Service Delivery Manager

Company Overview :

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £113m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 82 for November 2024. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 520 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2400 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Addressing the needs of SME, mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Tom Reece and CRO Simon Ward, the management team is backed by Livingbridge to support their ambitious long-term strategy.

We have completed a series of acquisitions over the last two years that have added significant scale, capabilities and products and plan to continue to grow organically and through further acquisitions. As a result, we now need to recruitment an additional Service Delivery Manager to join the team.

Role Overview:

We are now recruiting for a highly motivated and organised Service Delivery Manager to join our team. As a Service Delivery Manager, you’ll oversee a number of key functions within the Service Delivery department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.

The successful candidate will establish and measure delivery processes. They will act as an ambassador for FluidOne, working across the FluidOne business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments. This role involves assessing customer feedback and improving procedures accordingly, to ensure that an excellent client experience is always provided.

Responsibilities:

• Being accountable for the customer – working internally with other teams to actively deliver a high level of service.
• Working with and alongside external customers.
• Monitor and manage the service, carrying out proactive trend analysis and problem management processes.
• Working with the Service Desk and Technical Delivery management team to deliver a high-level service.
• Provide support in creating regular reporting, and service improvement plans.
• Provide support in managing Major Incidents on allocated customer accounts.
• Assisting in quality and improvement of the IT Services in line with the KPI defined in the SLAs and MSAs.
• Support Service Delivery meetings with our customers covering performance, service improvement, security requirements and other ITSM processes.

Requirements:

• Demonstrable track record in managing IT service delivery within an IT Sector / MSP
• Self-confidence to navigate complex and evolving technology delivered to our customers.
• Experience of managing Continual Service Improvement Plans, Problem Management and Major Incident Management.
• A demonstrable application of ITIL processes and standards.
• Ability to build and maintain strong, cohesive working relationships with senior stakeholders.
• Strong sense of prioritisation and execution against critical deliverables, coupled with a sense of personal ownership for key account deliverables.
• Ability to demonstrate flexibility, multi-tasking skills and a 'can-do attitude’.
• Excellent communicator at all levels.
• Experience in dealing with conflicting priorities (multi-customer scenario).
• Strong analytical skills and able to interpret information from numerous sources to prepare and present reports.
• Detail-oriented and able to find focused solutions to business problems.
• A passion for Service Improvement]
• Team player
• Technical background within Infrastructure / Desktop Support would be advantageous.
• ITIL V4 Foundation as minimum.

Benefits after probationary period:

• Employee Assistance programme (EAP)
• Life assurance (3 x salary)
• Discount Platform
• Pension contribution- 5% company contribution
• Generous Holiday Entitlement
• One day off for Birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme

How To Apply:

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.