Six Degrees Technology Group Limited
Service Delivery Management
Service Delivery Management (SDM) provides an overlay to Six Degrees’ other services to deliver reporting, analysis and dedicated Continual Service Improvement (CSI) for our clients.
Please note that we currently only offer the Advanced tier as stated in the Service Description.
Features
- Provides you a single point of contact, your Service Manager
- Manages escalations that you raise
- Producing reports after each Review Period and leading Service Reviews
- Organise and chair regular meetings to review the Service
- Alternative Service Manager will be provided if yours is absent
- Incident Reports tailored to the impact to the client's environment
- Escalation Management within both Six Degrees and the client’s environment
- Continual Service Improvement to provide you the best service value
- Strategic Business Reviews to provide an innovation roadmap
- Fully ITIL aligned, ISO 27001/9001 compliant
Benefits
- Free up your internal resources to focus on organisation's mission
- Realise the greatest value from your assets and services
- Fully ITIL aligned, ISO 27001/9001 compliant
- Extensive experience managing multi-vendor services to clients
- Continual Service Improve focussing on efficiency, effectiveness and cost optimisation
- Large team provides scalable and broadly skilled SDM service
- Flexible offerings ensuring you only pay for appropriate service levels
Pricing
£750 a unit a month
- Education pricing available
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at Publicsector.sales@6dg.co.uk.
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Framework
G-Cloud 14
Service ID
6 7 9 0 5 6 6 9 1 9 1 1 1 2 5
Contact
Six Degrees Technology Group Limited
Six Degrees' Public Sector team
Telephone: 08000128060
Email: Publicsector.sales@6dg.co.uk
Planning
- Planning service
- No
Training
- Training service provided
- No
Setup and migration
- Setup or migration service available
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- No
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
-
- Buyer hosting or software
- Hosting or software provided by your organisation
- Hosting or software provided by a third-party organisation
- How the support service works
- Our Service Delivery Management Service provides a point of accountability for the implementation and management of the IT services we deliver to the Buyer, in line with the ITIL framework. As part of this service, we will assign the Buyer a Service Delivery Manager (“SDM”) who will take ownership of the operational relationship with us as well as ownership of the policies, processes and functions that we employ to ensure the Buyer's services meet requirements and perform as expected. Specific tasks performed by the SDM will depend on the tier taken - please see Service Description attached.
Service scope
- Service constraints
- Please see attached Service Description for service dependencies.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Our longest Service Request response SLA is 2 hours during business hours or 2 hours at any time with 24x7 support option.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 A
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
- Please see attached Service Description for details on support levels.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- LRQA
- ISO/IEC 27001 accreditation date
- 03/10/2022
- What the ISO/IEC 27001 doesn’t cover
- N/A
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- IT Governance
- PCI DSS accreditation date
- 08/11/2023
- What the PCI DSS doesn’t cover
- Only the physical and environmental security at the data centres we use in our operations were included in this assessment. The relates to the provision of the secure physical environment for the Colocation Services that Six Degrees provides to its clients. All other services provided by Six Degrees, internal systems supporting business operations or for other clients are specifically excluded from this assessment.
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- Yes
- Any other security certifications
-
- ISO 9001
- PSN Compliance Certified
- SOC 1 Type 2
- SOC 2 Type 2
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
We have an established environmental committee that is specifically focussed on ensuring that we apply an approach of continuous improvement in relation to environmental compliance and good practice. As part of our environmental commitments, we are aligned to ISO 14001(Environmental Management) and have a published Carbon Reduction Plan on our website, which was measured and recorded in accordance with GHG Protocols and Procurement Policy Note 06/21.
We will be reviewing our footprint on an annual basis and carrying out actions identified to reduce our footprint. We are committed to achieving Net Zero by 2050 at the latest. During this time, targets will be set for the remaining period to ensure Net Zero will be achieved by our target date. We are aiming to reduce our absolute carbon emissions by at least 90% from our baseline year or achieve (and maintain) a carbon intensity metric of <1 tonne CO2e per employee, whichever comes soonest. This is in line with science-based Net Zero targets.
Our largest environmental burden is the use of power in our datacentres. We use technology designed specifically to manage power consumption. We are very proud to have switched our data centres fully to use green and renewable energy.
Our focus on environmental performance as a supplier under this framework will benefit you as you strive to achieve your own Net Zero targets.
As a leading Microsoft partner, we can work with Microsoft to help you understand the carbon footprint for your existing estates, and how a transition to hybrid/public cloud could help reduce it. As part of any agreement under this framework we can also engage with your local communities to promote environmental awareness or engage in projects that benefit the environment.Tackling economic inequality
Six Degrees supports this theme in several ways. Firstly, by working with local communities to provide mentoring and job opportunities. We take pride in employing local people and offering new opportunities as they arise. We do this through our internal Talent Acquisition (TA) team, who are actively building richer and deeper contacts within the local community to raise aspirations of people from all backgrounds.
We seek to encourage local people to work within the technology sector by removing barriers to entry, for example through behavioural interviewing with objective behaviours that actively seek to remove bias (unconscious or otherwise) in recruitment and individual development discussions. Our TA team partner with local universities, schools and colleges to support careers fairs and our subject matter experts provide talks on IT or cyber security to local students.
We are also very passionate about our ‘Women in Tech’ group, which seeks to encourage women into IT through all sorts of activity, such as webinars, school visits and other events. We are continuously planning new events and initiatives under this scheme, which we could then offer to buyers and their community as part of engagements on this framework.
Secondly, we will tackle economic inequality and the digital skills gap through creation of new skills & jobs in the high-growth cyber security sector. Our cyber apprenticeship programme, sponsored by our People Business Partner & Cyber Consultancy Director, provide skills and accreditations that enable our people to progress in cyber security or transition into that space.
We also run in-person events, known as ‘Cyber University’, as an education scheme for our Buyers based on our extensive knowledge and experience in Cyber Security. Cyber University provides an open forum for customers to create new skills in Cyber Strategy, best practice approaches and the latest in Cyber Security.Equal opportunity
We recognise that people are more likely to be engaged and productive if they are rewarded fairly and offered flexibility to help achieve a positive work life balance. We therefore pay at the Real Living Wage in all of our roles, and remain committed to our ongoing pay review process to ensure all our employees are fairly rewarded. Six Degrees also has a continuous focus on closing the gender pay gap in our company, with our latest report available on our website.
We recognise that females are underrepresented in education, training and employment related to STEM. To combat this, we have introduced several strategies to bring new females into the organisation. These include our engagement with schools, colleges, and universities to raise the aspirations of females toward tech. Our goal of ensuring every recruitment shortlist contains as least one female, and our offer of a guaranteed interview for every shortlisted female.
We have collaborated with the Employers Network for Equality & Inclusion (ENEI), achieving a bronze TIDE Award in our first two years of collaboration. Through our continued devotion to improving, we were awarded a silver status in 2023. Through this partnership we have focused our work around seven critical areas of inclusion – our workforce, our strategy and plan, leadership and accountability, recruitment and attraction, training and development, employment practices, and communication.
We have zero tolerance to slavery in any form, but by no means limited to, bonded labour, debt bondage, serfdom, forced labour, child slavery, marital slavery, sexual slavery and/or human trafficking. We expect all those in our supply chains to comply with our values and the Modern Slavery Act 2015, which is governed by our Supplier Management and Sustainable Procurement Policy.Wellbeing
Supporting our workforce’s health and wellbeing is crucial to Six Degrees. We have established an employee network, known as the 360 Degrees Group, which is made up of people who are passionate about making a difference from across all different business units, with an Executive-level sponsor and SLT-level sponsors for each sub-group or initiative. The initiatives include:
- Including Everyone, Everywhere: Our forum which focuses on diversity and inclusion: it’s about creating a Six Degrees where everyone feels able to bring their truest self to work.
- Healthy Minds, Healthy Lives: Our forum for mental health and general wellbeing. A healthy mind and body is at the core of being happy and productive at work and at home.
- For The Benefit of Others: There’s something that touches, motivates or inspires all of us; this is a forum which focuses on charity fundraising, on making a positive mark on the communities which Six Degrees touches, and on making this a greener place to work.
We operate a well-being calendar led by Healthy Minds, Healthy Lives and also have certified Mental Health First Aiders across the business, demonstrating our commitment to providing our workforce with wellbeing support.
We have a significant focus on building awareness and promoting dialogue around health and wellbeing: our Women in Tech committee talks about female health, and for June (Men’s Health Awareness Month) they will be promoting awareness of men’s health, for example testicular and prostate cancers.
Under the 3rd initiative we actively encourage community engagement through numerous social value activities. These include collaborative and individual fundraising projects for our partnership with Macmillan as well as promoting events within communities. In 2019 we sponsored the Women in IT awards and have also sponsored a Tough Mudder charity event.
Pricing
- Price
- £750 a unit a month
- Discount for educational organisations
- Yes
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at Publicsector.sales@6dg.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.