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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 committed to developing long-term, mutually beneficial partnerships with our customers. Our customers operate across various industries, from large multinationals to ambitious SMBs, all sharing a strategic focus on leveraging technology for sustainable competitive advantage.
Description:
Reporting to the Technical Manager, the Technical Service Manager (TSM) will collaborate closely with Service Delivery Managers to ensure SLA compliance. They will work with Technical Resource Managers to build dedicated support teams tailored to customer technical environments and service needs. The TSM will also oversee new customer onboarding, ensuring support teams are prepared and capacity is sufficient to maintain service quality. Additionally, the TSM is expected to participate in a Duty Manager rota and serve as Incident Manager for P1 incidents.
This is a full-time, permanent role that 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 capable of working both onsite with customers and remotely as part of a team.
Responsibilities:
* Support SDMs in managing support services to meet contracted SLAs
* Participate in Service Review Meetings organized by SDMs as needed
* Join the Duty Manager rota and 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 assemble support teams based on technical and service requirements
* Coordinate with GS & PS to plan customer onboarding
* Assist consultants with technical issue resolution and serve as an escalation point for support incidents
* Implement service improvement initiatives and contribute to process enhancements
* Stay updated on current trends and technologies, sourcing training when necessary
* Manage the introduction of new workflows, automation, and tools
* Work with CSMs & SDMs to identify opportunities for cost reduction and increased gross margin
* Oversee patching and maintenance schedules
* Represent client needs at weekly Change Advisory Board (CAB) meetings
* Support presales activities, including information requests about tools and software end-of-life issues
Candidate Skillset
* Bachelor's degree in a relevant field or equivalent experience preferred
* At least 4 years’ experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies
* Excellent oral and written communication skills in English, with proven analytical and problem-solving abilities in complex technical environments. Ability to work with remote and onsite teams is essential.
* Strong attention to detail and adherence to defined processes, with experience in result-driven environments
* Ability to learn new technologies and apply them effectively
* A systematic approach to problem-solving and ability to work collaboratively within a team
* Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
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