dedicated support teams based on technical and service needs
* Coordinate with GS & PS for customer onboarding planning
* Assist consultants with technical issue resolution and serve as an escalation point for support incidents/tasks
* Implement service improvements and contribute to process design and execution
* Stay updated on current trends and technologies; source training when necessary
* Oversee the introduction of new workflows, 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 providing information on tools, releases, and software end-of-life considerations
Candidate Skillset
* Bachelor's degree preferred in a relevant field or equivalent experience
* Minimum 4 years’ experience in managing complex, business-critical technical applications, ideally JD Edwards ERP or similar technologies
* Excellent communication skills in English, with proven analytical and problem-solving abilities in complex technical environments; ability to work with remote and onsite resources
* Strong attention to detail, following defined processes, and experience in result-driven environments
* Ability to learn new technologies and apply them effectively
* Systematic approach to problem resolution and effective team collaboration skills
* Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
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