0345 868 7848 Contact Us
0345 868 7848 Contact Us

Service Delivery Team Manager

Location: Hemel Hempstead / London

Report to: Head of Service

Salary: Competitive

Working hours: 37 hours per week

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 Service Delivery Team Manager (UK) will be an organised and diligent individual with strong attention to detail, persistence and communication skills. The successful candidate will have experience in provisioning complex connectivity products including Ethernet, ADSL and FTTx (and any other new connectivity) services requiring extensive civils works, wayleave and traffic management issues. The successful candidate will also have some experience of leading a small team.

The role will be responsible for managing the full end-to-end process of both standalone and project orders from the point that they are handed over into delivery from sales; this includes the order validation and provisioning process elements.

Main responsibilities

  • Ensuring order validation stages are completed with accuracy and speed, maximising throughput and passed on to the provisioning stage effectively
  • Ensuring provisioning stages are followed during product delivery to our clients
  • Ensuring clients are updated on order progression in writing and according to the provided email templates and timetables for communication
  • Maintaining order tracking documentation for project customers
  • Answering client queries by phone and email within the complex orders SLA or as required by management
  • Working with other members of the Service Delivery, Project Management and Sales teams to ensure all tasks are completed in a timely manner
  • Producing documentation and reports on performance and timelines of order journeys
  • Being the main first point of escalation for both internal and external Service Delivery queries
  • Make recommendations for process change where appropriate
  • Ensuring Service Delivery Team conforms to the FluidOne product SLAs
  • Reporting on team performance, OLAs and KPIs to management and the leadership team
  • Carrying out regular 121s and task reviews with team members
  • Coaching and mentoring of the team in task management and communications with clients
  • Completing the annual appraisal and performance review process with the team as required
  • Devising and supporting appropriate training plans for team members to enable them to carry out their jobs effectively and meet their objectives successfully
  • Monitoring workload and ensuring actions are taken to prioritise work efficiently
  • Building and maintaining supplier relationships; attending regular supplier service review / operational meetings and providing feedback for the betterment of overall service standards
  • Ensuring timely responses from suppliers and ensuring that orders follow the shortest possible path from signature to billing
  • Maintain FluidOne’s excellent NPS record
  • Adhering to quality communication standards defined by FluidOne
  • Adhering to FluidOne’s Security and Data Protection and confidentiality Clauses
  • Undertaking any other duties deemed suitable by management
  • Maintaining job related training as required by management

Experience / Qualifications

  • Attention to detail and a proactive approach is crucial to this role
  • Flexible, analytical and practical problem-solving skills
  • Excellent oral and written communication skills
  • Demonstrable ability to build effective working relationships
  • Three year’s minimum previous experience within a data services provisioning role
  • Experience managing a small team

This job specification does not list all duties and is not limited to the above list of responsibilities.

How to apply

Please send you CV with covering letter to recruitment@FluidOne.co.uk 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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