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Technical Escalation Manager
SphericaTechnical 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
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing IT Infrastructure, Network, and Security environments while ensuring compliance with customer contractual deliverables. Proven ability to lead technical teams and resolve major incidents to maintain high levels of customer satisfaction.
Highest-signal resume keywords
IT Infrastructure ManagementNetwork ManagementSecurity ManagementTechnical LeadershipStakeholder Engagement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT InfrastructureNetworkSecurityIncident ResolutionTechnical Delivery
Soft Skills
LeadershipGravitasConfidence
Industry Keywords
Managed ServicesCustomer SatisfactionComplianceTechnical EscalationOperational Management
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