Technical Services Director

3 days ago


Nottingham, Nottingham, United Kingdom Redfaire Full time
Job Overview

We are seeking an experienced Technical Service Manager to join our team at Redfaire, a fast-growing international technology company based in Ireland. As a key member of our technical support team, you will play a crucial role in ensuring the delivery of high-quality services to our customers.

About the Role

The successful candidate will be responsible for managing the technical support service to meet contracted Service Level Agreements (SLAs). This will involve working closely with our Service Delivery Managers to ensure that all support activities are carried out efficiently and effectively.

You will also be involved in the planning and execution of new customer onboarding, ensuring that our technical support teams are adequately prepared to meet the needs of our clients. Additionally, you will 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 or based in our Shared Service Centre in Limerick. Candidates from European time zones may also be considered.

The successful candidate will need to have strong communication and problem-solving skills, as well as the ability to work both on-site and remotely. A bachelor's degree in a relevant field or equivalent experience is preferred.

Responsibilities
  1. Manage the technical support service to meet contracted SLAs
  2. Participate in Service Review Meetings and contribute to the development of improvement plans
  3. Perform Incident Manager role on P1 incidents and ensure timely resolution
  4. Work with Technical Resource Managers to build dedicated support teams for customers
  5. Collaborate with Sales and Presales teams to identify opportunities for cost reduction and increased revenue growth
Requirements
  • Bachelor's degree in a relevant field or equivalent experience
  • Minimum 4 years' experience in complex technical application delivery management roles, preferably with JD Edwards ERP or similar technologies
  • Strong oral and written communication skills in English and analytical and problem-solving skills in complex technical environments
  • Ability to work with a mix of remote and office-based resources
  • Demonstrated ability to learn new technologies and apply them effectively

Estimated Salary: €60,000 - €80,000 per annum



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