IT Services Team Manager


Cheltenham Office

Report to:

Head of Service




37 hours per week

Company Overview

Established in 2006, FluidOne is an award-winning Connected Cloud Solutions provider with a £37m turnover that boasts the highest Net Promoter Score (NPS) in the industry, 81 (November 2021). 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 130 staff and was ranked as outstanding in the Sunday Times Best Companies to work for awards.

FluidOne supports the needs of 1,150 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, SASE, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. It doesn’t just provide its customers with off the shelf solutions but consults with them 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 application wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006) and CFO Roy Hastings, the management team is backed by Livingbridge to support their ambitious 8-year strategy.

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, in 2021 were awarded the 2-star outstanding accreditation from Best Companies and in 2020 we ranked 36th in the Sunday Times best small companies to work for in London.

Full Job Specification

Technical Leadership

A ‘hands on’ leader, you will develop a deep understanding of our business, products and
customers ensuring our Customer Service and ICT Service Operations teams are working
on the correct priorities, and that expectations are being managed effectively to drive a
high standard of service.

  • Management and delivery of a robust and secure core Managed IT service to our
    customer base
  • Reviews supplier management, customer experience and product performance,
    recommend and where possible implement improvements.
  • Maintain a high-level working knowledge of each customer’s infrastructure
  • To own the technical relationship with customers
  • Ensuring governance, quality and security processes are adhered to
  • Execution of Disaster Recovery and Business Continuity plans/processes when
    required for both clients and internally
  • Providing oversight on the operational delivery of processes, management of related
    tools, and leadership of teams to effectively manage customers and suppliers

Customer Services Management

  • Accountability for managing the daily activities of the Customer Service team
    responsible for the end-to-end delivery (design, configuration, test and turn-up) of
    complex managed/unmanaged IP solutions
  • Management of escalations initially to provide guidance to staff members but also to
    communicate directly with customers and escalate to third parties or senior
    management where required.
  • Day to Day oversight of supplier performance

IT Service Operations

  • Managing operational activities across IT, monitoring and analysing the current system
    to check its effectiveness, and developing a strategy for improvement where necessary
  • To undertake monthly reviews with team leaders to understand technical issues which
    may impact the delivery platforms and the end to end service
  • Final escalation point in incidents, both in and out of hours
  • To report at internal meetings and customer service review meetings on the overall
    delivery of IT operations including performance, issues, escalations
  • To ensure that responsibilities, as defined in the major incident process, are delivered
    during high priority and major incidents
  • Drive a Service Desk that focuses on high quality customer service, ensuring system
    incidents are managed and treated with the right priority

People Management

Working with HR on:

  • Recruitment, management and development of a talented team
  • Managing the process of up-skilling and cross-skilling of individuals through
    evaluation, development and training
  • Fostering a positive team culture with strong engagement
  • Ensuring team members are appraised, mentored, and inspired to deliver role

Experience / Qualifications

  • Significant experience in an operational support role
  • B2B service management experience in a complex multi-supplier environment
  • A strong technology support / operations background with excellent customer
    service skills
  • Experience of managing stakeholder relationships, to improve service quality,
    while building trust and respect
  • Day to day Vendor management experience
  • Experience of technology audit and risk processes
  • Management of Escalated Customer Incidents
  • Good working knowledge of delivering IT Managed services
  • Experience of delivering a hosted IT infrastructure
  • In depth knowledge of ITIL Framework and processes, with practical implementation experience within a dynamic fast paced but demanding environment
  • Security best practice and regulatory standards including BSI and GDPR
  • Senior management reporting

Benefits after probationary period:

  • Free high-speed internet connectivity
  • £50 Birthday Voucher
  • Subsidised Health and dental care
  • Subsidised Employee Assistance programmes
  • Discounted benefits platform
  • 6% Pension contribution
  • Ride2Work scheme
  • Volunteer day scheme
  • Free flu jabs

How to apply:

Please send you CV with covering letter to 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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