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Service Delivery Manager

Redfaire is Recruiting a Service Delivery Manager

Redfaire is a fast-growing, international technology company headquartered in Limerick City. Redfaire implements, optimises and supports users of Oracle ERP. Our goal is to transform the way our customers 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 
 


Description

As a Service Delivery Manager working as part of the Redfaire Global Support team and reporting to the Service Delivery Director, your role will focus on ensuring our customers are satisfied with the company’s service, by providing frequent and relevant communications, tracking issues and meeting service metrics (SLA’s). You will work with a global team of professional application and technical support consultants, providing guidance and work prioritisation.

The role requires someone who can keep a positive relationship with customers and employees alike, meet deadlines, provide leadership, stay organised, manage conflict and be creative, finding ways to improve our customers’ and employees’ experiences.

The candidate should have excellent verbal & written communication skills in English  & proven analytical &problem-solving skills in a complex technical environment. The candidate will also need the ability to work with a mix of remote and office-based resources.


Responsibilities: 

  • Work with the Service Delivery and Professional Services to:
    •  Meet with and plan customer service on-boarding.
    • Oversee team members’ work performance.
    • Offer guidance and advice.
    • Provide feedback to management.
    • Support the team when new processes are being rolled out.
    • Develop and implement continual improvement programmes.
  • Liaise with support consultants and other internal departments including the technical, functional support and development teams.
  • Drive operational excellence: guide the team’s efforts to ensure the right processes are being utilized in the right manner. Make decisions and recommendations when faced with operational difficulties.
  • Project Management: Help to plan, design and execute:
    • New operational processes in support of new customers.
    • Process improvements.
  • Develop industry knowledge: keeping the team abreast of current trends and technologies and sourcing training where necessary.
  • Plan and communicate resource cover to ensure continued support in case of absence (planned and unplanned).
  • Help with the selection of new Technical resources. 
  • Ensure ISO27001 / GDPR compliance.


Qualifications 

  • Relevant 3rd level qualification or equivalent.
  • At least 5 years’ experience of working in a senior service delivery role.
  • Have demonstrated leadership qualities: honesty, commitment, empathy, innovation, empowerment, communicator, accountability etc.
  • Excellent communication skills, both verbal & written.
  • Proven analytical skills.
  • Systematic approach to problem resolution.
  • Proven ability to be adaptable and to respond to constantly changing demands.
  • Ability to work under pressure, take leadership & to prioritise workloads.
  • Recognise the importance of customer service and strive to deliver high standards.
  • Working knowledge of Microsoft products such as Word, Excel, Powerpoint, Outlook.  
  • Knowledge of ERP systems in general would be desirable but not essential.
     

Details

  • Job: Service Delivery Manager
  • Type: Full-time, Permanent 
  • Location: Home Office and /or Limerick, Ireland
     

How to Apply

Please send your CV to careers@redfaire.com

Next Steps
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