Paul Adam is our talented Technical Director based in Aberdeen. Paul is responsible for leading our Managed Services Teams and ensuring all tickets have been dealt with. He is a stickler for excellent customer service, always going the extra mile to make sure clients have the right IT solutions. He recently sat down with us and told us about his experience at Zenzero.
>
“Career highlights? Telling everyone about being on stage with Metallica!”
Explain your journey at Zenzero
I took a job as Technical Director at Dynamic Edge back in January 2020. I was really excited to enter into a new job role but after two months the pandemic hit… so what was going to be a very exciting change was even more so, as it was a bit of a “baptism of fire”. With remote working solutions on the rise, we were successful in enabling a seamless and secure transition for our clients.
In October 2021, Dynamic Edge was acquired by Zenzero. I moved into the Zenzero world in my same role. I was previously working with a team of 50 people and jumped straight into a team of 120-130, which was a big step up for me but I enjoyed the challenge. The journey since then has been all about the standardisation process.
My position changed slightly from being responsible for all aspects of the business’ technical function. However, as the business got bigger we needed to tighten down our focus. So I took on the responsibility of all aspects of our Managed Services Teams, including our Service Delivery and Technical Delivery teams. The challenge was bringing them together to operate under the same process to ensure that they’re singing to the same hymn tune – understanding the challenges and complexities of escalations.
What do you enjoy most about being Technical Director?
No two days are exactly the same. Of course there’s reoccurring themes – there’s the usual challenges you have with resourcing, technical challenges, and P1s. We don’t love P1s but they happen and need to be dealt with accordingly. We’re servicing a client base of thousands of users globally. Therefore, we always need to be sharp, responsive and provide quality service and that’s ultimately what I’m there to do – ensuring we adhere to that. Since we are a Managed Service Provider, we’re in customer service so it’s important that we strive for always doing better and one of my mantras include: “Being good is great. Being better is hard.”
What are your career highlights?
Telling everyone about being on stage with Metallica!
Before bringing things together, there were different teams, cultures, ideas and opinions. It was important to get everything settled and getting into an understanding of the road we’re on as a team – that’s probably the single biggest highlight. We’ve got various things that we’ve also done in supporting that method – the inception of the Lifecycle Team, the way that team operates which was one of the things I spearheaded. It’s all good thinking we are on top of tickets and SLA’s but we needed almost like a governor, someone checking in on us and making sure what we’re saying, we’re actually doing. Putting that in place across the Service Delivery Team has been a huge change for us. It’s not an overnight change, not everything is fixed in one day but we’re confident in overcoming any barriers.
Best career lesson?
Be honest and upfront every time. Also, always listen to feedback. Listen to what people are saying and act on it.
Join The Zenzero team
Zenzero are expanding rapidly and there are opportunities in all area of the business. If you would like to know more about our available roles, view our current vacancies here.