Managed IT & Telephony services, including support and maintenance

Tender description

*** CONTRACT AWARD *** Atrium Homes seeks a Managed Service Provider (MSP) to assume and continue all current managed services, accelerate adoption of Microsoft 365, transition remaining on‑premises services to cloud, and deliver an ongoing, proactive and strategic service (security, governance, roadmap, and value assurance). Lot 1: *** CONTRACT AWARD *** Atrium Homes intends to appoint a suitably qualified Managed Service Provider (MSP) to deliver end‑to‑end managed IT services. The appointed MSP will (a) assume and continue all current managed services across end‑user, server, network, security, voice and connectivity; (b) lead the adoption of Microsoft 365 and modern endpoint management; (c) migrate remaining on‑premises services to cloud services (Microsoft 365/Azure/SaaS) including structured decommissioning; and (d) provide a proactive strategic service encompassing cyber security alignment, compliance readiness (including Cyber Essentials/Plus), service governance, and continuous improvement. Current estate/services to be continued: Direct End User support & operations: Business‑hours service desk (08:00–18:00 Mon–Fri incl. Bank Holidays), SLA‑backed, unlimited remote/on‑site escalation, ticketing, device/OS support, network monitoring and reporting, server/desktop patching and upgrades (including Azure workloads), software/hardware procurement assistance, DNS management, MDM via Microsoft Intune, Zero Trust & Conditional Access via Entra/Intune/M365 Business Premium, Microsoft 365 tenant and licence management, vulnerability scanning & remediation, Cyber Essentials/Plus preparation, user/management training, simulated phishing, dark web scans, and quarterly technology business reviews. Security & tooling bundle: Server backup & DR, EDR/next‑gen anti‑malware, DNS filtering, RMM/patching/auditing agent, SaaS backup for M365 (Exchange, SharePoint, Teams), third‑party patching (e.g., Adobe/Sage), and an application allow‑listing control. Connectivity / telephony / edge: Management of Business FTTP 1G/115 and FTTP 550/75 circuits; SonicWALL Firewall‑as‑a‑Service (TZ570) under contract to April 2028; Ubiquiti U6‑Pro managed Wi‑Fi (x3 APs); VoIP Horizon user subscriptions (x30); Horizon Webex softphone subscriptions (x25); Mobile Business Extra +4GB (x10); and Azure DR/BC (standby images) environment. Additional outcomes sought: Microsoft 365 adoption across collaboration, security and management (Exchange Online, SharePoint Online/OneDrive for Business, Teams incl. telephony integration options, Intune modern management, Entra ID security baselines, data classification/DLP and retention). Cloud migration & on‑prem decommissioning, including discovery, dependency mapping, migration execution (files, apps, identity, policies), validation and controlled switch‑off. Proactive strategy & governance: Quarterly (minimum) executive reviews with roadmap; continuous security posture improvement; budget & licence optimisation; risk management and compliance readiness (CE/CE+), and measurable service improvement plans. Contract type/term: Multi‑year managed service with transition‑in, steady‑state, and optional transformation work‑packages (migration/adoption), with exit assistance at end of term. Supplier qualifications: Demonstrable Microsoft 365 and Azure competence; experience with housing or regulated sectors, CE/CE+ readiness, and managed firewall/voice/connectivity; capacity to deliver both BAU and transformation without service disruption.