Job Description: IT Manager – Supplier & Service Management Location: Park Royal, London Department: Finance & IT Salary: (£40,000 – £50,000) Contract Type: Full-Time, Permanent Reports To: Finance Director About Danny Sullivan Group Danny Sullivan Group (DSG) is a leading provider of workforce solutions, offering services across recruitment, technology, training, and workforce management. Serving the infrastructure, civil engineering, and construction industries, we are committed to excellence, safety, and inclusive growth. As we continue to expand, we’re looking for an experienced IT Manager – Supplier & Service Management to join our team at our Park Royal office. Role Overview Operating under a fully outsourced IT model, the IT Manager will serve as the single point of accountability between DSG and our third-party IT and telecom providers. You will be responsible for ensuring supplier contracts, services, costs, and performance deliver measurable value while aligning with our security and compliance standards. This is a critical role, requiring a proactive and commercially savvy individual who can manage vendor relationships, optimise IT service delivery, and drive continuous improvement across a multi-supplier environment. Key Responsibilities Supplier & Contract Management Manage full contract lifecycle for all IT and telecom suppliers (currently 6 MSPs and SaaS vendors). Lead monthly service reviews and issue supplier performance scorecards. Negotiate renewals, commercial terms, and manage supplier exits as needed. Service Delivery & Performance Monitor daily/weekly SLA data, escalate breaches, and perform root-cause analysis. Maintain and report on a 12-month service improvement roadmap (ITIL-based). Governance, Risk & Compliance Chair quarterly IT governance board and support ISO 9001/27001 audit inputs. Ensure vendors meet cyber-security standards (e.g. Cyber Essentials Plus, MFA compliance). Keep the IT risk register up to date and report risk mitigation status to the Audit Committee. Budget & Asset Oversight Manage the £700k annual IT OPEX budget; validate and allocate invoices. Oversee hardware/software asset register in collaboration with suppliers. Projects & Change Act as project sponsor for supplier-led changes (e.g. ERP upgrades, Microsoft 365 rollout). Build business cases and ensure benefit realisation is captured post-project. Stakeholder Engagement Translate technical updates into business language for executives. Capture and analyse user feedback (NPS, CSAT) to guide service improvements.Key Performance Indicators SLA compliance ≥ 98% User CSAT ≥ 4.3 / 5 (6-month rolling average) IT budget variance within ±3% Zero high-severity repeat incidents from the same root cause All contract renewals completed ≥ 45 days before expirySkills & Experience ✅ Essential Minimum 1 year managing outsourced IT or telecoms contracts (multi-supplier preferred) Experience negotiating MSAs, SOWs, and licensing terms Strong analytical skills; able to translate service data into business insight Familiarity with ITIL principles, SLAs, and incident/change management Knowledge of ISO 27001, GDPR, cyber-security protocols Excellent communication and stakeholder management skills Desirable Qualifications Degree or equivalent in IT, Information Systems, or Business Management ITIL v4 Managing Professional or higher PRINCE2 Practitioner or Agile PM CIPS Level 4 (Contract & Commercial Management)What We Offer 25 Days Annual Leave (plus bank holidays) Annual Performance-Based Bonus 5% Matched Pension Scheme (after 3 months) Ongoing Training & Career Development Opportunities Supportive, inclusive, and people-focused workplace cultureLocation & Work Environment This role is based at our Park Royal office in London, with some flexibility for occasional remote work. You’ll be part of a collaborative Finance & IT team, with direct access to senior leadership and decision-makers. Apply Today Join Danny Sullivan Group and help shape the future of our IT supplier ecosystem — combining operational excellence with strategic supplier partnerships