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The Scottish IT business has been appointed to roll out artificial intelligence and automation solutions across its business to increase productivity and service delivery for the large client footprint.

Selected following a highly competitive group wide tender, Certum is one of three operating companies, alongside two US-based peers, Vann Data and Altourage, chosen to deliver Lyra’s flagship AI transformation programme. The initiative aims to fundamentally redesign key operational functions for an AI-enabled future, focusing on structural change rather than incremental automation.

The win marks the largest contract in the company’s history as Certum was the only UK-based company to reach the final five.

The programme will see Certum design and implement an AI-powered helpdesk platform alongside automation tools to streamline project delivery and account management across the business.

As part of its role, Certum will serve as part of the group’s innovation centre, responsible for designing and validating an advanced managed services model that integrates intelligent systems with human expertise. The objective is to eliminate repetitive coordination and manual processes, freeing engineers to focus on strategic, high value work requiring judgement, accountability and strong client relationships.

Certum CEO, David Wilson, said: “For a team based in Rutherglen to lead a global AI transformation programme for a US-headquartered technology group is a huge moment for us.

“We were competing against more than 115 established partners across the world, so to be selected to deliver this programme is a real endorsement of the capability we’ve built here in Scotland.

“This is not about replacing people with technology. It is about redesigning how work flows through a Managed Service Provider (MSP) so our engineers can focus on the areas where human expertise genuinely matters.

“In a traditional model, growth is closely tied to headcount. Our ambition is to build a system where technology handles coordination, orchestration and repetition, while our people concentrate on complex decision making, client trust and delivering meaningful outcomes.”

The project is being delivered through teamwork, combining Certum’s own engineering staff, Scottish data and AI consultancy Head for Data, with their specialist team of senior AI experts brought together specifically to help realise the programme’s goals. The best minds in the space have been hired and will drive the ambitious project forward.

A major component of the programme is a full redesign of the traditional service desk. In the new model, intelligent systems will automatically classify, enrich and, where appropriate, resolve routine issues before escalating to engineers when complexity, risk or client impact warrants human intervention. Governance controls, Data Guards, authority thresholds, and human oversight are core to the model’s architecture.

The project is also expected to create a number of specialist new roles for both partners to build out its AI capability to support Lyra’s global business goals.

The first stage is expected to be fully operational by September 2026, with a comprehensive solution ready for deployment across real-world business environments.

Mr Wilson added: “AI should be used to enhance professional services, not diminish them. If we succeed, we’ll create a model where technology genuinely assists people, resulting in a stronger business and better outcomes for our clients.

“We’re delighted to be pioneering progress at the forefront of the AI technology sector and, as always, our motto is powered by people, driven by technology.”

Certum are planning an AI Summit for the middle of the year which will bring together industry leaders in the AI space – further details to be announced soon.

Colin Parry from Head for Data said: “AI is rapidly reshaping the managed services sector, but many organisations are still operating on legacy models. This programme demonstrates how automation and intelligent systems can transform service delivery at scale. Work has already begun and we’re excited to see the many benefits it’s going to bring across the portfolio.”