Ruoli e responsabilità
Merlin is embarking on an exciting business transformation focused on sustainable growth, underpinned by technological leaps in capability. The Technology Operations Manager is responsible for managing the delivery of IT services within their assigned region, ensuring alignment with business objectives and organisational standards. Reporting to the Regional Head of Technology Operations, this role oversees 4–6 Technology Operations Technicians (depending on location) and ensures seamless operational support for the organisation’s attractions and offices. The role drives service excellence, fosters team development, and contributes to the success of the technology strategy.
KEY ACCOUNTABILITIES
- Service Delivery and Operational Management — Service Oversight: Manage the delivery of IT services, ensuring issues are resolved promptly and service levels are consistently met within the region.
- Incident Management: Act as the escalation point for critical incidents, ensuring resolution and root cause analysis primarily within the region and supporting other regional teams based on timezone availability.
- Major Incident Management: Take an active role in major incident management, providing leadership throughout the process, and contributing to its continuous improvement.
- Process Compliance: Ensure adherence to Merlin Technology policies, procedures, and operational standards.
- Performance Monitoring: Track service performance metrics and use data to identify and implement improvements.
- ITIL Framework: Service delivery within the region is carried out in accordance with the ITIL framework.
- Team Leadership and Development — 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