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IT Manager – Western Region
About RFI Global
RFI Global is the world’s leading research and intelligence business dedicated to retail banking, business banking, and payments. We partner with senior financial executives shaping the future of financial services—from strategy and product leaders at the world’s largest banks to technology vendors building the next generation of financial infrastructure. Through a unique hybrid syndicated approach, our team delivers tailored insights based on over 200,000 consumer and 60,000 business interviews each year.
About The Role
The IT Manager oversees day-to-day technology operations across RFI Global’s western region. Working closely with the regional counterpart and our Managed Service Provider (MSP), this role ensures employees have reliable, well-supported systems to excel. Reporting to the VP of Technology, this hands-on position combines systems administration, end-user support, asset management, and a commitment to continuous improvement.
Key Responsibilities
SaaS & Business Systems Administration
- Manage daily administration (licensing, access control, configuration) of core platforms:
- Microsoft 365
- Salesforce
- Netsuite
- FactorialHR
- Ensure systems are well-governed and aligned with organisational needs.
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Internal User Support
- Serve as the primary escalation point for IT issues beyond the MSP’s scope.
- Provide direct support to West region staff, minimising operational disruptions.
Asset Management
- Own the full lifecycle of West region assets:
- Procurement & provisioning
- Hardware troubleshooting
- Warranty claims
- Responsible hardware disposal
Self-Service Enablement
- Create and maintain clear, accessible user guides enabling staff to resolve common IT issues independently.
Baseline Configuration & Backups
- Maintain baseline device/system configurations.
- Conduct regular backup testing to verify data integrity and recovery capabilities.
IT Documentation
- Continuously improve internal IT documentation:
- Runbooks
- Asset registers
- Platform guides
- Onboarding materials (Hosted on SharePoint WIKI)
ISO 27001 Audit Leadership
- Lead the annual ISO 27001 audit cycle for the West region:
- Coordinate evidence collection
- Manage audit timelines
- Liaise with external auditors
- Track remediation of findings
Platform Roadmap Input
- Contribute to technology planning:
- Identify inefficiencies & rationalisation opportunities
- Propose platform improvements aligned with IT Modernisation roadmap.
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Requirements
What We’re Looking For
- Proven experience in IT administration or systems support, ideally in a SaaS-heavy environment.
- Hands-on experience with Microsoft 365 administration; familiarity with Salesforce or HR platforms is a plus.
- Strong troubleshooting skills (hardware, software, connectivity).
- Ability to translate technical concepts for non-technical users.
- Self-motivated, detail-oriented, and process-driven.
- Comfortable with cross-time zone collaboration and distributed teams.
- Familiarity with ISO 27001 or other information security frameworks considered advantageous.
Benefits
- Competitive salary
- Work with a global team in a fast-paced, high-growth business
- 25 vacation days + public holidays, birthday leave, and 2 charity days
- Hybrid working (minimum 2 days/week in central London office)
- Health insurance
- Monthly social events & breakfasts
- Learning & development budget
- Pension scheme
- Loyalty leave
- Perkbox rewards
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