Central Service Desk and Lead Integrator Service for His Majesty's Treasury

His Majesty's Treasury (HMT) is seeking a single supplier to deliver an integrated Central Service Desk and Lead Integrator service that will serve as the primary point of contact for all technology users and coordinate service delivery across multiple suppliers. The service will combine incident, request, problem and change management with service integration and supplier governance, creating a streamlined operating model that reduces management overhead while maintaining proportionate governance for HMT's technology environment. The successful supplier must demonstrate capability in ITIL-based service management practices, multi-supplier coordination, and the five strategic imperatives: delivering value for money, supporting digital modernisation with AI-assisted and self-service capabilities, implementing appropriate governance, maintaining security and resilience in a sensitive environment, and improving staff experience. Key responsibilities include operating the central service desk, managing service transitions and mobilisation, overseeing the Change Advisory Board, coordinating cross-supplier incidents, governing supplier performance, and providing service reporting and continual improvement. The supplier must work effectively within HMT's multi-supplier ecosystem alongside End User Compute and other Treasury Information Services providers. This procurement will be conducted through the Government Commercial Agency (GCA) Technology Services 4 (TS4) Framework Agreement (RM6190), specifically Lot 2.3, which combines Transition and Service Integration and Management (SIAM) capabilities with End User Services. Competition is limited to suppliers already appointed to TS4 Lot 2.3.