0345 868 7848 Contact Us
0345 868 7848 Contact Us

Head of Service

Location: London

Report to: Director of billing and Service

Salary: Competitive

Working hours: 37 Hours Monday – Friday

Company Overview

FluidOne, established in 2006, is the most connected network aggregator in the UK with services delivered via Platform One, our software defined national fibre network, which won the Queens Award for Innovation.

From Platform One’s 19 anchor datacentre pops around the UK, it blends the services of over 30 different asset owning communications providers, including IoT, Ethernet, Broadband, Mobile, Internet, WIFI, Cloud, International and hosting services into one ready to compare, ready to quote, ready to order, ready to use national service that can be tailored via its online portal, DASH, helping our customers and partners to securely connect any device, wherever they may be, to their mission critical applications and data.

This means for any UK business location we will have the most choice of suppliers and connectivity technology options, making us number one for multi-site customers.
Our vision is to be the best quality Connected Cloud Solutions provider to UK businesses, consulting to help customers and partners digitally transform their IT and communications, enabling them to be agile and focus on their business. Creating multi-cloud, multi-connected environments that are secure and simple for the customer to access, whilst delivering fantastic customer experience, from end user to application.

Customer experience and high-quality service are at the heart of our strategy, and we have a Net Promoter Score (NPS) of 83 as at June 2020 which is the highest in UK telecoms, against an industry average of 35, making us number one for service in UK telecoms.

The management team is led by our CEO Russell Horton, CFO Hemant Patel and COO Chris Rogers who co-founded the business in 2006. The management gained backing for their long-term strategy from Livingbridge, a market leading private equity investor, to acquire the business in Feb 2019 which gives us investment firepower to grow the business. Our strategy is to grow both organically and via acquisition, bringing an increased range of Connected Cloud related services to our customer base, including UC, IT Cloud, IoT and security, to support customers on their digital transformation journeys.
Staff culture is key to our success, and the leadership team are committed to ensuring that we are one of the best places to work in the country. We are silver certified for Investors in People and in 2020 we ranked 36th in the Sunday Times best small companies to work for in London.

At March 2020 we were £31m revenue, have 100 staff based in 3 locations, and approx. 900 customers ranging from FTSE100 to SME and including 200 resellers. We are Microsoft Gold partners and with quality at the heart of our strategy we hold 5 ISO accreditations.

Full Job Specification

The head of service is responsible for the delivery of high-quality Service Support and Service Delivery across FluidOne.

Managing both the Service Delivery team and In Life Support teams (Each with their own team leader) the Head of Service will ensure adherence to SLA for delivery and support and maintenance of the high-quality service FluidOne is known for.

Main responsibilities

  • Manage Provisioning processes such that they adhere to the quality and SLA requirements of the Company
  • Manage the delivery teams to a set of strict SLAs ensuring adherence to quality and time controls.
  • Ensure the teams are up to date in terms of product training and have current documented knowledge on the FluidOne Portfolio
  • Identify and remove process issues and cross-departmental obstacles to smooth provisioning and support processes.
  • Ensure that all support engineers are adhering to FluidOne customer SLA’s and quality requirements.
  • Manage escalations from both departments and liaise with customers and internal departments to resolve.
  • Manage Service Reviews and Service Review documentation. Keep under constant review for improvement.
  • Ensure a smooth on-boarding process for the teams including training, mentoring and ongoing support.
  • Manage supplier review and ensure they are maintaining their commitment and SLA to us for both delivery and support.
  • Day to Day Management of the Support and Delivery team leaders.
  • Take an active role in specification and improvement of the CRM, Provisioning and other support systems used by your departments.
  • Manage Change Within your business areas – including any structural change
  • Manage Integration of processes and personnel into your teams from acquired businesses

Experience / Qualifications

  • Previous experience in a similar role for a communications or connectivity company
  • Service Delivery management or Support Team management experience
  • Five years plus in the industry

Benefits after probationary period

  • Free Health and subsidised dental care
  • Life assurance (3 x salary)
  • Discounted gym membership
  • FluidOne breakfast and refreshments on working days
  • Regular company outings- go karting, top golf, go ape to name a few
  • Pension contribution- 6% company contribution
  • Free internet connectivity
  • £50 Birthday Voucher
  • Ride2Work scheme
  • Department incentives
  • Volunteer day scheme
  • Individual bonuses

How to apply

Please send you CV with covering letter to recruitment@FluidOne.com.  Please add 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.

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