Service Delivery Manager

Company Overview:  

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 85 for February 2026. 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 460 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 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.

Led by CEO Paul Kahn, co-founder Chris Rogers (who started the business in 2006) and CFO Graham Dickie, the management team is backed by Livingbridge to support their ambitious long-term strategy.    

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 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, in order 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 Management team to deliver a high-level service.
• Provide support in creation 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 link with the KPI defined in the SLAs and MSA
• 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
  
  

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 subsidised dental care  
• Employee Assistance programme (EAP) 
• Life assurance (3 x salary) 
• Sodexo Discount Platform  
• FluidOne breakfast and refreshments on working 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.