Technical Escalation Manager

Spherica

Technical Escalation Manager overseeing successful delivery of technical managed services for Spherica’s Customers. Leading technical investigations and supporting delivery leads in customer initiatives.

Posted 7/7/2026full-timeBirmingham • 🇬🇧 United KingdomMid-LevelSenior💰 £42,000 - £47,500 per yearWebsite

About the role

Key responsibilities & impact

Overseeing the successful delivery of technical managed services to Spherica’s Customers
Overall management and maintenance of their Infrastructure, Network, and Security estates
Acting as the primary technical escalation point for customers and Spherica’s technical teams
Leading technical investigations and resolutions of major incidents and issues to maintain customer satisfaction
Supporting the Technical Delivery Leads in implementing customer initiatives and improvements
Take ownership in ensuring compliance with customer contractual deliverables
Support Operational Management with the onboarding and continued training of Spherica’s technical teams

Requirements

What you’ll need

High levels of gravitas and confidence in dealing with senior stakeholders
Strong leadership skills
Comprehensive understanding of IT Infrastructure, Network, and Security environments

Benefits

Comp & perks

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.
4 day working week available ('Opt-IN' required)
Enhanced Paternity Pay
Enhanced Maternity Pay - with 2 years' service

ATS Keywords

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Hard Skills & Tools

IT InfrastructureNetworkSecurityIncident ResolutionTechnical Delivery

Soft Skills

LeadershipGravitasConfidence