• A core managed service, management of all ICT against an agreed SLA
• A Service Desk, available 51 weeks a year including out of hours access and emergency support
• Local staffing which suppliers deem necessary to deliver the service and meet the SLA requirements
• Strategic advice and direction to the College's leaders regarding ICT policy, procedures and best practice
• Responsibility for design, specification, installation, and management of all ICT infrastructure
• Supply of goods and services based on an agreed Best Value approach
• Management of 3rd parties where relevant to the ICT support
• Relevant monitoring, management, patching
• Regular performance reporting
• Access to the highest quality digital training materials to support in-house delivery
• Advice on the impact of policy updates on the ICT solution and support
• There is an expectation that the provider will support and/or drive innovation, particularly around AI and environmental sustainability.
• Maintain technical documentation
• Maintain operational documentation, for example inventory management and risk registers
• Collective partnership targets aligned to the College's objectives
• In College support for the integration and upgrade of the ICT Solution.
• Suppliers may be required to deliver a range of technology and change management projects in addition to the providing the core managed service. There will be immediate project work needed in 2026