Technical Operations Manager

Spherica; United Kingdom; Remote; GBP 40,000 - 45,000; Full time

Job summary

An established industry player is seeking a Technical Operations Manager to lead a specialist team in delivering top-notch IT services. This role involves managing customer relationships, overseeing service delivery, and ensuring adherence to ITIL standards. You will play a key role in driving continuous improvements and handling technical escalations while working in a dynamic, remote environment. If you're passionate about technology and looking to make a significant impact in IT operations, this opportunity is perfect for you!

Benefits

22 days holiday basic

Additional birthday day off

Purchase of additional annual leave

Recruitment Referral Incentive

Expensed eye tests

Expensed flu vaccinations

Employee Assist Program

Business wide option of 4 day working week

Enhanced Paternity Pay

Enhanced Maternity Pay

Qualifications

• Extensive experience in technical operations and customer management.
• Strong leadership and team management skills are essential.

Responsibilities

• Oversee the delivery of IT services to customers and manage escalations.
• Ensure adherence to SLAs and drive continuous improvements.

Skills

Leadership Skills

Problem Solving

Customer Relationship Management

ITIL Service Management

Technical Issue Resolution

Education

ITIL Certification

Tools

ServiceNow

ManageEngine

Microsoft Intune

Azure

AWS

Job description

Job Title: Technical Operations Manager

Employment Type: Full-time, Permanent - initially 4 nights on, 4 nights off rotational schedule (7PM-7AM), moving to a DuPont rotational schedule, work including weekends and Bank Holidays.

Location: WFH/Remote

Salary: £40k-£45K DOE

Start Date: Q2 2025

We are an Automation and Innovation IT Managed Service Provider who strive to push the boundaries in technological capabilities.

As an Automation First IT company we deliver excellence in IT automation such as problem solving, programming languages and insist on giving our customers the freedom to suggest new ways of working.

As a Technical Operations Manager on nights, 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 will provide an opportunity to build on your strong technical background and to obtain practical experience of innovative IT solutions and services.

The Technical Operations Manager [TOM] will be primarily responsible for overseeing the successful delivery of IT services to Spherica's customers. This role requires high levels of gravitas and confidence in dealing with key stakeholders while owning and leading the customer engagement where necessary. In addition, this role will require a strong understanding in ITIL service management processes, possess good problem-solving skills and be able to demonstrate your ability to deliver successful IT services under pressure and on time.

As the TOM, you will be responsible for ensuring tasks are delegated efficiently to the technical engineers, with clear deadlines and progress regularly tracked and communicated to the Service & Operational Management teams. You will also act as the primary escalation contact both internally and for the customer, ensuring SLAs are met accordingly with the contracted service to avoid service credits but also manage the impact of changes to both the customer environment and volumes.

Moreover, the TOM will play a pivotal role in supporting Service & Operational Management teams with the driving of continuous improvements to the customer's Infrastructure, ensuring adherence to contractual obligations, and promptly resolving technical issues and escalations to maintain customer satisfaction.

The working schedule for this role consists of 4 nights on, 4 nights off on a rotational schedule (7PM-7AM), flexibility will be required to work on a DuPont rotational schedule to support the 24/7 operational model needs.

Requirements

To be successful within 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 understand the importance of employee satisfaction, so we use communication platforms such as Microsoft Teams to keep interactions across the business easy and fun but most of all efficient and effective in the Modern Workplace. We encourage our employees to suggest new ways of working that are in keeping with our Automation focused outlook as we apply what we promote to our customers to our own process and business functions. We also offer an array of benefits which are regularly reviewed to ensure we are as competitive as we can be and find the right mix that has something for everyone. Our current benefits package is:

• 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 annual leave (salary sacrifice)
• 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
• Employee Assist Program, Gym and Active discounts, employee 'Opt-IN' Visa 'Cash back' Pluxee Card
• All or part expensed contribution to home workers additional equipment - including company phone or contribution to personal phone bill.
• Business wide option of 4 day working week ('Opt-IN' required)
• Enhanced Paternity Pay
• Enhanced Maternity Pay - with 2 years' service

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management

Industries

IT Services and IT Consulting