Technical Operations Manager

Spherica; Birmingham; Hybrid; GBP 37,000 - 41,000; Full time

Job summary

A leading IT Managed Service Provider is seeking a Technical Operations Manager to oversee key elements of managed support services. This role requires extensive experience in similar positions and a strong ability to manage technical teams and customer relationships. The position offers hybrid work opportunities and a comprehensive benefits package including 22 days holiday, wellness services, and enhanced parental leave policies.

Benefits

22 days holiday

Additional birthday day off

Recruitment Referral Incentive

Enhanced Paternity Pay

Wellbeing services

Qualifications

• Extensive experience in similar roles, preferably in an infrastructure outsourcing environment.
• Exceptional leadership and team management skills.
• Proven ability to handle technical issues and escalations.

Responsibilities

• Ensure tasks are delegated efficiently to technical engineers.
• Act as the primary escalation contact for the customer.
• Support Service & Technical Management teams in driving continuous improvements.

Skills

Leadership

Customer relationship management

Technical issue resolution

Process documentation

Team management

Education

ITIL Qualified

Tools

ServiceNow

ManageEngine

Microsoft Intune

Azure

AWS

Job description

Overview

Job Title: Technical Operations Manager

Employment Type: Full-time, Permanent - 37.5 hours per week, Mon-Fri, 7.5 hour days on a rotation basis between 7:00 and 19:00.

Location: Hybrid/Remote. Duties are generally carried out remotely, with occasional travel to customer sites as required (London/Birmingham/Walsall).

Salary: £37K-£41K DOE

Start Date: Q3/4 2025

We are an Automation and Innovation IT Managed Service Provider focused on pushing boundaries in technology. As an Automation First IT company, we deliver excellence in IT automation, problem solving, and programming, while empowering customers to suggest new ways of working. This is an opportunity to join a rapidly growing company delivering IT managed services and automation solutions across a wide range of business sectors.

As a Technical Operations Manager (TOM) on working days, you will be an integral part of a specialist technical team, personally responsible for delivering key elements of a managed support service for a high-profile client. The role offers a chance to build on a strong technical background and gain practical experience with innovative IT solutions and services.

Responsibilities

As the TOM, you will:

• Be responsible for ensuring tasks are delegated efficiently to technical engineers, with clear deadlines and regular progress updates communicated to the Service & Operational Management teams.
• Act as the primary escalation contact both internally and for the customer, ensuring SLAs are met and managing the impact of changes to the customer environment and service volumes.
• Support Service & Technical Management teams in driving continuous improvements to the customer’s infrastructure, ensuring adherence to contractual obligations, and promptly resolving technical issues and escalations to maintain customer satisfaction.

Requirements

To be successful in this role you should have:

• Extensive experience in similar roles, preferably in an infrastructure outsourcing environment.
• Experience managing customer relationships and performance management.
• Exceptional leadership and team management skills.
• Proven ability to handle technical issues and escalations.
• Experience in creating high-quality process documentation.
• ITIL Qualified.

Desirable experience

• Experience with ITSM platforms such as ServiceNow and ManageEngine.
• Strong knowledge of ITIL framework and best practices.
• Experience in planning and managing team resources.
• Understanding of IT Infrastructure, Networking, and Security principles.
• Experience with Microsoft Intune, Azure, AWS, and Windows desktop operating systems.

Benefits

At Spherica, we believe that a connected team is a successful team. We champion a Modern Workplace where technology, innovation, and collaboration come together to create an environment that works for everyone. We prioritise wellbeing and personal development, and regularly review our offerings to ensure they remain relevant. Our current benefits package is designed to provide real value and reflect our commitment to a rewarding and supportive workplace.

• 22 days holiday (basic)
• Additional birthday day off
• Additional holiday day for each service year after year 2, up to 30 days
• £20 Birthday Voucher
• Purchase of additional pension contributions (salary sacrifice)
• Recruitment Referral Incentive (£200-£500 reward depending on level of role) for recommending a friend - T&C apply
• Expensed eye tests
• Expensed flu vaccinations for onsite workers
• Spherica Wellbeing Services including an Employee Assist Program, Gym & Active discounts, retail discounts and salary sacrifice schemes (Cycle to Work, Purchase of Leave)
• Enhanced Paternity Pay
• Enhanced Maternity Pay (2 years of service required)