Technical Operations Manager

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

Job summary

A growing IT managed services provider in the UK is seeking a Technical Operations Manager to lead a specialist technical team. This hybrid role involves managing customer relationships and ensuring service delivery excellence. The ideal candidate will have extensive experience in technical teams, strong leadership skills, and be ITIL qualified. Join us to contribute to innovative IT solutions while enjoying a benefits package including additional holidays and wellness services.

Benefits

22 days holiday basic

Birthday day off

Enhanced Maternity Pay

Employee Assist Program

Gym & Active discounts

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 the technical engineers.
• Act as the primary escalation contact for the customer.
• Support teams in driving continuous improvements to the customer’s infrastructure.

Skills

Leadership and team management

Customer relationship management

Technical issue resolution

Process documentation

Education

ITIL Qualification

Tools

ServiceNow

Microsoft Intune

Azure

AWS

Job description

Overview

Job Title: Technical Operations Manager

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

Location: Hybrid/Remote. Duties will generally be carried out remotely, with flexibility for travel to customer sites when needed (locations: London, Birmingham, Walsall).

Salary: £37K-£41K DOE

Start Date: Q3/4 2025

We are an Automation and Innovation IT Managed Service Provider aiming to push technological boundaries. As an Automation First IT company, we deliver excellence in IT automation, problem solving, and programming, while giving customers the freedom to suggest new ways of working. This is an opportunity to join a rapidly growing company providing IT managed services and automation solutions to a wide variety of business sectors.

As a Technical Operations Manager (TOM) 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 the opportunity to build on your strong technical background and gain practical experience of innovative IT solutions and services.

Responsibilities

• Ensure tasks are delegated efficiently to the technical engineers with clear deadlines and regular progress updates 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 and ensuring adherence to contractual obligations.
• Promptly resolve technical issues and escalations to maintain customer satisfaction.

Essential Qualifications & Experience

• 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 a connected team is a successful team. We champion a Modern Workplace where technology, innovation, and collaboration come together. We focus on wellbeing and personal development, and regularly review our offerings. Our current benefits package includes:

• 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: Employee Assist Program, Gym & Active discounts, retail discounts, salary sacrifice schemes including Cycle to Work and Purchase of Leave
• Enhanced Paternity Pay
• Enhanced Maternity Pay - with 2 years’ service