ITSM Platform Lead

Location: London/Hybrid

Hours: 40 hours per week

Contract: Permanent - Salaried

At Merlin Entertainments, our purpose is simple but powerful: to bring joy, create connections and make memories. Merlin is embarking on an exciting Digital and Data Transformation focused on enhancing the end-to-end guest journey in our attractions.  As we continue our ambitious global transformation journey, technology plays a critical role in enabling sustainable growth and unforgettable guest experiences across our iconic destinations.

he IT Service Management (ITSM) Platform Lead is responsible for the strategic ownership, development, and continuous optimisation of Merlin’s enterprise ITSM platform - primarily ServiceNow. The role will lead and take ownership of our strategic ITSM platform and lead integrations with related systems and services

Strategic Platform Leadership

• Develop and maintain the long-term ITSM platform roadmap to support global service delivery and operational excellence.
• Ensure the platform aligns with organisational objectives, industry best practices, and Merlin’s service strategy.

Platform Development & Optimisation Process

• Lead the design, configuration, enhancement and documentation of ITSM modules and workflow.
• Lead the design, configuration, documentation and continuous improvement of the ‘customer’ service portals.
• Identify and implement opportunities to automate processes, improve user experience, and increase operational efficiency.
• Drive continuous improvement initiatives, establishing baselines and building business cases with clear ROI.
• Coordinate with third-party partners to evaluate releases, enhancements, and upgrades, ensuring stability, quality, and alignment to business needs.
• Measure performance outcomes and conduct lessons-learned reviews to inform future enhancements.

Integration Management

• Own and lead all integrations between the ITSM platform and related systems, ensuring robust alerting, documentation, and support processes.
• Oversee API connections, automation flows, data synchronisation, and relevant toolsets such as discovery, CMDB, and monitoring/observability.
• Define integration standards, maintain system integrity, and ensure ROI from integration-related improvements.

Stakeholder & Vendor Management

• Manage vendor relationships, including licensing, compliance, platform performance, and contract considerations.
• Partner with internal stakeholders to ensure ITSM capabilities meet operational needs across incident, major incident, knowledge, request, change, problem, and CMDB processes.
• Act as the primary point of contact for platform-related discussions, decisions, and escalations

• Experience administering, developing, and optimising enterprise ITSM platforms (e.g., ServiceNow).
• Strong background managing complex system integrations and data flows.
• Deep knowledge of CMDB, discovery toolsets, monitoring, alerting, and service catalogue management.
• ITIL Foundation certification (ITIL Intermediate/Expert desirable).
• ServiceNow/ITSM platform certifications beneficial.
• Knowledge of other tooling such as Smartsheets, Confluence, Jira etc.
• Strong communication and stakeholder‑management skills.

Competencies 

• Reliable and self-motivated with a strong sense of ownership.
• Committed to delivering operational excellence and continuous improvement.
• Able to work effectively under pressure and manage multiple priorities.
• A team player with a customer-focused mindset.
• Comfortable working in a globally distributed team environment.
• Strong awareness of and commitment to information security and data protection principles.

• ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service
• 28 days holiday (including bank holidays)
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.