ICT Managed Service

North Star Housing Group is undertaking preliminary market engagement from suitable providers, for a Managed Service Partner (MSP) to provide and support core ICT infrastructure and networks.

North Star's current managed service contract terminates in mid-March 2026 and was its architecture was designed around a legacy co-location data centre and MPLS network design. Over recent years, North Star has adopted a "Cloud First" strategy for the delivery of its ICT services and many of its legacy systems are now delivered as Software as a Service (SaaS) solutions. A small number of applications remain to be hosted by the appointed MSP, and these will potentially further reduce during the contract term as further hosted applications are replaced by SaaS solutions.

The MSP will be required to support North Star's users at its headquarters in Stockton-on-Tees, eight smaller sites in the region and users who work either from home (a hybrid working model has been adopted since the Covid pandemic) or using mobile technologies in the field. Note that it is expected that the MSP will deliver a significant amount of service remotely and limited attendance at North Star premises around Stockton-on-Tees may be required. Visits to staff homes or partner locations will not be required.

Subject to revision prior to the publication of a Tender Notice, the scope of the MSP contract is expected to include:

• Hosting
• Wide Area Networks
• Local Wired and Wireless Area Networks
• Second- and Third-Line Service Desks
• Security including Firewall Management
• Patching
• Backup
• Business Continuity
• End-User Device Provision (currently Citrix); note that supply, support and logistics for end-user devices is not in-scope
• Account Management
• Monthly Service Reports and Meetings
• Onboarding of Services
• Rate Card for ad-hoc work

The contract values and dates are indicative at this time and will be confirmed when the Tender Notice is issued.