IT Operating Model Design for a National FM Contractor
99.94% uptime achieved across all 14 sites. We delivered this outcome for National Facilities Management Company (1,200+ end users across 14 sites) by combining Windows Server, SCCM Deployments, Patch Management into a single strategic engagement.
What National Facilities Management Company was facing
A national FM company won a contract to manage facilities for a UK-wide retail chain, including IT infrastructure support across 14 sites. They did not have in-house IT expertise and needed a strategic advisor to design an IT operating model, define SLA frameworks, and identify a delivery partner — all under their brand. The contract required 4-hour on-site response for critical incidents and 99.9% uptime, and they needed a strategy before committing to delivery.
How we solved it
We designed a complete IT operating model, including SLA frameworks, monitoring strategy, and a white-label delivery partnership. We defined the service catalogue, established 24/7 monitoring across all 14 sites, and designed a UK-wide engineer dispatch network. We provided monthly SLA reporting frameworks for client reviews, and advised the FM company's leadership on contract management, risk mitigation, and service expansion opportunities.
What we delivered
Tools and skills applied
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Questions about this case study
Common questions about the project, timeline, and results.
Related services & insights
The facilities management expertise and technical capabilities behind this engagement.
Services
IT Warranty & Contract Management
Manage all your IT hardware warranties, support contracts, and renewals across multiple vendors in one place — with automated reminders and proactive renewal management.
Managed IT Support & Services
Managed IT support with 24/7 monitoring, proactive maintenance, and certified engineers — keeping your business running under one SLA.
Cyber Security Services
Managed cyber security services protecting UK businesses from evolving threats — risk assessments, defence-in-depth, compliance, and 24/7 monitoring.
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Sources & further reading
Independent guidance from UK regulators, standards bodies and technology vendors that underpins the advice on this page.
- IWFMInstitute of Workplace and Facilities ManagementThe professional body setting standards for UK facilities management.(opens in a new tab)
- National Cyber Security CentreCyber Essentials: overviewThe government-backed certification scheme often required in UK contracts and tenders.(opens in a new tab)
- National Cyber Security Centre10 Steps to Cyber SecurityThe UK's baseline framework for protecting business systems, people and data.(opens in a new tab)
- MicrosoftSecurity threat intelligence and researchVendor threat research and product security guidance.(opens in a new tab)
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