Technology Operations Lead

Location: Chessington

Hours: 40 hours per week

Contract: Permanent - Salaried

We’re transforming how we deliver technology across Merlin’s attractions and offices and we’re looking for a Technology Operations Lead to lead IT service delivery at Chessington World of Adventures. Reporting to the Regional Head of Technology Operations, you’ll manage a team of 4–6 technicians, act as the escalation point for critical incidents, and drive service improvements that keep our sites running smoothly

Service delivery

• Own day-to-day delivery of Chessington's IT services, ensuring fast resolution and consistent service levels.
• Lead on incident and major incident management, acting as an escalation point and driving root-cause follow-up.
• Ensure compliance with technology policies, processes and operational standards (including ITIL-aligned ways of working).
• Use service performance data to identify trends, prioritise fixes and deliver continuous improvements.

Team leadership

• Lead a team of 4–6 Technicians providing guidance, support, and development opportunities.
• Assess team capabilities and implement training plans to address gaps and enhance performance.
• Create a collaborative and motivated team environment, aligned with organisational values.
• Provide regular updates to the team and ensure alignment with regional and organisational objectives.

Stakeholders and suppliers

• Collaborate with regional stakeholders to understand operational needs and ensure IT services meet expectations.
• Run regular service reviews with stakeholders, sharing updates and gathering feedback to improve delivery.
• Manage interactions with vendors and suppliers to ensure high-quality service delivery.

Projects and change

• Support the implementation of local and IT projects, ensuring alignment with broader strategies.
• Manage changes to systems and services, ensuring minimal disruption to operations.
• Maintain accurate operational and technical documentation.

Continuous improvement

• Identify opportunities to improve IT services and implement efficiency measures.
• Anticipate and mitigate potential operational issues.

The ideal candidate would have recent experience managing a small team supporting the onsite technical needs of mid sized company. This role is purely focused on Chessington World of Adventures, experience looking after a region, while advantageous, isn't completely necessary.

• Minimum 5+ years of experience in IT operations, with at least 2 years in a supervisory role.
• Experience managing IT service delivery processes, including incident, problem, and change management.
• Technical expertise in EUC (End User Computing), POS (Point of Sale), and network infrastructure.
• ITIL Foundation certification preferred.
• Proficiency with IT service management tools like ServiceNow.

• ‘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
• 33 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.