Last Updated on May 18, 2026 by Paul Yadao
Earlier this year, Sereno IT Support was recognised in the High Growth Business category at the SME London Business Awards 2026, hosted by the London Chamber of Commerce and Industry.
The awards evening took place in February, but as we move further into 2026, the recognition feels even more meaningful.
For us, this was not just about receiving an award. It was a moment to reflect on what has shaped Sereno’s growth so far: consistent service delivery, long-term client relationships, investment in better systems, and a belief that growing SMEs deserve IT support that feels structured, transparent and genuinely dependable.
Since launching in 2022, Sereno has grown into a trusted managed service provider for London SMEs, supporting 70+ businesses across a wide range of sectors, including but not limited to finance, property, construction, consultancy, non-profit and marketing. In that time, we have continued to build a service model designed for growing organisations that need more than a reactive helpdesk. They need clear communication, stronger cybersecurity, better visibility of their IT environment and a partner who can help them plan ahead.
Recognition at the SME London Business Awards is a proud milestone for our team, but the real value lies in what it represents for the clients we support every day.
It reflects the standards we are building around.
It reflects the trust our clients place in us.
And it reflects the kind of IT support experience we believe growing SMEs should expect.
Why This Recognition Matters
Growth in any business is rarely the result of one thing.
For Sereno, growth has come from a combination of client trust, referral relationships, recurring managed service partnerships and a service model built to solve the challenges SMEs face as they scale.
Many growing businesses reach a point where informal IT support, ad-hoc fixes or purely reactive helpdesks are no longer enough. What may have worked for a team of five or ten people can quickly become a source of frustration when the business grows, systems become more complex, cybersecurity risks increase and internal teams need more structure.
That is often when leadership teams start to feel the symptoms of poor IT management:
- Devices are not set up consistently.
- Leavers are not offboarded properly.
- Permissions become difficult to control.
- Cybersecurity risks are not clearly understood.
- Support feels reactive rather than proactive.
- Recurring issues keep coming back.
- Internal teams lose time chasing updates.
- There is no clear roadmap for improvement.
- This is exactly the gap Sereno was created to address.
Our goal has never been to simply respond to issues. It has been to create a more reliable, proactive and transparent model of IT support for SMEs that need a proper technology partner.
The SME London Business Awards recognition is important because it acknowledges not only our growth as a business, but the strength of the approach behind that growth.
Built for SMEs That Are Growing, Changing and Becoming More Complex
SMEs are often underserved when it comes to IT.
Large enterprises may have internal IT departments, dedicated security teams and formal governance processes. Smaller businesses, on the other hand, often rely on fragmented support, informal arrangements or providers that only step in when something breaks.
But growing SMEs sit somewhere in the middle.
They may not need a large internal IT department, but they do need structure.
They need someone to keep the day-to-day running smoothly.
They need someone to reduce recurring issues.
They need someone to guide cybersecurity decisions.
They need someone to help them understand where risk exists.
They need someone who can support users quickly while also helping leadership think ahead.
That is where managed IT support needs to evolve beyond the traditional ticket desk.
At Sereno, we support SMEs with a combination of day-to-day IT support, cybersecurity services, infrastructure oversight, quarterly technology reviews and strategic guidance. The aim is to help clients operate with greater confidence, rather than constantly reacting to IT problems after they appear.
This approach is particularly important for businesses that are hiring, opening new locations, adopting new tools, improving cybersecurity, managing hybrid teams or preparing for further growth.
In those moments, IT should not become a blocker.
It should support the business quietly, consistently and securely in the background.
A Service Model Designed Around Visibility and Accountability
One of the biggest frustrations businesses have with IT support is not always the technical issue itself.
It is the lack of visibility.
A user raises a request and does not know what is happening.
A manager knows there are recurring issues but cannot see the pattern.
A leadership team knows cybersecurity is important but does not have a clear view of current risk.
A business owner feels IT is “not quite right” but cannot diagnose why.
This lack of visibility creates uncertainty. It also makes it difficult to make good decisions.
That is why Sereno has invested heavily in systems and processes that make IT support more transparent and easier to manage.
A central part of this is the Sereno Partner Portal.
The portal allows users to raise requests through guided forms, use live chat and book engineer time directly. This improves the quality of information captured at the start of a request, reduces delays and gives users a clearer route to the support they need.
More than 90% of support tickets are now logged through the portal, helping us provide a smoother and more consistent support experience.
This matters because great IT support is not just about technical knowledge. It is also about access, communication and ease of use.
When users know where to go, how to raise a request and what to expect next, support becomes less frustrating and more effective.
Quarterly Technology Reviews That Turn IT Into a Roadmap
Day-to-day support is essential, but it is only one part of effective IT management.
Growing businesses also need regular guidance.
They need to understand whether their devices are healthy, whether backups are working, whether licensing is under control, whether security risks are being addressed and whether their infrastructure is still fit for purpose.
This is why every Sereno client receives quarterly Technology Reviews.
These reviews are powered by our Technology Assessment Dashboard, which assesses more than 100 factors across key areas such as cybersecurity, infrastructure, device health, backups, licensing and compliance.
The purpose is not to overwhelm clients with technical detail.
The purpose is to translate that information into a clear, prioritised roadmap.
That roadmap helps leadership teams understand:
- Where the business is performing well.
- Where risk may be increasing.
- Which issues need attention first.
- What improvements should be planned next.
- How IT can better support business growth.
This is an important distinction.
Many IT providers tell clients when something is broken. We believe a stronger partner should also help clients understand what is likely to become a problem before it turns into one.
That proactive approach is one of the reasons we have been able to build long-term client relationships and grow through referrals.
Support Standards You Can Hold Us To
Choosing an IT partner should not feel like a leap of faith.
From day one, we give clients clear standards around response, resolution, communication and overall service experience.
We do not just measure how quickly requests are responded to. We measure the experience your team receives from the first response to the final outcome.
For growing SMEs, this matters because IT support is not judged only by what happens in a report. It is judged by how supported your people feel when they need help.
That means looking at the full experience:
- Was the request easy to raise?
- Was the first response clear?
- Was the issue understood properly?
- Was the user kept informed?
- Was the outcome practical?
- Did the issue stay resolved?
- Was the experience professional and helpful?
These are the standards that shape how we work.
60% of Issues Resolved the Same Day
Many requests are resolved the same day, while others are scheduled around your team’s availability.
Not every issue should be rushed.
Some requests need proper investigation. Some require coordination with third-party suppliers. Some are best scheduled at a time that avoids disruption to the user or the wider business.
But where an issue can be resolved quickly and properly, our goal is to do so.
Same-day resolution is an important measure because it reflects whether users are getting back to work without unnecessary delays. For SMEs, even small disruptions can quickly affect productivity, client service and internal momentum.
Our focus is not simply on closing tickets quickly. It is on resolving issues properly, communicating clearly and reducing repeat problems wherever possible.
95% Client Experience Target
We hold ourselves to a 95% Client Experience target.
This is one of the most important standards we track because it reflects how clients actually feel about the support they receive.
Speed matters, but speed alone is not enough.
- A fast response with poor communication is not good service.
- A quick fix that does not last is not good service.
- A ticket closed without the user feeling heard is not good service.
That is why we look beyond response times and measure the overall experience.
If our Client Experience score drops below 95%, we review the service and put a clear improvement plan in place. This creates accountability and ensures that concerns are not ignored or allowed to become long-term frustrations.
For clients, this means there is a clear standard and a clear response if that standard is not being met.
90-Day Improvement Commitment
We also believe clients should not feel trapped in a service that is not working for them.
If a client is dissatisfied, the first step is to understand what has gone wrong and put a practical improvement plan in place.
That improvement plan may include reviewing communication, ticket handling, recurring issues, escalation processes, account management, documentation or expectations.
The goal is to fix the root cause, not simply apologise for the symptom.
If the client is still dissatisfied after the improvement plan, we do not expect them to stay locked into a service that does not feel right.
This 90-day improvement commitment reflects a simple principle: long-term relationships should be earned through consistent delivery, not protected by contract terms alone.
Why SLAs Are Only Part of the Story
Service level agreements are important, but they do not tell the whole story.
A traditional SLA may tell you how quickly a provider aims to respond to an issue. That is useful, but it does not always tell you whether the issue was handled well.
For example, a provider can technically meet a response-time SLA by sending a quick acknowledgement, even if the actual resolution takes too long or the communication is poor.
That is why we believe support standards should include both operational measures and experience measures.
- Response times matter.
- Resolution times matter.
- Communication matters.
- User satisfaction matters.
- Recurring issue reduction matters.
- Strategic improvement matters.
The best IT support experience comes from all of these working together.
For SMEs, this broader view is especially important because IT issues often affect people who are already busy managing clients, operations, finance, sales, projects or leadership responsibilities. They do not have time to chase support, explain the same issue repeatedly or wonder whether something is being handled.
They need confidence that their IT partner is in control.
Cybersecurity as a Core Part of Managed IT Support
Another important part of Sereno’s growth has been the increasing role of cybersecurity within our managed service model.
For SMEs, cybersecurity can no longer be treated as a separate or occasional concern. It is part of everyday business resilience.
Phishing, compromised accounts, weak passwords, unmanaged devices, outdated software, poor access control and incomplete offboarding can all create serious risks.
Many growing businesses know cybersecurity is important, but they are not always sure where to begin.
That is why our support model includes cybersecurity improvement planning as part of the wider IT roadmap.
We help clients understand their current position, prioritise practical improvements and adopt services that strengthen protection over time.
Alongside our core managed services, Sereno provides Managed Detection and Response and Security Operations Centre services. These services help businesses move from reactive security to a more monitored and responsive model.
The aim is not to make cybersecurity feel intimidating.
The aim is to make it manageable, visible and aligned with the needs of the business.
For growing SMEs, this can be the difference between hoping the business is secure and having a clear plan to improve security over time.
Growth Built on Trust, Referrals and Long-Term Relationships
A significant part of Sereno’s growth has come through referrals, word-of-mouth and deeper relationships with existing clients.
That is something we are particularly proud of.
In IT support, referrals are not created by one good conversation or one successful onboarding. They are earned over time.
- They come from users feeling supported.
- They come from leadership teams feeling informed.
- They come from issues being handled consistently.
- They come from service reviews that create clarity.
They come from clients trusting that their provider will be honest, responsive and proactive.
This is why the award recognition matters to us.
It is not simply a public milestone. It reflects the private, everyday work our team does to maintain client confidence.
- The tickets resolved.
- The users supported.
- The risks identified.
- The improvements planned.
- The conversations had.
- The roadmaps built.
- The trust earned.
These are the things that have shaped Sereno’s growth.
What This Means for Our Clients
For our clients, this recognition does not change our day-to-day focus.
It reinforces it.
Our priority remains helping growing SMEs get the IT support structure they need to operate confidently.
That means continuing to invest in experienced engineers, cybersecurity capability, better systems, clearer reporting and stronger client communication.
It also means continuing to challenge the idea that SME IT support should be reactive, unclear or difficult to navigate.
We believe growing businesses should expect more.
They should expect a partner who understands their environment.
They should expect regular reviews, not occasional check-ins.
They should expect clear reporting, not technical confusion.
They should expect practical roadmaps, not vague recommendations.
They should expect cybersecurity guidance that is understandable and actionable.
They should expect service standards that are visible and measurable.
Most importantly, they should expect an IT partner who is genuinely invested in helping the business improve.
Looking Ahead
As we move further into 2026, our focus is on building on this momentum while protecting the standards that helped us grow in the first place.
Growth only matters if service quality grows with it.
That is why we will continue investing in our engineering capability, cybersecurity services, client systems and review processes.
We will continue improving the Partner Portal experience.
We will continue developing our Technology Assessment Dashboard.
We will continue helping clients turn IT from a source of uncertainty into a clear, manageable roadmap.
And we will continue holding ourselves accountable to the support standards our clients can measure us against.
The SME London Business Awards recognition is a proud moment for Sereno, but it is also a reminder of the responsibility that comes with growth.
Our clients trust us to support their teams, protect their systems and guide their technology decisions.
That is a responsibility we take seriously.
A Thank You to Our Clients, Team and Partners
Recognition like this is never achieved by one person alone.
It reflects the work of our team, the trust of our clients and the support of the partners who have contributed to Sereno’s journey so far.
To our clients, thank you for trusting us with your technology and allowing us to be part of your growth.
To our team, thank you for the care, consistency and professionalism you bring to the work every day.
To the London Chamber of Commerce and Industry and the SME London Business Awards organisers, thank you for recognising businesses that are working hard to grow, improve and contribute to the SME community.
We are proud of how far Sereno has come since launching in 2022.
But more than that, we are excited about what comes next.
Because for us, the goal is not simply to be a growing IT support provider.
The goal is to become the kind of IT partner growing SMEs can rely on at every stage of their journey.
Need IT Support That Can Grow With Your Business?
If your business has outgrown reactive IT support, or you want clearer visibility across your systems, security and service experience, Sereno can help.
We provide structured managed IT support, cybersecurity services and strategic technology guidance for growing SMEs.
From day-to-day support to quarterly technology reviews, our role is to help your business stay secure, organised and ready for what comes next.
Speak to Sereno IT Support to find out how we can support your team.
