IT Project Manager, Agency Onboarding and Transformation

The role

You will own every IT project with a start and an end: bringing newly acquired agencies under group control, onboarding them to our MSP, running their digital transformation, and delivering group-wide IT rollouts. You sit on the client side. The MSP does the engineering; you make sure the right work happens, in the right order, to our standards, on time and within the agreed Statement of Work. You are the person agency directors, the MSP and the central team turn to for "where are we and what's next". You report to the Head of IT Operations and work closely with Dwelly's Head of IT & Security, the M&A and integration team, and the MSP's delivery leads.

What you'll do

Agency takeover

• Run IT discovery at newly acquired agencies: tenants, domains and DNS, phone lines and numbers, network and hardware, SaaS accounts and who holds the keys.
• Secure group control of every admin account and credential, and get the MSP the access it needs to start work.
• Keep a single, current inventory of what we own and control at each agency.

Exit from legacy IT providers

• Manage the operational handover from each agency's outgoing IT supplier: handover requests, timelines, follow-up and proof that everything has been transferred.
• Gather the contracts, notice terms and evidence the Head of IT Operations needs when commercial terms are disputed.

Onboarding to Dwelly's nation-wide MSP

• Plan and run each agency's onboarding from discovery to the point it is live on the standard managed service.
• Coordinate site surveys, cutover days and communication with agency staff.

Digital transformation

• Own each agency's transformation project from the client side: requirements, stakeholders, plan, risks and staff communication.
• Check the MSP scope and delivery against the agreed SoW and our Target Architecture framework; accept milestones, manage change requests and flag deviations.

Group-wide IT projects

• Deliver central rollouts across the estate, such as backup, email security baselines or print management pilots.

Playbook

• Turn takeover, supplier exit and onboarding into a repeatable playbook (checklists, templates and standard letters to outgoing suppliers), so every new agency is faster than the last.

What this role is not

• Not BAU support. Day-to-day tickets, SLAs and post-onboarding support sit with the central IT team and the MSP's service desk.
• Not hands-on engineering. You need to understand the technical work well enough to challenge it, but the MSP's engineers do it.
• Not architecture. Standards, target architecture and exceptions are owned by the Head of IT Operations; your job is to deliver against them and surface where they don't fit.

What we're looking for

Essential

• Several years as a project manager or service delivery manager at a UK managed service provider, or on the client side managing one. You know how MSPs scope, price and deliver work, and where they cut corners.
• Hands-on experience running SMB IT onboardings or migrations: Microsoft 365 and Google Workspace tenant moves, network and broadband changes, telephony and number porting, device refreshes.
• Technical literacy without being an engineer: you can read a SoW, question an estimate and spot a missing step in a cutover plan.
• Comfortable working with non-technical people. Agency directors and negotiators care about their phones, email and listings working on Monday, not about the architecture behind it.
• Organised and persistent: you chase outgoing suppliers politely until the last password is handed over.

Nice to have

• Experience in a buy-and-build or M&A integration environment.
• Background in property, estate agency or another multi-site SMB sector.
• Familiarity with ITSM tools (Jira Service Management or similar) and identity basics (Entra ID, MFA, admin roles).
• PRINCE2, PMP or similar. Useful, but we value delivery track record over certificates.

How we'll measure success

• Time to integrate: days from deal close to the agency being live on group IT, trending down.
• Day-one success: agencies working normally on cutover day, without critical issues.
• Transformation delivery: projects delivered on schedule and within the agreed SoW budget.
• SoW quality: milestones accepted without rework.
• Fewer escalations: less onboarding and transformation work landing on the Head of IT Operations.

What is it like being a Dwell-er

What we offer is not a fancy office or a static workplace. Instead, this is solving one of worlds' most complex problems in the largest consumer industry in the world (residential rentals), to improve the experience for >30% of households (>5M in the UK, and >100M including EU and US) that live in rental homes. This is about disrupting the largest, most antiquated industry in the world, with one of the strongest operational and technical teams that exist in the UK and the EU. We work hard, and we shoot for extremely ambitious results. But we want people to be proud of what they've built and be able to look back and say one day "hell yeah, that was me that did it all".

• Customer obsession rather than competitive focus
• Passion for invention
• Operational excellence
• Long-term thinking