ARVATO LIMITED

Cloud Support – Programme & Project Management and Governance

Our Cloud Support Project and Programme Management service provides structured governance, planning and assurance for cloud migration and digital transformation programmes. It supports discovery, design, build, testing, data migration and cutover, using defined roles, quality gates, risk management and reporting to ensure controlled delivery across complex, multi-supplier environments.

Features

• Cloud project governance with defined roles, responsibilities and decision gates
• End-to-end planning across cloud discovery, build, testing, migration and cutover
• Risk, issue and dependency management with regular reporting and escalation
• Integrated schedule, milestone and critical-path management for cloud programmes
• Multi-supplier and multi-team coordination ensuring aligned delivery and controlled handovers
• Quality assurance through structured testing governance and exit criteria reviews
• Cloud data migration oversight including validation, reconciliation and readiness checkpoints
• Cutover planning and cloud transition orchestration with controlled checkpoints
• Benefits, scope and change control for cloud transformation initiatives
• Stakeholder engagement and communication supporting informed decisions and progress visibility

Benefits

• Improves delivery control through structured governance and decision‑making frameworks.
• Reduces delivery risk using defined quality gates and assurance checkpoints.
• Accelerates progress with clear planning across all programme phases.
• Enhances visibility through regular reporting, metrics and checkpoint meetings.
• Reduces defects via coordinated testing and structured defect management.
• Improves data quality through governed migration, validation and reconciliation.
• Enables smoother go‑lives through proven cutover planning and orchestration.
• Supports better decisions through consistent risk and issue management.
• Improves stakeholder confidence with transparent communication and assured progress.
• Increases delivery success using repeatable, evidence‑based project methodologies.

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 richard.husband@arvatoconnect.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

723705234437032

Contact

Richard Husband
07867464428
richard.husband@arvatoconnect.co.uk

About the service

• Service categories:

  Cloud Support Services

  Set Up and Migration

  • Project management and governance

Service scope

• Service constraints: Support is primarily delivered remotely; onsite activity is by agreement at call‑off. Project timelines depend on buyer access to environments, data, and nominated SMEs, plus third‑party readiness for integrations and interfaces. Planning and cutover windows must align to agreed maintenance schedules and resource availability across teams. Scope changes follow formal change control and may affect milestones and testing cycles. Data migration and reconciliation activities require timely buyer validation and issue resolution. Where roles demand, personnel security clearances (e.g., BPSS) are required before onsite or privileged work.

User support

• Email or online ticketing support: Yes
• Support response times: Email and online ticketing support requests are acknowledged within one working day during UK business hours. Issues are prioritised and responded to in line with agreed service levels, with critical incidents handled more urgently. Weekend and extended support options can be agreed at call-off.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Our web chat functionality is assessed as part of our wider accessibility assurance activities for online support tools. We undertake accessibility testing against WCAG 2.2 AA requirements, focusing on usability with common assistive technologies and inclusive interaction patterns.; Testing includes verification of compatibility with screen readers, keyboard-only navigation and screen magnification tools, ensuring that users can access, navigate and interact with web chat features without reliance on a mouse or visual cues alone. We check that chat controls, message input fields, notifications and status updates are correctly exposed to assistive technologies and that focus order and labelling are logical and consistent.; Where third-party web chat platforms are used, we review supplier accessibility documentation and conformance statements and validate behaviour through internal accessibility testing. Findings are reviewed as part of continuous service improvement, and issues are prioritised for remediation where required.; Accessibility considerations are also incorporated into support processes, ensuring that users who cannot easily use web chat are able to access alternative support channels such as email or phone. Accessibility testing is revisited following material changes to the web chat interface or platform to maintain ongoing compliance.
• Support levels: We offer Standard and Enhanced support tiers:; ; Standard: Email/ticketing and phone support during agreed service hours; incident, request and change handling; daily/weekly reporting as required. Includes structured defect/issue management, checkpoints and escalation paths aligned to programme governance. A named Service Lead is provided for coordination.; ; Enhanced: All Standard features plus extended hours, increased response priorities, additional progress checkpoints, and on‑site presence by agreement at call‑off. Includes proactive performance reviews and continuous‑improvement actions during hypercare or critical phases. ; ; Costs: Pricing is tier‑based and agreed at call‑off according to coverage (hours), response targets, and required roles. Where applicable, service credits and remedies follow the call‑off terms. ; Roles provided: We can assign a Project Manager to coordinate delivery, reporting and stakeholder communication, and/or a Cloud Support Engineer (e.g., test, integration, migration specialist) for hands‑on activities across planning, testing, data migration, cutover and stabilisation. ; Support operations use structured methods (checkpoints, defect logs, daily stats) proven in ERP/cloud programmes, ensuring traceability, controlled decision‑making and timely resolution.
• AI chatbot: Yes

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Pricing

• Discount for educational organisations: Yes

Architecture roles

Business architect

Role level	UK Rate	Offshore Rate
Trainee business architect	£500.00
Associate business architect	£700.00
Business architect	£900.00
Lead business architect	£1,100.00

Data architect

Role level	UK Rate	Offshore Rate
Data architect	£900.00
Senior data architect	£1,100.00
Chief data architect	£1,500.00

Enterprise architect

Role level	UK Rate	Offshore Rate
Enterprise architect	£900.00
Senior enterprise architect	£1,100.00
Lead enterprise architect	£1,100.00
Principal enterprise architect	£1,500.00

Network architect

Role level	UK Rate	Offshore Rate
Associate network architect	£700.00
Network architect	£900.00
Lead network architect	£1,100.00

Security architect

Role level	UK Rate	Offshore Rate
Security architect	£900.00
Lead security architect	£1,100.00
Principal security architect	£1,500.00

Solution architect

Role level	UK Rate	Offshore Rate
Associate solution architect	£700.00
Solution architect	£900.00
Senior solution architect	£1,100.00
Lead solution architect	£1,100.00
Principal solution architect	£1,500.00

Technical architect

Role level	UK Rate	Offshore Rate
Associate technical architect	£700.00
Technical architect	£900.00
Senior technical architect	£1,100.00
Lead technical architect	£1,100.00
Principal technical architect	£1,500.00

Chief digital and data roles

Chief data officer

Role level	UK Rate	Offshore Rate
Chief data officer	£1,500.00

Chief information security officer

Role level	UK Rate	Offshore Rate
Chief information security officer	£1,500.00

Chief technology officer

Role level	UK Rate	Offshore Rate
Chief technology officer	£1,500.00

Cyber security roles

Cyber security audit and assurance

Role level	UK Rate	Offshore Rate
Lead cyber security audit and assurance	£1,100.00
Principal cyber security audit and assurance	£1,500.00

Cyber security governance and risk management

Role level	UK Rate	Offshore Rate
Associate cyber security governance and risk manager	£700.00
Lead cyber security governance and risk manager	£1,100.00
Principal cyber security governance and risk manager	£1,500.00

Cyber security monitoring

Role level	UK Rate	Offshore Rate
Associate cyber security monitoring	£700.00
Lead cyber security monitoring	£1,100.00
Principal cyber security monitoring	£1,500.00

Cyber security incident response

Role level	UK Rate	Offshore Rate
Associate cyber incident response	£700.00
Lead cyber security incident response	£1,100.00
Principal cyber security incident response	£1,500.00

Cyber security vulnerability management

Role level	UK Rate	Offshore Rate
Associate cyber security vulnerability management	£700.00
Lead cyber security vulnerability management	£1,100.00
Principal cyber security vulnerability management	£1,500.00

Cyber security testing

Role level	UK Rate	Offshore Rate
Associate cyber security testing	£700.00
Lead cyber security penetration testing	£1,100.00
Principal cyber security testing	£1,500.00

Data roles

Data analyst

Role level	UK Rate	Offshore Rate
Associate analyst	£700.00
Data analyst	£900.00
Senior data analyst	£1,100.00
Principal data analyst	£1,500.00

Data engineer

Role level	UK Rate	Offshore Rate
Data engineer	£900.00
Senior data engineer	£1,100.00
Lead data engineer	£1,100.00
Head of data engineering	£1,500.00

Data governance manager

Role level	UK Rate	Offshore Rate
Data governance manager	£1,100.00
Lead data governance manager	£1,100.00
Head of data governance	£1,500.00

Data scientist

Role level	UK Rate	Offshore Rate
Trainee data scientist	£500.00
Associate data scientist	£700.00
Data scientist	£900.00
Principal data scientist	£1,500.00
Lead data scientist	£1,100.00
Head of data science	£1,500.00

Machine learning engineer

Role level	UK Rate	Offshore Rate
Senior machine learning engineer	£1,100.00
Lead machine learning engineer	£1,100.00

IT operations roles

Application operations engineer

Role level	UK Rate	Offshore Rate
Associate application operations engineer	£700.00
Application operations engineer	£900.00
Senior application operations engineer	£1,100.00
Lead application operations engineer	£1,100.00
Principal application operations engineer	£1,500.00

Change and release manager

Role level	UK Rate	Offshore Rate
Configuration analyst	£900.00
Change and release analyst	£900.00
Change and release manager	£1,100.00

End user computing engineer

Role level	UK Rate	Offshore Rate
Associate end user computing engineer	£700.00
End user computing engineer	£900.00
Senior end user computing engineer	£1,100.00
Lead end user computing engineer	£1,100.00
Principal end user computing engineer	£1,500.00

IT service manager

Role level	UK Rate	Offshore Rate
IT service analyst	£900.00
IT service manager	£1,100.00
Senior IT service manager	£1,100.00
Head of IT service management	£1,500.00

Infrastructure engineer

Role level	UK Rate	Offshore Rate
Associate infrastructure engineer	£700.00
Infrastructure engineer	£900.00
Senior infrastructure engineer	£1,100.00
Lead infrastructure engineer	£1,100.00
Principal infrastructure engineer	£1,500.00

Infrastructure operations engineer

Role level	UK Rate	Offshore Rate
Associate infrastructure operations engineer	£700.00
Infrastructure operations engineer	£900.00
Senior infrastructure operations engineer	£1,100.00
Lead infrastructure operations engineer	£1,100.00
Principal infrastructure operations engineer	£1,500.00

Service desk manager

Role level	UK Rate	Offshore Rate
Service desk analyst	£900.00
Senior service desk analyst	£1,100.00
Service desk manager	£1,100.00
Head of service desk	£1,500.00

Service transition manager

Role level	UK Rate	Offshore Rate
Service acceptance analyst	£900.00
Service readiness analyst	£900.00
Service transition manager	£1,100.00
Lead service transition manager	£1,500.00

Product and delivery roles

Business analyst

Role level	UK Rate	Offshore Rate
Trainee business analyst	£500.00
Junior business analyst	£700.00
Business analyst	£900.00
Senior business analyst	£1,100.00
Lead business analyst	£1,100.00
Head of business analysis	£1,500.00

Delivery manager

Role level	UK Rate	Offshore Rate
Associate delivery manager	£700.00
Delivery manager	£900.00
Senior delivery manager	£1,100.00
Head of (Agile) delivery management	£1,500.00

Digital portfolio manager

Role level	UK Rate	Offshore Rate
Digital portfolio analyst	£900.00
Digital portfolio manager	£1,100.00
Senior digital portfolio manager	£1,100.00
Head of portfolio	£1,500.00

Product manager

Role level	UK Rate	Offshore Rate
Associate product manager	£700.00
Product manager	£900.00
Senior product manager	£1,100.00
Lead product manager	£1,100.00
Head of product	£1,500.00

Programme delivery manager

Role level	UK Rate	Offshore Rate
Programme delivery manager	£1,500.00

Service owner

Role level	UK Rate	Offshore Rate
Service owner	£1,500.00

Quality assurance testing (QAT) roles

Quality assurance testing (QAT) analyst

Role level	UK Rate	Offshore Rate
Tester (QAT)	£700.00
QAT analyst	£700.00
Senior QAT analyst	£900.00
Lead QAT analyst	£1,100.00

Test engineer

Role level	UK Rate	Offshore Rate
Tester (test engineer)	£700.00
Test engineer	£900.00
Senior test engineer	£1,100.00
Lead test engineer	£1,100.00

Software development roles

Development operations (DevOps) engineer

Role level	UK Rate	Offshore Rate
Apprentice DevOps engineer	£500.00
Junior DevOps engineer	£700.00
DevOps engineer	£900.00
Senior DevOps engineer	£1,100.00
Senior DevOps engineer - management	£1,100.00
Lead DevOps engineer	£1,100.00
Lead DevOps engineer - management	£1,100.00
Principal DevOps engineer	£1,500.00
Principal DevOps engineer - management	£1,500.00

Frontend developer

Role level	UK Rate	Offshore Rate
Apprentice frontend developer	£500.00
Junior frontend developer	£700.00
Frontend developer	£900.00
Senior frontend developer	£1,100.00
Lead frontend developer	£1,100.00
Head of frontend development	£1,500.00

Software developer

Role level	UK Rate	Offshore Rate
Apprentice developer	£500.00
Junior developer	£700.00
Developer	£900.00
Senior developer	£1,100.00
Senior developer - management	£100.00
Lead developer	£1,100.00
Lead developer - management	£1,100.00
Principal developer	£1,500.00
Principal developer - management	£1,500.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: BSI
• ISO/IEC 27001 accreditation date: Wednesday 7 September 2022
• What the ISO/IEC 27001 doesn’t cover: While it is not practicable to list exclusions in isolation, our ISO 27001 certification supports all contracted services to ArvatoConnect customers, including contact centre, back-office and IT services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Monday 16 January 2023
• What the ISO 9001 doesn’t cover: While it is not practicable to list exclusions in isolation, our ISO 9001 certification supports business process outsourcing, delivering a comprehensive range of front and back office services. This includes customer experience services and administrative services.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: Fbb5c636-5561-4d78-b819-3360c25ffe07
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: A774e5a5-9ad4-4cbf-a7a3-e47ea2c0ef05
• Other security certifications: Yes
• Any other security certifications:
  • Tisax
  • ISO 20000-1:2018

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 richard.husband@arvatoconnect.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.