Technical Escalation Manager

About the role

The Technical Escalation Manager (TEM) will lead the delivery of managed IT services for Spherica’s customers, acting as the primary escalation point for complex technical issues. You will work closely with senior stakeholders to ensure high‑quality infrastructure, network and security solutions while supporting continuous improvement initiatives.

Key responsibilities

• Oversee successful delivery of technical managed services across infrastructure, network and security estates.
• Serve as the main escalation contact for customers and internal technical teams, leading investigations and resolution of major incidents.
• Collaborate with Technical Delivery Leads to implement customer initiatives and drive service improvements.
• Ensure compliance with contractual deliverables and service level agreements.
• Support Operational Management with onboarding, training and development of Spherica’s technical staff.

Required profile

• Strong leadership presence and confidence when engaging senior stakeholders.
• Proven ability to own and drive customer engagements from start to finish.
• Comprehensive understanding of IT infrastructure, networking and security environments.

Required skills

• IT Infrastructure management
• Network design and troubleshooting
• Security architecture and operations
• IT automation and problem‑solving techniques

What we offer

• Hybrid/remote working model with occasional travel to Birmingham, London and Walsall.
• Competitive salary between £42,000 and £47,500 per annum.
• Modern workplace focused on wellbeing, personal development and continuous innovation.