Senior IT service delivery manager

Closing date for applications: 6pm on 16 January 2026

Job title: Senior IT Service Delivery Manager

Reporting to: Global Head of Technology

Working hours: 10am-6pm, Monday-Friday

Location: White Cube Bermondsey (with other locations as required)

Direct Reports: 3

Compensation: £60,000.00 - £80,000.00 dependent on experience

White Cube is seeking a hands-on Senior IT Service Delivery Manager to play a pivotal lead role in our technology transformation journey - ensuring technology solutions, services and vendors align with White Cube’s strategic objectives, managing service levels and standards, driving continuous improvement, and acting as a trusted business partner.

Operating at both a strategic and operational level, the ITSDM will lead global service delivery, partner with business stakeholders to anticipate and iterate technology needs and shape a culture of service excellence. The post holder will balance operational oversight with strategic influence, ensuring that IT delivers measurable business value and supports the gallery’s creative and commercial ambitions.

Please note that we reserve the right to close this vacancy early if we receive sufficient applications. Due to the festive break, we will not begin reviewing applications until 5 January 2026.

Responsibilities

Service Leadership

• Lead a small global IT operations team, ensuring consistent, high-quality service, governance, adherence to Operational SLAs and KPIs.
• Develop It service into a mature ITIL service management capability (Incident, Problem, Change, Request, Knowledge Management).
• Champion a culture of continual improvement, leveraging data, automation, and analytics to enhance service performance and user-experience.
• Oversee proactive monitoring, reporting, and predictive service analytics to anticipate and prevent service disruptions.
• Oversee service transitions for new systems, partnering with PMO to ensure readiness, training, and support models are in place for go-live.

Operational Excellence & Infrastructure

• Coordinate in-house and 3rd party resources to deliver IT projects, including system upgrades, rollouts and continuous improvement projects.
• Lead operational IT initiatives including hardware and software management, system installations, end-user device management, print solutions and wireless configurations.
• Maintain critical business systems, multi-site networks and enterprise Infrastructure, and Cloud environment in conjunction with in-house and 3rd party suppliers.
• Manage Microsoft 365 and Azure AD environments, including user provisioning, access control, and policy management.
• Ensure reliable connectivity and data access across all White Cube sites.
• Manage data backup and Disaster Recovery solutions with 3rd party services.
• Provide cover and assistance to team members during absence and support gallery events or private views as required.

Business Partnership

• Serve as strong IT business partner to identify and prioritize service improvements, technology adoption, and training opportunities.
• Proactively engage with business stakeholders to align department strategies with IT initiatives.

People and Vendor Leadership

• Develop a high-performing global IT support team, fostering accountability, professionalism, and driving a culture of service excellence.
• Manage MSP and key supplier (support, infrastructure, licensing, SLAs and escalations) relationships and commercial arrangements, driving continuous value, innovation, and quality improvement.
• Implement structured vendor performance reviews aligned to service and quality SLAs.
• Manage the IT Opex and Capex budget and optimise vendor and service MSAs.

Security, Compliance, and Risk Management

• Partner with the CISO to embed security-by-design, incident response, and awareness into daily service delivery.
• Support the CISO on cybersecurity compliance, and disaster recovery planning.
• Maintain auditable processes for user access, device management.

Reporting and Insight

• Produce service delivery MI with trend analysis, and actionable insights to inform capacity planning and decisions.
• Present technology and service performance and risk assessments to the Technology Steering Committee, PMO, Op-Co and Company-wide channels, as required.
• Work with the Global Head of Technology on strategic technology planning, Opex budgeting, capacity management, and IT Capex investment prioritisation.

Knowledge, skills and experience

• Proven experience in IT Operations and Service Delivery, preferably within a multi-site or international organisation.
• Strong technical knowledge of hardware, Networking (WAN / LAN), and cloud/SaaS solutions.
• Proven line management experience leading, coaching and guiding a IT support teams in a fast-paced organisation.
• Demonstrable success implementing and maturing ITIL-aligned service frameworks.
• Strong Experience in vendor governance, contract negotiation, and performance management.
• Strong hands-on knowledge of M365, Azure AD, JAMF and Windows Servers.
• Awareness of cybersecurity frameworks e.g. ISO27001, Cyber Essentials.
• Good commercial acumen, with experience of OPEX budgets and service cost optimisation.
• Excellent stakeholder engagement, communication, and influencing skills at all levels.
• Strong problem-solving, analytical, and organisational abilities, coupled with a strategic mindset and continuous-improvement ethos.
• Working knowledge of Agile methodologies (Scrum, Kanban)
• Leading-by-example, showing, coaching and developing approach.
• Hands on technical depth with a collaborative and business-oriented approach.
• Calm, structured, and resilient when managing complex challenges.
• Passionate about innovation, service quality, and enabling creativity through technology.

We welcome and encourage applications from candidates who are under-represented in the creative industries.

Please make sure that you state in your application that you found this role via Creative Access.