University: IT Operations Centre Resources

Situation/Requirements:​

The University of Manchester embarked on a major transformation programme to strengthen the resilience, availability, and operational maturity of its IT services. As part of the Evolve – Infrastructure programme, the University needed to establish a brand‑new IT Operations Centre (ITOC) capable of providing 24/7, 365‑day support for a complex and diverse infrastructure estate.

With an immovable deadline and a highly constrained labour market, the University partnered with Certes IT to rapidly deploy experienced contractors who could stabilise operations immediately, while giving the hiring manager the time and space required to build a high‑performing permanent team around them.

Challenge:

Creating a new ITOC from the ground up presented several significant challenges:

  • Extremely tight timeframe
    The ITOC needed to be operational within a three-week window, leaving no margin for lengthy recruitment cycles.
  • Specialist skills in a limited geography
    Candidates needed to be within commuting distance and possess hands-on experience in IT operations, infrastructure monitoring, and ITIL-aligned support environments.
  • 24/7 operational requirements
    The roles required flexibility to work 12‑hour shifts, covering 24/7, 365‑day operations, something that significantly reduced the available talent pool.
  • Non-standard support model
    The ITOC combined monitoring, helpdesk, and field support functions, requiring adaptable professionals comfortable working across the ITIL service lifecycle, rather than in siloed roles.
  • Long-term workforce planning
    While immediate operational capability was critical, the hiring manager’s longer-term goal was to build a permanent team, not rely indefinitely on contractors.

Solution

Certes IT Recruitment worked closely with the University’s IT leadership to deliver a contractor‑led interim solution that would stabilise the environment immediately and support long‑term workforce development.

Key actions included:

  • Rapid mobilisation
    Within 24 hours of the initial briefing call, Certes IT presented pre‑qualified contractors with the right blend of technical capability, operational experience, and shift‑based working flexibility.
  • Culture‑fit as well as skills‑fit
    Beyond technical competence, Certes IT focused on identifying individuals who aligned with the culture and values of the University’s IT function, ensuring smooth integration into the new ITOC.
  • Deployment of critical pillar roles
    Certes IT successfully onboarded three core pillar roles, providing the backbone of the new IT Operations Centre and ensuring immediate operational coverage.
  • Contractors as enablers, not blockers
    Contractors were positioned deliberately to support and mentor, helping to establish processes, knowledge transfer, and operational standards that permanent staff could inherit and build upon.

Outcome

The partnership delivered both short‑term operational success and long‑term strategic value:

  • The IT Operations Centre was stood up on time and fully operational within the three‑week window.
  • 24/7 infrastructure monitoring and support was established without disruption to critical services.
  • The hiring manager gained breathing space to recruit permanent staff properly, without compromising service delivery.
  • Contractors provided continuity, stability, and operational maturity while the permanent team was built around them.
  • The University avoided rushed permanent hires, reducing long‑term risk and improving retention.

“Amanda and Jo took time to understand theroles (Briefing Meetings) I had and were able to source candidates that met my needs. I wouldn’t have been able to build the team without their help.”​

– IT Operations Centre Manager, UoM