FluidOne

Head of Service - Camberley Branch IT MSP Location: Report to: Group Operations Director Hours: Perm 37 hours a week (Mondays to Thursdays 9 am-5.30 pm, Fridays 9 am-5 pm) FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age. Company Overview: Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110mturnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 84 for August 2025. 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 Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Graham Dickie - the management team is backed by Livingbridge to support their ambitious long-term strategy. Role Overview As Head of Service - Camberley Branch IT MSP - You will be responsible for the leadership, performance, and continuous improvement of our Camberley Branch (Comprising Enterprise IT, Camberley, Cheltenham Tier 1 & Tier 2 support functions. You will also be responsible for the Enterprise IT Service Delivery Managers and the customer relationships they manage. You will play a crucial role in ensuring consistent, high-quality service delivery across all customer interactions, driving operational efficiency, and supporting strategic objectives aligned with client SLAs, KPIs, and business growth. Responsible for a team of approximately 20 people with team leaders and Service Delivery Managers (SDM's). As business lead of the historical Enterprise IT customer base, you will also be responsible for Bid Management for enterprise level customers. Working with the Managing Director for IT and Group Operations director to determine appropriate bids and working with Sales, Pre-Sales and technical consultants to produce and support bids for enterprise projects. Responsibilities Lead, manage, and develop a team of helpdesk personnel and team leaders across multiple shifts Ensure the Helpdesk function meets or exceeds defined SLAs, KPIs, and customer satisfaction targets. Own day-to-day service operations, including incident, request, and escalation management processes. Implement and maintain ITIL best practices across all helpdesk operations. Monitor and report on operational metrics and performance trends, providing regular updates to senior leadership. Ensure reporting conforms to consolidated group requirements for KPIs and measures. Collaborate with Service Delivery Managers, Account Managers, and Technical Escalation teams to resolve issues and deliver continuous service improvement. Drive standardisation and automation of helpdesk processes to enhance service quality and efficiency. Manage resource planning, including workforce management, shift patterns, and holiday cover. Support the onboarding of new clients and services into the helpdesk function. Manage vendor and tool relationships relevant to the helpdesk platform (e.g., ticketing systems, telephony, monitoring tools). Contribute to strategic planning, budgeting, and operational forecasting for the helpdesk unit. Bid Management for Enterprise level customers Customer Escalation management - including face to face and remote meetings to work with the wider IT team to resolve issues and implement wider solutions as lessons learned. Manage and ensure rigour and learning from the Service Delivery Manager Relationships Customer Facing Reporting as required. Currently this is a manual process that requires automation. Other tasks from time to time as reasonably required by your line manager. Requirements 5+ years in IT service desk or helpdesk operations, with 2+ years in a management role. Experience in a high-volume MSP or enterprise IT environment. Strong understanding of ITIL framework; ITIL Foundation certification minimum. Proven leadership skills, with experience managing teams of 15+ across shifts or geographies. Strong customer service ethos with a focus on operational excellence and continuous improvement. Experience with service management and ticketing systems (e.g., ServiceNow, ConnectWise, Freshservice). Excellent communication, stakeholder management, and problem-solving abilities. ITIL Intermediate/Practitioner certification or equivalent. Experience with ISO 27001 or other compliance frameworks. Background in integrating AI/chatbot or automation tools into helpdesk environments. Benefits after probationary period Subsidised health and dental care Employee Assistance Programme (EAP) Life assurance (3x salary) Pension contribution - 5% company contribution 25+ days holiday + birthday off Half price internet connectivity Team incentives and regular training How To Apply Send CV with covering letter to 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.

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110mturnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 82 for June 2025. 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 480 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 Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Graham Dickie - the management team is backed by Livingbridge to support their ambitious long-term strategy. Branch Overview : The Chorley office is a 40-person North-West based Managed Service Provider (MSP) supporting around 100 SME clients - primarily professional service firms such as accountants. Our clients are technically savvy, owner-managed businesses who value honesty, trust, and long-term relationships. We don't lead with sales - we lead with solutions, and we believe that client satisfaction is the foundation of sustainable growth. Role Overview: This is a senior leadership role designed to work closely with the Managing Director to take on key commercial, and client-facing responsibilities including some operational and financial elements. You'll be instrumental in driving client success, leading internal teams, and generating new business - all while helping to shape the future of the business. We're not expecting you to have done it all before. What matters most is your ability to lead, your appetite to grow, and your commitment to building trust with clients and colleagues alike. Responsibilities: Client Success & Strategic Relationships Lead the Customer Success function, ensuring regular client engagement, satisfaction, and retention. Provide strategic guidance to clients, including IT roadmap discussions Handle escalations for complex client issues and ensure timely resolution. Support contract renewals and identify opportunities for service improvement or expansion. Collaborate with the Accounts team to oversee monthly billing, client-side finance queries, and assist the team with debtor management. Proactively contribute to pricing strategy, budgeting, and annual commercial planning. Review supplier costs and support payment decisions in line with business priorities. Monitor licence usage and reporting to ensure commercial accuracy and efficiency. Lead the Sales and Marketing strategy for the branch Actively generate new business leads and pursue new logo opportunities. Represent the business in prospect meetings, presentations, and industry events. Guide opportunity pipeline management and support consultative selling efforts. Contribute to local and wider marketing strategies and campaign planning, including managing outsourced marketing teams and content initiatives. What We're Looking For Leadership experience in an MSP or IT services environment. Strong understanding of SME clients, ideally in the professional services sector. A client-first mindset with a track record of building trust-based personal relationships and providing strategic advice, solving client problems and managing client issues. Commercial awareness with exposure to budgeting, pricing, billing and financial oversight, including contract negotiations with clients and suppliers. Experience leading cross-functional teams (e.g. sales, account management, client success) and motivating and managing small teams. Exposure to consultative selling and strategic account management. A proactive, self-directed leader who is committed to continuous improvement. Confidence and proven success in business development and a natural ability to hunt for and open new conversations with prospects, and present, both publicly and privately, with enthusiasm and professionalism. Experience working with both owner-managed and Private Equity-backed customers. Familiarity with internal IT team dynamics and hybrid business IT support models. 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) FluidOne breakfast and refreshments on office days Pension contribution - 5% company contribution Generous holiday entitlement One day off for birthday Half price internet connectivity How To Apply: Send CV with covering letter to 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.

London/Hybrid (Occasional travel to group sites required) Report to: Chief Information Officer Hours: Perm 37 hours a week (Mondays to Thursdays 9 am-5.30 pm, Fridays 9 am-5 pm) Company Overview: Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110mturnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 82 for June 2025. 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 480 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 Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Graham Dickie - the management team is backed by Livingbridge to support their ambitious long-term strategy. Role Overview: As Procurement Lead you will deliver commercial savings and supplier performance improvements across IT and software distribution, while supporting consistent procurement execution across the group. Responsibilities: Own and manage the IT and software distribution category across the group Lead sourcing, RFPs, and contract negotiations with suppliers Coordinate the group's Lead Buyers to ensure alignment on execution, tools, and supplier follow-up Align pricing, volumes, commercial terms, and SLAs across entities Track supplier performance, contractual compliance, rebates, and risks through standardised reporting Track and coordinate supplier accreditations and partnership programmes Act as the main point of contact for both suppliers and internal teams Group Procurement Coordination: Coordinate and support Lead Buyers across other categories or business units Promote consistency in sourcing templates, supplier tracking, and reporting Consolidate dashboards and KPIs across the group Facilitate knowledge sharing and operational alignment Provide hands-on support on selected projects if needed Requirements: Experience: Minimum 5 years' experience in procurement or sourcing Strong exposure to IT-related categories (ideally hardware / distribution) Comfortable working in multi-entity, decentralised environments Proven ability to lead RFPs, negotiate contracts, and deliver savings Skills and Attributes: Execution-focused and results-driven Strong communication and coordination capabilities Able to work independently and collaboratively across teams Proficient in Excel and supplier dashboards (Power BI or similar) Structured and rigorous in supplier documentation and contract follow-up Experience using NetSuite preferable Professional Level: CIPS Level 5 - Advanced Diploma. This role is suited for an experienced Category Manager or Senior Buyer managing strategic spend and coordinating across multiple entities. 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) FluidOne breakfast and refreshments on office days Pension contribution - 5% company contribution Generous holiday entitlement One day off for birthday Half price internet connectivity Department incentives How To Apply: Send CV with covering letter to 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.