At a Glance
- Tasks: Lead global IT operations and ensure seamless technology experiences across all locations.
- Company: Join Soho House, a vibrant lifestyle brand with a focus on innovation and collaboration.
- Benefits: Enjoy competitive pay, health perks, and unique discounts while developing your career.
- Other info: Engage in continuous training and fun team events while making a real impact.
- Why this job: Be at the forefront of tech transformation in a dynamic hospitality environment.
- Qualifications: 10+ years in IT leadership, with experience in hospitality and managing service providers.
The predicted salary is between 80000 - 100000 £ per year.
The Director of IT Services & Delivery is the most senior IT support leader at Soho House & Co, with global accountability for the technology experience across our 45+ Houses, Soho Works, Retail, Ned Club, and IHDB brands. This is fundamentally an operational IT role — making sure our IT is up and running, all the time, everywhere. The Director leads a global support team, but the mindset is 24/7: senior leadership combined with hands‑on ownership where it matters, owning operations, support, and incident management end‑to‑end, and answering for service performance across every site, every day. It is a high‑visibility role that depends on strong collaboration across Operations, Finance, HR, and the wider business. Reporting to the Chief Digital & Technology Officer, the Director sits within the Digital leadership team alongside the leads for AI, Data, Engineering, Product, and Security — a department that drives cutting‑edge work across AI, Data, Digital, and IT.
The business continues to use modern technology, including automation, generative AI, and agentic AI, to improve operations and enhance both member experience and operational efficiency, and this role plays a critical part in supporting that business and technology transformation.
Key Accountabilities:
- Lead, develop, and manage the technology operations team, including employees and contractors, setting clear objectives, driving performance, and building a member‑first service culture.
- Own operational support and incident management for the whole estate.
- Own the Managed Service Provider relationship, including SLAs, regular service reviews, and continuous improvement across all support tiers.
- Drive continuous improvement in global technology support quality, BAU service performance, and stakeholder satisfaction.
- Lead and coordinate small projects, service enhancements, and tactical technology improvements across existing physical sites.
- Support technology readiness for new House openings and refurbishments by coordinating requirements with Infrastructure, IHDB, and other stakeholders.
- Partner with HR and the Group CDTO to attract, assess, and onboard technology talent globally.
- Own PCI‑DSS operational compliance across relevant systems and locations, including annual assessments, QSA relationships, remediation programmes, and ongoing controls governance.
- Own the full technology estate, including front‑office systems such as PMS, POS, F&B reservations, access control, and guest WiFi, and back‑office systems including HCM, Finance, and ERP Fusion.
- Manage all technology vendor relationships and commercial agreements, critically evaluate AI‑embedded vendor roadmaps, and ensure effective licensing and cost control.
- Ensure all systems comply with internal policies, including cybersecurity, GDPR, SOC monitoring, incident response, PCI‑DSS, and ISO 27001 across all global locations.
- Own and manage the IT budget, including software licensing, MSP costs, project spend, and team resource.
Challenges and Priorities for this role:
- Evolving the IT operating model from reactive support to proactive strategic delivery, aligning technology investment with Soho House’s growth ambitions.
- Managing global complexity across 45+ locations with diverse regulatory requirements (GDPR, PCI‑DSS, US/UK/EU data privacy, local telecoms regulations).
- Critically evaluating and governing AI‑embedded capabilities within vendor platforms (PMS, POS, F&B systems) to ensure genuine ROI and responsible deployment.
- Delivering new House openings on time and to standard while maintaining BAU service levels across the existing estate.
- Maturing the MSP relationship towards more proactive, value‑add support, reducing reliance on reactive incident management.
- Building IT talent capability and capacity to support new brands, geographies, and technology platforms.
- Balancing cybersecurity rigour (PCI‑DSS, GDPR, ISO 27001) with the need to move quickly on strategic technology initiatives.
What We Are Looking For:
- 10+ years in IT leadership, with at least 3 years at IT Service Delivery Director level in hospitality, luxury retail, or multi‑site lifestyle brands.
- Proven experience managing Managed Service Providers (MSPs) and holding them to SLAs.
- Experience with automation (as it applies to hospitality) and AI, with familiarity across the modern tech stack.
- Track record of delivering end‑to‑end IT projects, including global new‑site buildouts.
- Knowledge of hospitality systems: PMS (Opera, Apaleo, or equivalent), POS (Simphony, Tevalis, Lightspeed), F&B reservations (SevenRooms, OpenTable).
- Ability to critically evaluate AI/ML capabilities in vendor SaaS platforms — model quality, data pipelines, integration patterns, and vendor lock‑in risk.
- ERP and back‑office fluency: finance, HR/HCM, and procurement systems (ideally Oracle suite and Dayforce).
- Experience recruiting and developing distributed IT teams across multiple geographies.
- Strong commercial acumen — owning IT Service Delivery OPEX/CAPEX budgets and presents investment cases to senior leadership.
- Excellent stakeholder management across operational, commercial, and technology functions.
Benefits:
- Soho House offers competitive compensation packages that feature global benefits and perks.
- Annual Every House Membership.
- 50% off Food & Drink, 7 days a week.
- Staff Room Rates.
- Private Health and Dental Care.
- Weekly Pay.
- Life Assurance.
- Up to 50% Staff Discount on Cowshed & Soho Home.
- In Office Dog Policy on Fridays.
- Season Ticket Loan.
- Christmas Office Closure.
- In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
- Free Counselling Sessions.
- Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
- Continuous training to develop yourself personally and professionally.
- Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more.
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
Director of IT Services & Delivery employer: Dormont Manufacturing Co
Soho House & Co is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration across its global network of 45+ locations. With a strong focus on employee development, competitive benefits, and a vibrant culture that prioritises member experience, the company empowers its team to thrive in their careers while enjoying unique perks such as exclusive discounts, wellness programmes, and opportunities for community engagement. Join us to be part of a forward-thinking organisation that values your contributions and supports your professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Director of IT Services & Delivery
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Dormont Manufacturing Co values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Dormont Manufacturing Co might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Dormont Manufacturing Co!
✨Direct Apply to Dormont Manufacturing Co
Let's not forget to apply directly through the Dormont Manufacturing Co website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Director of IT Services & Delivery
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Dormont Manufacturing Co.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Dormont Manufacturing Co. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Dormont Manufacturing Co
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
