As Service Delivery Manager (SDM) you will act as a single point of contact for all activities relating to your assigned accounts. You will develop and sustain excellent customer relationships at all levels and ensure that all contractual service levels are achieved; ensure customer satisfaction; and commercial control. The role will also manage budgets and P&L for your assigned accounts. You will be responsible for ensuring retention of existing business and explore and secure areas for business growth by working with the sales and bid support teams to create opportunities and providing data for bid documents. Responsibilities: To provide the essential link between A & O and the client To develop and sustain excellent customer relationships To perform the role of primary point of contact for the assigned accounts. To manage all aspects of the A&O portfolio pertinent to the contracted deliverables with each assigned client. To conduct service reviews and service development meetings at regular intervals with the client. To develop and widen relationships within the account. To engage and manage service partners both UK and International. To support the leadership teams in any restructuring, future divestitures, mergers and acquisitions. To ensure the appropriate documentation e.g. Contract, Service Element Descriptions, Change Control Notes are created and maintained for assigned accounts. To negotiate and manage any required amendments to contract. Effectively managing third party relationships Work with Project/ Transition management for the implementation of new business. Own and execute transitions of new business where the deliverables and scale are appropriate. Any other activities that enhance the service or financial performance of assigned accounts. Within the constraints of the authority of the position. Comply to company process and procedures and provide support in audits and quality assurance processes Essential skills: Experience in a Customer Facing account management role in the IT industry, providing high levels of service excellence Experience of IT Services Educated to Degree level Experience in managing 3rd parties / Supplier Management Good MS Office 365 skills – Word, Excel, Powerpoint Team player with excellent communication skills, verbal and written Proactivity, initiative and eager to progress Organised, able to manage time effectively and prioritise tasks. Flexible and adaptable to meet changing business demands and working environments. ABOUT US: A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK. OUR VALUES: Our team prides itself on our core values and commitment to doing the basics brilliantly . If you too strive to engage & delight , we would love to hear from you.
As Project Manager you will ensures that all projects are produced within the specified deliverables to the required standard of quality and within the agreed constraints of time and budget You will deal with high value, complex projects that require specialist skill and experience of Key Stakeholder Management. Your responsibilities will include full budgetary control, resource management, team management, overall full project lifecycle control, project planning and status reporting to stakeholders and other clients and customer groups. You will also support and guide the Project Co-Ordinator’s and Junior Project Managers . KEY RESPONSIBLITIES Manage the delivery of Projects Provide all project planning, scope and sign-off documentation as per ISO standards Establish and manage all Project internal and external resources Budgetary responsibilities to ensure all deliverables are delivered to time and quality. Chair project review meetings with the customer Manage all changes to project plans, documentation and escalation of any issues Identify and maximize any additional project revenues from out of scope activities Control any staged payments/invoicing throughout the project lifecycle Provide project status and business reports Issue regular project highlight reports to show project progress versus plan Issue detail financial analysis reports to show project costs and revenues versus plan Maintain a comprehensive project file for each project Be a key resource for Project pre-sales and initiation activities Input into the bid and sales proposal processes Provide clear definitions for project scope and deliverables Provide project pricing Attend customer meetings/presentations as part of the sales campaign team Provide risk assessment for senior management review ESSENTIAL SKILLS & QUALIFICATIONS Graduate calibre or equivalent Excellent PC Skills Some experience of influencing and negotiations are a must along with experience of delivering projects in a matrix-managed team. Awareness in the principles, methods and techniques for the effective set-up and delivery of technical projects Delegating tasks, responsibilities, and authorities effectively Highly effective written and oral communicator to all levels within an organization. Ability to tailor approach to audience requirements. IT Transition Projects Experience of complex: IT outsourcing. Desktop and other hardware Deployment Service Transition Global audits Technical Projects Implementations Hands on management of projects running simultaneously (4+) International experience in delivering projects across multiple countries through multiple partners Prince 2 Qualified or similar About us A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK. OUR VALUES: Our team prides itself on our core values and commitment to doing the basics brilliantly . If you too strive to engage & delight , we would love to hear from you.
As Project Manager you will ensures that all projects are produced within the specified deliverables to the required standard of quality and within the agreed constraints of time and budget You will deal with high value, complex projects that require specialist skill and experience of Key Stakeholder Management. Your responsibilities will include full budgetary control, resource management, team management, overall full project lifecycle control, project planning and status reporting to stakeholders and other clients and customer groups. You will also support and guide the Project Co-Ordinator’s and Junior Project Managers . KEY RESPONSIBLITIES Manage the delivery of Projects Provide all project planning, scope and sign-off documentation as per ISO standards Establish and manage all Project internal and external resources Budgetary responsibilities to ensure all deliverables are delivered to time and quality. Chair project review meetings with the customer Manage all changes to project plans, documentation and escalation of any issues Identify and maximize any additional project revenues from out of scope activities Control any staged payments/invoicing throughout the project lifecycle Provide project status and business reports Issue regular project highlight reports to show project progress versus plan Issue detail financial analysis reports to show project costs and revenues versus plan Maintain a comprehensive project file for each project Be a key resource for Project pre-sales and initiation activities Input into the bid and sales proposal processes Provide clear definitions for project scope and deliverables Provide project pricing Attend customer meetings/presentations as part of the sales campaign team Provide risk assessment for senior management review Essential Skills & Qualifications Graduate calibre or equivalent Excellent PC Skills Some experience of influencing and negotiations are a must along with experience of delivering projects in a matrix-managed team. Awareness in the principles, methods and techniques for the effective set-up and delivery of technical projects Delegating tasks, responsibilities, and authorities effectively Highly effective written and oral communicator to all levels within an organization. Ability to tailor approach to audience requirements. IT Transition Projects Experience of complex: IT outsourcing. Desktop and other hardware Deployment Service Transition Global audits Technical Projects Implementations Hands on management of projects running simultaneously (4+) International experience in delivering projects across multiple countries through multiple partners Prince 2 Qualified or similar About Us A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK. OUR VALUES: Our team prides itself on our core values and commitment to doing the basics brilliantly . If you too strive to engage & delight , we would love to hear from you.
LOCATION: Bangalore Hours: This position is to provide 24/7 support, you will be required to work day and night shifts. This includes 12 Hours on Saturday and 12 Hours on Sunday – Either 6am to 6pm or 6pm to 6am Additional hours spilt during the rest of the week Role: As a Zabbix Monitoring Agent, you will play a crucial role in maintaining the health and performance of our IT infrastructure. You will be responsible for deploying, configuring, and maintaining Zabbix agents on various systems, ensuring they effectively collect and report vital system metrics to our centralized monitoring system. By joining our team as a Zabbix Monitoring Agent, you will contribute to the overall reliability and efficiency of our IT infrastructure. Your efforts will help ensure minimal downtime and optimal system performance. RESPONSIBILITIES: Agent Deployment: Install and configure Zabbix agents on servers, network devices, and other monitored systems. Ensure proper agent configuration to collect necessary metrics and logs. Monitoring Configuration: Create and maintain Zabbix monitoring templates to define the specific metrics and thresholds for different systems. Configure triggers and alerts to notify the appropriate teams of potential issues. Data Analysis: Analyze Zabbix-generated reports and alerts to identify system performance bottlenecks and potential problems. Proactively investigate and resolve issues before they escalate. Incident Response: Respond to Zabbix alerts and incidents promptly. Troubleshoot and resolve issues related to agent failures, data collection errors, or performance degradation. ESSENTIAL SKILLS & QUALIFICATIONS: Strong understanding of system administration principles (Zabbix). Comprehension of Linux/Unix and Windows operating systems. Experience with network protocols (TCP/IP, SNMP). Excellent problem-solving and analytical skills. Ability to work independently and as part of a team. Good business level English language communication skills Desired Skills: Zabbix certification. Experience with virtualization technologies (VMware, Hyper-V). Knowledge of cloud platforms (AWS, Azure, GCP). Understanding of security best practices. ABOUT US: A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK. OUR VALUES: Our team prides itself on our core values and commitment to doing the basics brilliantly . If you too strive to engage & delight , we would love to hear from you.
6 month fixed term contract working UK office hours As Service Desk Agent (SDA), you will ensure a consistent quality of service for the installation, maintenance, and break fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of customer satisfaction. You will control incidents utilizing various tools ensuring our IT Support Engineer workforce and partners provide the highest possible level of service to our customers, as well as ensuring exceptional levels of communication with the customer and all internal stake holders. KEY RESPONSIBLITIES To provide the essential link between A & O and its clients: - Responsible for managing resource issues ensuring service level targets and KPI targets are achieved. Continually strive to provide a cost-effective service whilst meeting contractual requirements. Monitor and communicate resource control and business KPI’s and SLAs to team Ensure and develop close working relationships with customers in liaison with the Service Delivery Managers and manage any service, project or other delivery issue. To change service culture to achieve service excellence with continual improvements to quality-of-service delivery. Prepare and submit monthly reports to management on resource control activities. To inspire the resource control team to exceed their performance measures and develop their own skill base through on-going training. Proactively identifying service/process improvements to support continuous improvement. Liaising with internal and external departments to resolve escalated customer issues or service problems. To develop and sustain excellent customer relationships ESSENTIAL SKILLS & QUALIFICATIONS Excellent PC Skills Proactivity, initiative and eager to progress. At least Intermediate standard on Excel and PowerPoint Excellent English verbal and written communication skills and ability to convey information clearly and effectively. Team player with excellent communication skills Positive, self-motivated, enthusiastic, and proactive. Organized, able to manage time effectively and prioritise tasks. Flexible and adaptable to meet changing business demands and working environments. Knowledge of standard IT related products. (PC’s, Laptops, Printers) DESIRABLE 1 to 2 years, experience in a similar role Previous experience in a Help Desk role Demonstrable experience in a call centre ideally within an ITSM environment Experience in managing 3rd parties Supplier Management ABOUT US: A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK.