Our Organisation

Neptune Managed Services understands that when it comes to IT support all businesses have different needs. Be it to keep IT costs predictable, avoid unexpected issues, or make a plan for business growth and continuity… Neptune Managed Services offer a range of support services to fit the needs of any organisation.

National Response Centre (NRC) and Technical Services


Neptune Managed Services National Response Centre is manned by our Level 2/3 technical engineers. The NRC provides our engineers visibility of any major events or potential events that could be circumvented, and also the necessary tools to remediate incidents remotely where possible. Our remote monitoring solution delivers powerful network performance monitoring including:

  • Detailed monitoring and analysis of performance data for nominated critical devices, such as servers, routers, switches
  • 24×7 monitoring
  • Real time performance statistics for the diagnosed devices
  • Alerts, reports and best practice thresholds

Technical Services is responsible for the daily operations of the business and includes:

  • Customer relationship and queries when on the NRC
  • Approving complex technical design for existing and new customers from the PMO
  • Coordinating resources with the PMO
  • Managing escalations

National Service Desk (NSD)

Neptune Managed Services provides a comprehensive outsourced Service Desk solution. We use Central as our service management tool. Our Service Desk is operational from 8am to 6pm, Monday to Friday by personnel that possess excellent communication skills and will also have access to a full range of engineering resources with varying technical capabilities, network and systems.

Our National Service Desk is the single point of contact between users and our highly qualified IT resources.

The primary functions of our Service Desk include:

  • Incident control and logging of tasks to ensure requests are actioned with minimal delay
  • Proactively managing the life cycle of all service requests
  • Effective customer communication

Project Management Office (PMO)

Neptune provides a professional project management office for the delivery of strategic projects.

Our Project Management Office functions include:

  • Governance
  • Performance Management
  • Schedule Management
  • Financial Management
  • Risk, Issue and Scope Management
  • Resource Management
  • Quality Management
  • Communication Management
  • Supplier Management

Project Management Office (PMO) Functions

Our PMO’s governance function plays an important role by providing decision support for project sponsors, decision makers, and stakeholders involved in the project.

Performance Management
The performance management function integrates project level status reporting and generates the program level status for executive reviews. Our PMO investigates specific performance issues and communicates accordingly. Our PMO also enforces consistent performance reporting guidelines to ensure consistent project reporting.

Schedule Management
Our PMO will develop a detailed project plan identifying project milestones. Our PMO also monitors schedule variances and recommends corrective action.

Financial Management
Our PMO will track actual spend and forecast future costs, reporting cost variances and adjusting project forecasts based on change control.

Risk, Issue and Scope Management
Our PMO supports individual projects by identifying and evaluating risk, issues and change requests to a project. The PMO manages the specific reviews and documents key decisions.

Resource Management
Our PMO will manage the required IT resource allocations and resource capacity needs across the entire project lifecycle, or as required by a client. Our resource management model ensures our PMO can make efficient and effective decisions for project resource prioritisation.

Quality Management
Our PMO provides quality management by providing expertise in quality control, quality assurance, coordinating quality testing.

Communication Management
Our PMO will develop a communication plan and ensure effective communication to all project stakeholders is provided.

Supplier Management
Our PMO supports supplier management by monitoring the various suppliers providing services to the project.

Business Process Office

Our Business Process Office is responsible to ensure our organization continues to be more effective, more efficient and more capable of adapting to an ever-changing environment. Our Business Process Office is about process agility and operational excellence.

Our Business Process Office is responsible for liaising and meeting with our clients to ensure our high levels of customer service is being met, and ideally exceeding our customer expectations – this customer engagement also includes monthly detailed reporting. This function also extends to working closely with management to assist with the continued growth of Neptune Managed Services ensuring all customers, both current and potential are informed of the broad service offerings available to them.

Business Development and Marketing

Business Development and Marketing develop specific service catalogues which are to be offered to existing and new clients. Catalogues to include Cloud offerings, MS Services, PassPortal etc. Business Development and Marketing will also identify new markets and strategic partnerships to further evolve Neptune Managed Services as a leading provider.