IT Service Manager - MSP and Acquisition Integration Focus

Company Overview

Our client is a private equity-supported, rapidly expanding firm located centrally in London. The company thrives in a fast-paced, acquisition-driven atmosphere and requires in-office presence four days per week.

Role Summary

They seek an IT Service Manager to serve as the operational partner to the Head of IT Services. This management position centers on coordination and oversight rather than direct technical support. Reporting to the Head of IT Services and collaborating with the Application Portfolio Manager (APM), you will ensure seamless IT operations, maintain vendor relations, and contribute to project and acquisition integration efforts. The role demands reliability, independent decision-making, and the ability to bridge operational gaps in the Head's absence.

Team Dynamics & Collaboration

The IT function operates within a broader technology group including product management, software engineering, data, and automation teams. Working closely with agile product managers and delivery engineers, the position offers exposure and input beyond traditional IT silos.

Main Responsibilities

• Manage vendor contracts and service quality to ensure performance standards are met.
• Oversee project delivery and coordinate integration activities for acquisitions.
• Engage and communicate effectively with stakeholders, translating technical details for non-technical audiences and representing IT at senior leadership meetings.
• Handle commercial administrative tasks and asset lifecycle management.

Key Requirements

• Proven track record in IT service management or related fields managing service delivery across multiple locations with over 500 employees, preferably in fast-growth or acquisition-led organizations.
• Experience coordinating projects with third-party vendors, including briefing, tracking progress, escalation, and accountability without direct technical execution.
• Expertise in managing MSP or outsourced IT provider relationships involving SLA monitoring and operational leadership.
• Strong communication skills to keep stakeholders informed and represent IT credibly.
• Technical acumen sufficient for informed questioning, critical assessment of infrastructure and integration, and sound decision-making without hands-on technical intervention.
• Disciplined documentation practices producing comprehensive reports and maintaining up-to-date records proactively.

Additional Advantages

• ITIL certification or comparable IT service management framework knowledge.
• Background in private equity-backed, acquisition-heavy, or high-growth settings with high performance demands.
• Experience in merger and acquisition IT integration, particularly onboarding new businesses onto unified platforms.
• Understanding of IT security incident management, including incident response, root cause analysis, and coordination between IT and cybersecurity teams.
• Familiarity with Microsoft 365 administration at scale, including Intune, Entra ID, and SaaS cost controls.
• Insight into property management, distributed retail, franchises, or multisite service operations.
• Exposure to application portfolio management processes, software lifecycles, vendor onboarding, and license administration sufficient to back up the APM.