A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

Due to continuing growth and development of Merlin’s attractions and brands on a global scale, we are looking for a ROC UK Team Manager to join our Digital and Data on a permanent basis. The role will be based at office, with a hybrid element for those looking for more flexibility.

Key Accountabilities

Service Delivery & Operations

• Oversee IT service delivery, ensuring timely issue resolution and adherence to service levels.

• Act as an escalation point for critical incidents, ensuring resolution and root cause analysis.

• Ensure compliance with Merlin Technology policies and operational standards.

• Monitor performance metrics and drive continuous improvement.

Team Leadership & Development

• Lead and support a team of 2–4 Operations Analysts.

• Identify skill gaps and implement training plans.

• Foster a collaborative and motivated team environment.

• Communicate updates and align team objectives with business goals.

Stakeholder & Vendor Management

• Engage with local stakeholders to align IT services with business needs.

• Manage vendor relationships to ensure quality service delivery.

Project & Change Management

• Support local and regional IT project implementation.

• Oversee system and service changes to minimise operational disruptions.

• 5+ years of IT operations experience, including 2+ years in a supervisory role.

• Experience managing IT service delivery (incident, problem, and change management).

• Strong knowledge of End User Computing (EUC), Point of Sale (POS), and network infrastructure.

• ITIL Foundation certification is a plus.

• Proficiency with IT service management tools (e.g., ServiceNow)

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here).  Benefits include Pension, Life Assurance, discretionary company bonus, 25 days’ holiday and, of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and restaurants and 40% discount on LEGO.

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.