We simplify the challenge of managing critical technology so you can focus on your business. Our UK-anchored team provides 24/7/365 Managed Services, keeping critical IT, cloud, network and cyber environments stable, secure and resilient while continuously improving service quality and delivering measurable value.
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Core Managed Service Capabilities
Global Managed Services (GMS) at Sword provides 24/7/365 UK-anchored management of IT, OT, network, cloud, and cyber infrastructure, combining transparent SLA guarantees with continuous cost optimisation.
24/7/365 proactive monitoring, management and optimisation of network, infrastructure and cloud environments, combining intelligent observability with expert operational teams to identify, prevent and resolve issues before they impact the business.
- 24/7/365 operational monitoring and response
- Intelligent alerting, correlation and triage
- Network and infrastructure management
- Cloud infrastructure operations
- Carrier and supplier management
- Hardware lifecycle and maintenance
- Incident detection and response
- Service performance and SLA reporting
- Operational governance and continuous improvement
Operational ownership of business-critical applications, databases and cloud platforms, combining specialist engineering capability with structured service management to maintain availability, performance, security and continual improvement.
- Application and database operations
- Tier 1–3 incident and problem management
- Application patching and lifecycle management
- Performance monitoring and optimisation
- Release and deployment management
- Microsoft 365 and cloud platform operations
- Database administration
- ServiceNow workflow and service management
- Service performance reporting and governance
- Continual service improvement
A consistent end-user service combining service desk operations with onsite support, backed by remote specialists, shared knowledge and the wider Managed Services capability. This brings together the right people, expertise and technology to resolve issues quickly and provide a consistent experience wherever users are working.
- UK-based service desk and integrated onsite support
- Multi-channel service, intelligent triage and remote specialist escalation
- End-user, device, endpoint and Microsoft 365 support
- Joiner, mover and leaver services
- Shared knowledge, self-service and consistent ways of working
- Service management, performance reporting and continual improvement
Business Outcomes
Operational Resilience
Specialist Capability
Business Continuity
Case Study
Enabling Resilient 24/7 Operations Across Critical National Infrastructure
Context
Supporting critical 24/7/365 operations across a national estate, including infrastructure supporting the UK’s energy network.
Solution
Sword established and operates a managed service covering data centre networking, critical control room telephony and LEO satellite connectivity, combining expert operational teams with enterprise observability and ServiceNow ITSM to provide proactive monitoring, control and service management.
Outcome
Delivered a controlled transition into managed operations, establishing resilient service foundations, clear operational governance and ongoing service stability.
Leadership Spotlight
Daniel Sneddon
Business Unit Director, IT Services
Experienced IT services leader with a track record of leading complex managed service transitions, service desk transformation and ITIL-aligned service operations across regulated environments. Focused on establishing strong operational control, consistent ways of working and sustainable service outcomes.
More Information
Sword takes a controlled, structured approach to transition, with service continuity and operational control at the centre. We establish the baseline, understand the current service, validate people, processes, technology, documentation and responsibilities, and identify risks before ownership transfers. We then build, test and prove the service through agreed acceptance criteria, controlled knowledge transfer and, where required, parallel running and hypercare. The objective is simple, take ownership without taking unnecessary risk, and enter BAU with the service ready to operate from day one.
We don’t simply pass the incident to another team and lose ownership. Incidents are managed through a clear escalation model, with the right technical expertise brought in based on the issue, impact and urgency. Service Desk, Service Operations and specialist teams work as one, drawing on expertise across infrastructure, cloud, network, cyber, applications and data. Throughout the escalation, ownership, communication and customer focus remain clear, the problem may move between technical teams, but accountability for the outcome does not.
Sword connects customers to specialist expertise through an integrated Managed Services operating model rather than a collection of disconnected technical teams. Service Operations can draw on our technical CoEs and specialist engineers across infrastructure, cloud, network, cyber, applications and data when their expertise is needed. Shared knowledge, ServiceNow, defined ways of working and operational governance keep those teams connected to the service. Customers get access to the right expertise at the right time, without having to manage the complexity of bringing it together themselves.
Clients
Partners
Need help?
Whether you are strengthening operational resilience, securing critical infrastructure, or improving organisational preparedness, our UK-based experts are ready to support your mission-critical operations