XMA LIMITED
XMA Service Desk
XMA’s service desk provides ITIL-aligned, UK-based support with configurable tiers. Services include incident, problem, and major incident management, request fulfilment, asset and configuration management, and continuous improvement. Accredited to ISO standards, XMA ensures secure, efficient operations, empowering users through automation, self-service, and comprehensive monthly reporting for continual improvement.
Features
- UK-based support centre staffed by over 150 IT specialists.
- ITIL-aligned processes ensure consistent, industry-standard incident management and resolution.
- Staff vetted to appropriate security levels aligned to customer requirement.
- Accredited to ISO20000, ISO27001, ISO9001, and ISO14001 standards.
- Multiple access channels: self-service portal, email, phone, and chat.
- Configurable service tiers: Standard, Enhanced, and Out of Hours options.
- Major incident management for rapid response to critical service disruptions
- Continuous improvement driven by customer feedback and monthly performance reporting.
- Asset, configuration, and request fulfilment management for comprehensive IT support.
- Dedicated Service Delivery Manager oversees delivery and user experience targets.
Benefits
- Improves first-contact resolution, shortening incident duration and user downtime significantly.
- Empowers users with self-service, automation, and real-time status visibility dashboards.
- Scales effortlessly during peaks, avoiding backlogs and maintaining service targets.
- Enables 24/7 support coverage, maintaining productivity during critical incidents seamlessly.
- Streamlines request fulfilment workflows, accelerating approvals and service delivery times.
- Enhances onboarding and leaver processes with standardised access provisioning controls.
- Improves collaboration across resolvers with governed handoffs and communication transparency.
- Accelerates issue resolution using automated workflows and comprehensive knowledge resources.
- Minimises major incident impact through proactive detection, escalation, and coordination.
- Reduces business risk and costs through ISO-accredited service governance standards.
Pricing
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at bidteam@xma.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 15
Service ID
6 8 7 7 5 2 7 2 3 4 3 1 0 3 9
Contact
XMA LIMITED
Nancy Clayton-Schofield
Telephone: 0115 846 4000
Email: bidteam@xma.co.uk
About your service
- Service categories
-
Cloud Support Services
Ongoing Support
- Product support capabilities
- Logging and management of incidents
- Reporting and proactive results analysis
Service scope
- Service constraints
- Some features e.g. extended hours, advanced knowledge management, or additional ITSM processes are optional and may be chargeable. These must be agreed upon in advance and included in the service contract.
User support
- Email or online ticketing support
- Yes
- Support response times
- Subject to the service tier subscription and the priority of the ticket, XMA can respond within 60 minutes on a 24x7x365 basis.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Yes
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- WCAG 2.2 AA
- Web chat accessibility testing
- XMA performs basic accessibility checks to ensure our web chat works effectively with common assistive technologies. This includes verifying keyboard navigation, ensuring screen readers can interpret key elements, and checking that labels, focus states and messaging follow WCAG 2.2 AA design practices. We also review the user journey for clarity and consistency. Where customers have accessibility teams, we work alongside them to ensure the configuration aligns with internal standards and user needs. For partner platforms, we rely on their established accessibility features and validate that our implementation supports an accessible experience.
- Support levels
-
XMA offers three support levels: Standard, Enhanced, and Out of Hours.
The Standard Service Desk provides Level 1 incident management during core business hours, acting as a single point of contact for logging and resolving common issues.
Enhanced support expands coverage to Level 2 and 3 incident management, problem management, request fulfilment, asset and configuration management, and additional ITSM processes, delivering a more comprehensive solution tailored to complex requirements.
Out of Hours support ensures incident management is available beyond standard hours, maintaining continuity and responsiveness.
All tiers are delivered by UK-based, security-vetted analysts and are fully ITIL-aligned, ensuring best practice and consistency. Service performance is measured by clear service level agreements, with monthly reporting and continual improvement initiatives. Flexible access channels, including self-service portal, email, phone, and chat, empower users and support efficient resolution, while ISO-accredited processes ensure security and reliability.
Pricing is provided on a per user per month basis as described in XMA’s G-Cloud 15 Pricing Document. - AI chatbot
- No
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Security Clearance (SC)
Pricing
- Discount for educational organisations
- No
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business architect | £714.00 | |
| Associate business architect | £857.00 | |
| Business architect | £1,071.00 | |
| Lead business architect | £1,414.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data architect | £1,236.00 | |
| Senior data architect | £1,414.00 | |
| Chief data architect | £1,786.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Enterprise architect | £1,313.00 | |
| Senior enterprise architect | £1,236.00 | |
| Lead enterprise architect | £1,414.00 | |
| Principal enterprise architect | £1,786.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate network architect | £714.00 | |
| Network architect | £1,071.00 | |
| Lead network architect | £1,236.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Security architect | £1,236.00 | |
| Lead security architect | £1,414.00 | |
| Principal security architect | £1,786.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate solution architect | £857.00 | |
| Solution architect | £1,071.00 | |
| Senior solution architect | £1,236.00 | |
| Lead solution architect | £1,414.00 | |
| Principal solution architect | £1,786.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate technical architect | £857.00 | |
| Technical architect | £1,071.00 | |
| Senior technical architect | £1,236.00 | |
| Lead technical architect | £1,414.00 | |
| Principal technical architect | £1,786.00 |
Chief digital and data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief data officer | £2,143.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief information security officer | £2,143.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief technology officer | £2,143.00 |
Cyber security roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Lead cyber security audit and assurance | £1,563.00 | |
| Principal cyber security audit and assurance | £1,750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security governance and risk manager | £1,250.00 | |
| Lead cyber security governance and risk manager | £1,563.00 | |
| Principal cyber security governance and risk manager | £1,750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security monitoring | £1,250.00 | |
| Lead cyber security monitoring | £1,563.00 | |
| Principal cyber security monitoring | £1,750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber incident response | £714.00 | |
| Lead cyber security incident response | £857.00 | |
| Principal cyber security incident response | £1,071.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security vulnerability management | £1,071.00 | |
| Lead cyber security vulnerability management | £1,236.00 | |
| Principal cyber security vulnerability management | £1,414.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security digital forensics | £1,071.00 | |
| Lead cyber security digital forensics | £1,236.00 | |
| Principal cyber security digital forensics | £1,414.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security testing | £857.00 | |
| Lead cyber security penetration testing | £1,236.00 | |
| Principal cyber security testing | £1,414.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate cyber security secure systems architecture and design | £857.00 | |
| Lead cyber security secure systems architecture and design | £1,414.00 | |
| Principal cyber security secure systems architecture and design | £1,786.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee analytics engineer | £714.00 | |
| Analytics engineer | £857.00 | |
| Senior analytics engineer | £1,071.00 | |
| Lead analytics engineer | £1,236.00 | |
| Head of analytics engineering | £1,414.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate analyst | £714.00 | |
| Data analyst | £857.00 | |
| Senior data analyst | £1,071.00 | |
| Principal data analyst | £1,236.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data engineer | £714.00 | |
| Senior data engineer | £857.00 | |
| Lead data engineer | £1,071.00 | |
| Head of data engineering | £1,236.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data ethics lead | £1,236.00 | |
| Head of data ethics | £1,414.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data governance manager | £1,071.00 | |
| Lead data governance manager | £1,236.00 | |
| Head of data governance | £1,414.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee data scientist | £833.00 | |
| Associate data scientist | £1,000.00 | |
| Data scientist | £1,250.00 | |
| Principal data scientist | £1,442.00 | |
| Lead data scientist | £1,650.00 | |
| Head of data science | £1,923.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Senior machine learning engineer | £1,000.00 | |
| Lead machine learning engineer | £1,250.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate performance analyst | £714.00 | |
| Performance analyst | £857.00 | |
| Senior performance analyst | £1,071.00 | |
| Lead performance analyst | £1,236.00 | |
| Head of performance analysis | £1,414.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate application operations engineer | £714.00 | |
| Application operations engineer | £857.00 | |
| Senior application operations engineer | £1,071.00 | |
| Lead application operations engineer | £1,236.00 | |
| Principal application operations engineer | £1,414.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Business relationship manager | £857.00 | |
| Senior business relationship manager | £1,071.00 | |
| Lead business relationship manager | £1,236.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Configuration analyst | £714.00 | |
| Change and release analyst | £857.00 | |
| Change and release manager | £1,071.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Operations analyst | £500.00 | |
| Senior operations analyst | £714.00 | |
| Operational control manager | £857.00 | |
| Head of command and control | £1,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate end user computing engineer | £714.00 | |
| End user computing engineer | £857.00 | |
| Senior end user computing engineer | £1,071.00 | |
| Lead end user computing engineer | £1,236.00 | |
| Principal end user computing engineer | £1,414.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| IT service analyst | £571.00 | |
| IT service manager | £786.00 | |
| Senior IT service manager | £1,071.00 | |
| Head of IT service management | £1,236.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Incident manager | £714.00 | |
| Major incident manager | £857.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate infrastructure engineer | £571.00 | |
| Infrastructure engineer | £714.00 | |
| Senior infrastructure engineer | £857.00 | |
| Lead infrastructure engineer | £1,071.00 | |
| Principal infrastructure engineer | £1,236.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate infrastructure operations engineer | £571.00 | |
| Infrastructure operations engineer | £714.00 | |
| Senior infrastructure operations engineer | £857.00 | |
| Lead infrastructure operations engineer | £1,071.00 | |
| Principal infrastructure operations engineer | £1,236.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Problem analyst | £643.00 | |
| Problem manager | £786.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service desk analyst | £357.00 | |
| Senior service desk analyst | £500.00 | |
| Service desk manager | £714.00 | |
| Head of service desk | £1,071.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service acceptance analyst | £643.00 | |
| Service readiness analyst | £714.00 | |
| Service transition manager | £857.00 | |
| Lead service transition manager | £1,071.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business analyst | £643.00 | £371.00 |
| Junior business analyst | £714.00 | £429.00 |
| Business analyst | £857.00 | £500.00 |
| Senior business analyst | £929.00 | £571.00 |
| Lead business analyst | £1,071.00 | £607.00 |
| Head of business analysis | £1,214.00 | £714.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate delivery manager | £643.00 | |
| Delivery manager | £786.00 | |
| Senior delivery manager | £1,071.00 | |
| Head of (Agile) delivery management | £1,214.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Digital portfolio analyst | £714.00 | |
| Digital portfolio manager | £857.00 | |
| Senior digital portfolio manager | £1,071.00 | |
| Head of portfolio | £1,236.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate product manager | £643.00 | |
| Product manager | £857.00 | |
| Senior product manager | £964.00 | |
| Lead product manager | £1,071.00 | |
| Head of product | £1,236.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £1,236.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service owner | £1,071.00 |
Quality assurance testing (QAT) roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Tester (QAT) | £571.00 | £357.00 |
| QAT analyst | £643.00 | £393.00 |
| Senior QAT analyst | £714.00 | £429.00 |
| Lead QAT analyst | £857.00 | £500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Tester (test engineer) | £643.00 | £357.00 |
| Test engineer | £786.00 | £393.00 |
| Senior test engineer | £929.00 | £429.00 |
| Lead test engineer | £1,071.00 | £500.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Test manager | £1,214.00 | £607.00 |
| Head of test | £1,286.00 | £714.00 |
Software development roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Apprentice DevOps engineer | £571.00 | |
| Junior DevOps engineer | £714.00 | |
| DevOps engineer | £786.00 | |
| Senior DevOps engineer | £929.00 | |
| Senior DevOps engineer - management | £1,071.00 | |
| Lead DevOps engineer | £857.00 | |
| Lead DevOps engineer - management | £964.00 | |
| Principal DevOps engineer | £1,071.00 | |
| Principal DevOps engineer - management | £1,143.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Apprentice frontend developer | £571.00 | |
| Junior frontend developer | £643.00 | |
| Frontend developer | £714.00 | |
| Senior frontend developer | £821.00 | |
| Lead frontend developer | £857.00 | |
| Head of frontend development | £1,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Apprentice developer | £571.00 | |
| Junior developer | £643.00 | |
| Developer | £714.00 | |
| Senior developer | £929.00 | |
| Senior developer - management | £1,236.00 | |
| Lead developer | £1,236.00 | |
| Lead developer - management | £1,143.00 | |
| Principal developer | £1,214.00 | |
| Principal developer - management | £1,214.00 |
User-centred design roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Junior accessibility specialist | £571.00 | |
| Accessibility specialist | £714.00 | |
| Senior accessibility specialist | £857.00 | |
| Head of accessibility | £1,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate content designer | £571.00 | |
| Junior content designer | £714.00 | |
| Content designer | £857.00 | |
| Senior content designer | £1,000.00 | |
| Lead content designer | £1,071.00 | |
| Head of content design | £1,143.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Content strategist | £893.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate graphic designer | £571.00 | |
| Junior graphic designer | £643.00 | |
| Graphic designer | £750.00 | |
| Senior graphic designer | £821.00 | |
| Lead graphic designer | £929.00 | |
| Head of graphic design | £1,071.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate interaction designer | £571.00 | |
| Junior interaction designer | £643.00 | |
| Interaction designer | £714.00 | |
| Senior interaction designer | £929.00 | |
| Lead interaction designer | £1,000.00 | |
| Head of interaction design | £1,071.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate service designer | £714.00 | |
| Junior service designer | £786.00 | |
| Service designer | £857.00 | |
| Senior service designer | £1,071.00 | |
| Lead service designer | £1,236.00 | |
| Head of service design | £1,414.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Technical writer | £643.00 | |
| Lead technical writer | £786.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate user researcher | £536.00 | |
| Junior user researcher | £607.00 | |
| User researcher | £714.00 | |
| Senior user researcher | £786.00 | |
| Lead user researcher | £857.00 | |
| Head of user research | £929.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- LRQA Limited
- ISO/IEC 27001 accreditation date
- Thursday 27 November 2025
- What the ISO/IEC 27001 doesn’t cover
- The certificate scope covers the full company business operations, across all business locations, applicable and relevant to the delivery, deployment and management of IT solutions, support and services in accordance with Statement of Applicability Version 4, and is audit against the new 2022 standard.
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- Yes
- Who accredited the ISO 9001 certification
- LRQA Limited
- ISO 9001 accreditation date
- Monday 17 February 2025
- What the ISO 9001 doesn’t cover
- The certificate scope covers the full company business operations, across all business locations, applicable and relevant to the Delivery, Deployment and Management of IT Solutions, Support and Services.
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- Barclaycard
- PCI DSS accreditation date
- Thursday 9 January 2025
- What the PCI DSS doesn’t cover
- Our PCI DSS certification applies exclusively to payment processing systems and hosted payment gateways and does not extend to non‑payment systems, corporate IT infrastructure, or business applications outside the cardholder data environment.
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- B5f066ef-ff99-48a9-94b0-23f1f0ee595b
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 2d75659c-9df3-4d75-9406-9052a6e68c4b
- Other security certifications
- Yes
- Any other security certifications
- IASME CYBER ASSURANCE LEVEL ONE
Social value
- Section B - Commitment for Future: Delivery
-
-
Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero
Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.
- Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
-
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at bidteam@xma.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.