Regional Head of Technology Operations – Europe 

Location: Amsterdam or Hamburg (with regional travel) 
Career Level: B2 
Function: Merlin Technology (Digital & Data until Jan 1st 2026) 
Reporting to: Global Technology Operations Director 

Our Purpose 

Bring joy, create connections, and make memories. 

Our Vision 

To be the global leader in branded entertainment destinations and the greatest place to work & play. 

At Merlin Entertainments, we create world-class experiences for millions of guests across the world. Technology plays a critical role in enabling those experiences and we’re now looking for a Regional Head of Technology Operations – EU to lead and elevate technology operations across our European estate. 

The Role 

As Regional Head of Technology Operations – EU, you will be accountable for the end-to-end performance of technology operations across Europe. You’ll ensure global technology strategies and standards are consistently implemented, while balancing regional needs, regulatory requirements and operational realities. 

Acting as a key bridge between regional business leaders and the global technology function, you’ll drive operational excellence, resilience, and continuous improvement ensuring our attractions and corporate teams are supported by reliable, high-quality technology services. 

What You’ll Be Responsible For 

Strategic Leadership & Business Alignment 

• Embed global technology strategies, standards and policies across the European region. 

• Partner with global and regional peers to shape and evolve operational standards. 

• Adapt global standards where required to meet local, cultural, linguistic and regulatory needs. 

• Ensure compliance with Merlin Technology policies across all regional operations. 

Operational Excellence 

• Oversee workload, capacity and operational coverage across attractions and corporate offices. 

• Champion a culture of reliability, service excellence and continuous improvement. 

• Drive process optimisation, automation and adoption of best practices. 

Service Delivery & Support 

• Ensure seamless, consistent technology support for all regional business units. 

• Lead incident, problem and change management to minimise disruption and maximise availability. 

• Maintain high service levels and a strong end-user experience across the region. 

Performance & Reporting 

• Monitor, analyse and report on operational performance against agreed KPIs and metrics. 

• Use data-driven insights to inform decisions and drive measurable improvements. 

• Provide clear, transparent reporting to senior stakeholders. 

Stakeholder Management 

• Act as the primary regional point of contact for technology operations. 

• Build strong partnerships with senior leaders, vendors and service providers. 

• Develop and maintain regional technology roadmaps aligned to business objectives. 

• Communicate progress, milestones, risks and challenges clearly and regularly. 

Compliance & Risk 

• Ensure operations comply with legal, regulatory and security requirements across Europe. 

• Identify, assess and mitigate operational and technology risks. 

Team Leadership & Development 

• Lead, mentor and develop high-performing regional technology teams. 

• Promote collaboration, knowledge-sharing and professional growth. 

• Champion diversity, equity and inclusion across the function. 

Who You’ll Work With 

• VP Technology Operations – strategic alignment, performance reporting, escalation management 

• Hub Team Managers – operational leadership and team development 

• Senior Regional Leaders – aligning technology initiatives with business goals 

What We’re Looking For 

Experience & Qualifications 

• 10+ years’ experience in IT operations, including 5+ years in senior leadership roles. 

• Proven success in service delivery management, stakeholder engagement and team leadership. 

• Experience managing complex IT environments (EUC, POS, networks). 

• Strong knowledge of ITIL and hands-on experience with tools such as ServiceNow. 

• Track record of driving operational efficiency and continuous improvement. 

• Degree in IT, Business Administration, or a related field (preferred). 

Skills & Competencies 

• Strategic mindset with the ability to align operations to business goals. 

• Inspirational leadership across diverse, multi-site teams. 

• Operational excellence focus with strong service-level management capability. 

• Exceptional communication skills at all organisational levels. 

• Innovative and proactive, always seeking smarter ways of working. 

• Strong problem-solver, confident managing complexity and escalations. 

How We Lead at Merlin 

We’re looking for leaders who demonstrate our core behaviours: 

• Soulfully Curious – open-minded, inquisitive and eager to learn 

• Results Focused – accountable, decisive and outcomes-driven 

• Extraordinary Teammate – collaborative, inclusive and supportive 

• Develops People – committed to coaching, growth and long-term talent development 

Why Join Merlin? 

You’ll play a pivotal role in shaping technology operations across some of the world’s most iconic entertainment brands in a business that values purpose, people and performance in equal measure. 

If you’re a senior technology operations leader ready to make a regional impact at scale, we’d love to hear from you.