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CMS Group Ltd

Technology Management Consultancy. Technology, run with intent. Since 1990.

0203 404 4700hello@cms-group.net
United Kingdom

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Registered in England and Wales · Company no. 02513535

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  1. Capabilities
  2. /
  3. Operational Excellence

Capability

Operational Excellence

Reliable, efficient, measurable

Proven practices and metrics that ensure consistent service delivery and continuous improvement.

Strategy is already in.

Delivered through 16 service areas

Services That Deliver This Capability

Operational Excellence is embedded throughout our service portfolio. These are the service areas where the capability is governed, operationalised, and measured.

Operate•13 services
operate

24/7/365 IT Support

Round-the-clock support with 18-second average response time

18 seconds Average response time87% First contact resolution
View service
operate

Service Desk & User Administration

Starters, leavers, and everything in between

Same day New starter readiness100% Offboarding completion
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operate

Technical Services

Infrastructure expertise when you need it most

L3 expertise Senior engineers on every engagementRoot cause Analysis on all major incidents
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operate

Field Engineering

Nationwide onsite support when remote isn't enough

UK-wide Coverage networkSame/next day Response for critical issues
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operate

Co-Managed IT

Augment your team with specialist capability

Flexible Engagement modelsDefined Responsibility boundaries
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operate

ISP & Vendor Management

We manage your suppliers so you don't have to

Single point Vendor contactSLA tracking Performance monitoring
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operate

Strategic IT Partnership

Fully managed: 24/7 support plus strategy and transparency

24/7/365 In-house support, no outsourcingStrategy Roadmaps and vCIO
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operate

Special Projects & Project-Led Delivery

Discrete projects delivered to a high standard

Scoped Clear deliverables and timelineExpert Same team quality as managed
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operate

Hardware & Software Procurement

Sourcing, licensing, and lifecycle management

Single point One contact for procurementTransparent Clear pricing and options
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operate

Internet & Business Connectivity

Broadband, leased lines, and multi-site connectivity

Right fit Quotes matched to needManaged Vendor and fault management
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operate

SIM & Mobile Contracts

Business mobile and data, single-point management

Bulk rates Business tariffsSingle point Contract and renewal management
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operate

Managed Print

Print fleet management and predictable costs

Predictable Cost per page or fixedManaged Fleet and supplies
View service
operate

Procurement & Asset Lifecycle

Procure, deploy, refresh, and retire—with full visibility

Full lifecycle Procure to secure disposalAsset register Warranty and refresh visibility
View service
Modernise•3 services
modernise

Network & Connectivity

The backbone of your digital operations

SD-WAN Modern connectivityEnterprise-grade Network equipment
View service
modernise

Server & Storage

On-premises infrastructure, expertly managed

Lifecycle Complete managementProactive Capacity planning
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modernise

Voice & Communications

Teams Phone, calling plans, and unified communications

Teams Phone Native M365 voiceFlexible Calling Plans / Operator Connect / Direct Routing
View service

Why Operational Excellence Matters

  • Delivers predictable, measurable service so you can plan with confidence.
  • Reduces firefighting and escalations through proactive management.
  • Creates transparency and accountability via clear SLAs and reporting.
  • Continuously improves through data-driven feedback and refinement.

Our Approach

Operational Excellence is not an add-on. It is built into delivery from day one, with clear ownership, visible standards, and outcomes your leadership team can verify.

Discuss strategic fit

Recent success stories

Selected client outcomes from across our engagements.

Hospitality

Cameron House

Legacy systems unable to support growth ambitions for this iconic luxury resort on Loch Lomond.

Hospitality

English Lakes Hotels

Underperforming incumbent IT provider consuming internal IT time instead of supporting the business.

Hospitality

Village Hotels

Frequent network outages impacting guest experience across 34+ sites with 4,000+ employees.

Explore Other Capabilities

Zero Trust Architecture

Never trust, always verify

AI & Automation

Intelligent systems that work for you

Compliance & Governance

Risk-aware, regulation-ready

Cloud-First Strategy

Agility through cloud-native thinking

Ready to strengthen this capability?

Assess current maturity, prioritise next actions, and align a delivery plan for operational excellence with a CMS specialist.

Assess strategic maturitySpeak to a Specialist