Resource Coordinator

Company Overview:  

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023.  

FluidOne supports the needs of 2,000+ customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-house IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are. 

 FluidOne delivers tailored IT solutions across a broad customer base, structured to meet the specific needs of different market segments. For small and medium-sized businesses (SMBs), FluidOne provides comprehensive IT support through its branch network, delivering localised, expert services that ensure security, efficiency, and scalability, providing individual solutions and fully comprehensive managed services. For enterprise clients, FluidOne offers advanced solutions that manage costs, risks and optimise organisational operational performance, providing everything from design and delivery to ongoing support. Specialising in Data & AI (D&AI), managed services, and cloud transformation, FluidOne’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOne’s dual-structured approach ensures all customers – from growing SMBs to large, complex enterprises – benefit from trusted, innovative, and future-ready IT services.  

Role Overview: 

The Resource Coordinator plays a key role in the successful delivery of FluidOne's Professional Services engagements by ensuring the right resources are assigned to the right work at the right time.

Working closely with Project Managers, Service Operations, Sales and technical teams, the role is responsible for coordinating resource schedules, managing delivery priorities, supporting operational reporting and maintaining effective communication with customers and internal stakeholders. The successful candidate will help maximise resource utilisation, support service and project delivery, and contribute to the continuous improvement of operational processes.

Responsibilities: 

• Manage the allocation, scheduling and prioritisation of Consultants, Engineers and third-party resources across projects, service activities and escalations, ensuring optimum utilisation and alignment to business priorities.
• Coordinate resource requirements with Project Managers, Sales, Pre-Sales, Service Operations and technical teams to ensure successful delivery of customer engagements.
• Manage customer bookings and resource schedules, providing clear and timely communication regarding availability, changes, project timelines and delivery dependencies.
• Balance short and long-term resource demand, proactively identifying resource conflicts, capacity constraints, delivery risks, skills gaps and utilisation opportunities.
• Manage escalations from the Service Desk, ensuring activities are appropriately prioritised, assigned, scheduled and delivered in line with customer commitments and business priorities.
• Act as a key coordination point between Professional Services, Service Operations and technical teams to ensure escalated work is progressed efficiently and communicated effectively.
• Maintain accurate resource, skills, certification, availability and booking information within business systems and resource management tools.
• Monitor and maintain the accuracy of timesheets, project records, job updates and operational documentation to support effective reporting and governance.
• Produce and maintain operational reporting covering resource utilisation, capacity, forecasting, availability, delivery performance and commercial metrics.
• Provide regular updates and insights to management and delivery teams on resource demand, constraints, project priorities and overall operational performance.
• Coordinate with internal teams to ensure resources, equipment, access requirements and other delivery dependencies are available for scheduled activities.
• Support the onboarding, scheduling and coordination of contractors and third-party resources where required.
• Assist with the continuous improvement of resource management processes, reporting, systems and operational procedures.
• Support document quality assurance activities by reviewing project documentation for completeness, consistency and adherence to agreed standards.
• Track post-project activities, ensuring all follow-up actions, remediation work, lessons learned and customer commitments are tracked through to completion.
• Manage and report on outstanding post-project actions, identifying recurring trends and opportunities to improve project delivery quality and reduce unnecessary follow-up activity.
• Escalate resource conflicts, customer concerns, delivery risks and operational issues where intervention is required to maintain successful outcomes.

Requirements:  

• Experience in a Resource Coordinator, Project Coordinator, Service Coordinator or similar operational role within an IT Managed Services, Professional Services, consultancy or technology environment.
• Proven ability to coordinate technical resources across multiple projects, service requests, escalations and competing business priorities.
• Strong planning, organisational and workload management skills, with the ability to make effective scheduling and prioritisation decisions.
• Excellent communication and stakeholder management skills, capable of building strong working relationships with customers, Engineers, Consultants, Project Managers, Service Desk teams and business leaders.
• Experience producing and maintaining operational reporting, including resource utilisation, capacity, forecasting and performance metrics.
• Strong attention to detail, with the ability to maintain accurate records, bookings, documentation and project information.
• Good understanding of project delivery and service operations, including project mobilisation, delivery, escalation management and project closure activities.
• Proficiency in Microsoft 365 applications, particularly Outlook, Excel and Word, together with experience using PSA, service management, project management or resource scheduling platforms.
• Strong analytical and problem-solving skills, with the confidence to challenge priorities, identify risks and escalate issues where appropriate.
• Ability to work effectively under pressure in a fast-paced environment while managing multiple competing demands.
• A proactive, resilient and customer-focused approach, with the ability to work independently and as part of a wider team.

Disclaimer: 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. 

Benefits after probationary period:

• Subsidised health and dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Sodexo discount platform
• FluidOne breakfast and refreshments on office days
• Pension contribution – 5% company contribution
• Generous holiday entitlement
• One day off for birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme

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.