IT Manager

About the Company

RFI Global is the world's leading research and intelligence business dedicated to retail banking, business banking, and payments. We work with the senior executives who shape the future of financial services — from strategy and product leaders at the world's largest banks to the technology vendors building the next generation of financial infrastructure. Partnering with the world’s top financial institutions, our expert team delivers tailored insights through a unique hybrid syndicated approach, drawing from over 200,000 consumer and 60,000 business interviews each year.

About the Role

The IT Manager is responsible for the day-to-day technology operations across RFI Global’s western region. Working closely with their regional counterpart and our Managed Service Provider (MSP), this role ensures our people have reliable, well-supported systems to do their best work. Reporting to the VP of Technology, this is a hands‑on role that blends systems administration, end‑user support, and asset management with a genuine interest in continuous improvement.

Key Responsibilities

• SaaS & Business Systems Administration: Manage the day-to-day administration, licensing, access control, and configuration of core platforms including Microsoft 365, Salesforce, Netsuite, and FactorialHR. Ensure systems remain well-governed and aligned to organisational needs.
• Internal User Support: Serve as the primary escalation point for IT issues beyond MSP scope, providing direct support for staff across the West region and minimising disruption to day-to-day operations.
• Asset Management: Own the full asset lifecycle for the West region — from procurement and provisioning through to hands‑on troubleshooting, warranty claims, and responsible hardware disposal.
• Self‑Service Enablement: Create and maintain clear, accessible user guides that empower staff to resolve common IT issues independently, reducing reliance on direct support and improving overall digital confidence.
• Baseline Configuration & Backups: Maintain baseline device and system configurations and conduct regular backup testing to verify data integrity and recovery capability across all platforms.
• IT Documentation: Continuously develop and uplift internal IT documentation including runbooks, asset registers, platform guides, and onboarding materials, housed in the SharePoint WIKI.
• ISO 27001 Audit Leadership: Leads the annual ISO 27001 audit cycle for the West region, coordinating evidence collection, managing audit timelines, liaising with external auditors, and tracking remediation of findings.
• Platform Roadmap Input: Contribute to technology planning by identifying inefficiencies, rationalisation opportunities, and platform improvements aligned with the broader IT Modernisation roadmap.

What We’re Looking For

• Proven experience in an IT administration or systems support role, ideally within a SaaS-heavy environment.
• Hands‑on experience with Microsoft 365 administration; familiarity with Salesforce and/or HR platforms is a plus.
• Strong troubleshooting skills across hardware, software, and connectivity issues.
• A clear communicator who can translate technical concepts for non‑technical users.
• Self‑motivated with good documentation habits and a process‑oriented mindset.
• Comfortable working across time zones and collaborating with a distributed team.
• Familiarity with ISO 27001 or other information security frameworks is advantageous.

Benefits

• Competitive salary.
• Great opportunity to work with a global team in a fast‑paced, fast‑growth business.
• 25 days’ annual leave, plus public holidays, birthday leave, and 2 charity days.
• Hybrid working (minimum 2 days a week in our central London office).
• Health insurance.
• Monthly social events and breakfast.
• Learning and development budget to support your professional growth.
• Pension scheme.
• Loyalty leave.
• Perkbox rewards.