Technical Operations Manager

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Job Title: Technical Operations Manager

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

Location: Hybrid/Remote - Duties will generally be carried out remotely, but flexibility is essential for travel to customer site 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 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.

This is an opportunity for an enthusiastic and motivated individual who wishes to join a rapidly growing company which provides 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 will provide an opportunity to build on your strong technical background and to obtain practical experience of innovative IT solutions and services.

Requirements

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 & Technical 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.

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 believe that a connected team is a successful team, we're proud to champion a truly Modern Workplace-where technology, innovation, and collaboration come together to create an environment that works for everyone. We're passionate about transformation and encourage our people to challenge the status quo-bringing forward ideas that align with our automation-first mindset. By applying the same forward-thinking solutions we offer our clients to our internal processes, we create a workplace that's not only modern but continuously evolving.

As a growing business, we're mindful of how we invest in our people. While we may not match the scale of larger organisations, our benefits package is thoughtfully designed to offer real value-focusing on what matters most to our team. We prioritise wellbeing, and personal development, and regularly review our offerings to ensure they remain relevant. At Spherica, every benefit is chosen with care, reflecting our commitment to creating a rewarding and supportive workplace where individuals feel seen, heard, and appreciated. 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 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 benefits encompass an Employee Assist Program, Gym & Active discounts, retail discount and salary sacrifice schemes including Cycle to Work and Purchase of Leave.
• Enhanced Paternity Pay
• Enhanced Maternity Pay - with 2 years' service