Technology Operations Manager - South Europe (based in Gardaland - Italy)
Nome della posizione Gardaland Technical Services
Sedi di lavoro IT-Veneto-Garda
ID processo
2026-11914
Tipo di impiego
Salaried
Tipo di offerta/contratto
No End Date
Ubicazione (Paese-Stato-Città)
IT-Veneto-Garda
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 time
zone 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 to the team and ensure alignment with regional and organisational
objectives.
Stakeholder and Vendor Management
- Collaborate with regional stakeholders to understand operational needs and ensure IT
services meet expectations.
- Carry out regular business reviews, updating stakeholders and seeking feedback on
service delivery.
- Manage interactions with vendors and suppliers to ensure high-quality service delivery.
Project Support and Implementation
- 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 and Innovation
- Identify opportunities to improve IT services and implement efficiency measures.
- Anticipate and mitigate potential operational issues.
CRITICAL INTERFACES (WHO DO YOU WORK WITH)
Interfacing Role (Who you work
with)
Nature of Interface (What you work on)
Head of Technology Operations
Reporting, escalation handling, and strategic alignment.
Technology Operations
Technicians
Direct supervision, guidance, and development.
Business Stakeholders
Service delivery and operational support.
Qualifiche ed esperienza
EXPERIENCE AND QUALIFICATIONS
-
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.
SKILLS AND COMPETENCIES
- Leadership and Team Management: Ability to lead, mentor, and develop a high
performing team.
- Operational Focus: Strong organisational skills to manage competing priorities effectively.
- Communication: Clear and effective communication skills for engaging with team
members and stakeholders.
- Problem-Solving: Analytical skills to identify and resolve complex operational issues.
- Customer Focus: Dedication to delivering high-quality service to internal and external
stakeholders.
- Adaptability: Analytical Flexibility to respond to dynamic operational challenges and
changing priorities.
LEADERSHIP BEHAVIOURS
Soulfully Curious
- Leaders who seek out new knowledge, explore a diverse range of perspectives, and show
a genuine interest in learning about complex issues.
- Leaders who ask questions with positive intent show a willingness to learn and remain
open to new ideas.
Results Focused
- Leaders who set clear goals, prioritise tasks, regularly evaluate progress, and course
correct in pursuit of achieving desired outcomes.
- Leaders who take accountability, learn from both successes and failures, and demonstrate
a commitment to meeting or exceeding targets.
Extraordinary Teammate
- Leaders who proactively collaborate, share knowledge, assist and support a wider
community of peers across the organisation.
- Leaders who communicate clearly and respectfully, celebrate others' successes, and
contribute to team performance and culture at an enterprise level.
Develops People
- Leaders who positively support the growth and advancement of others, provide and seek
out regular constructive feedback
- Leaders who coach their teams, create opportunities for skill development, nurture talent
and take a genuine interest in the personal growth of others.
Benefici
Sarai inserito/a in un gruppo di lavoro allegro, capace e coinvolgente, che ti darà la formazione necessaria per svolgere al meglio le tue attività. Offriamo un contratto di lavoro full time a tempo indeterminato.
Sistema incentivante STAR, pensato per favorire la collaborazione ed il riconoscimento tra colleghi, che prevede che ogni mese i dipendenti meritevoli, proprio su indicazione del Team, ricevano un premio economico e una sorpresa dedicata.
Durante la stagione avrai modo di partecipare ad alcune occasione di Team Building e divertenti eventi aziendali dedicati esclusivamente allo Staff.
Avrai a disposizione il Magic Pass, che ti darà diritto ad alcuni ingressi gratuiti per Gardaland e per gli altri Parchi Merlin.
Potrai usufruire di sconti nei punti F&B; e Retail presenti all'interno del Resort.
Per la tua pausa avrai la possibilità di usufruire della mensa aziendale con un piccolo importo o di acquistare il tuo pasto in uno dei punti vendita ad un prezzo agevolato
#LI-IM1
Fascia di retribuzione
Competitive