IT operations support managed service

Tender description

UKBC is seeking a Bidder that can provide an IT operations support managed service at UK Biocentre’s site in Milton Keynes Lot 1: UKBC requires the provision of an IT operations support service at its site at Units 2-3 Java Park, Bradbourne Drive, Tilbrook, Milton Keynes, MK7 8AT. UKBC’s facility is an operational healthcare testing centre that is currently operating 7 days a week on a 24/7 basis and accordingly UKBC requires IT operations support that reflects these operational days and hours. The volume of IT support services required will need to be amended over the term of the contract to reflect the needs of UKBC’s core business including the development of operations and future projects as well as the wind-down of operational hours once the COVID-19 testing service is no longer required or is no longer required to the same testing capacity. In order to satisfy evolving COVID-19 testing requirements, UKBC necessarily maintain extremely flexible laboratory and business operations, and the same approach must be reflected in the IT operation support managed services. For example, this highly fluid situation does not lend itself to a traditional IT approach of a procedure-driven service desk and catalogue-driven solution provisioning. For this reason, UKBC do not operate a traditional demarcation between first-line and second-line IT support teams, but requires a single combined general IT operations support team with the same resources covering both first-line and second-line tasks, and all providing flexible, ad-hoc and investigative solutions as well as the traditional IT support basics.