*Ruoli e responsabilità**\nMerlin is embarking on an exciting business transformation focused on sustainable growth,\nunderpinned 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\nHead of Technology Operations, this role oversees 4–6 Technology Operations Technicians\n(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.\n*Key Accountabilities**\nService Delivery and Operational Management\nService Oversight\nManage the delivery of IT services, ensuring issues are resolved promptly and service levels are consistently met within the region.\nIncident Management\nAct 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.\nMajor Incident Management\nTake an active role in major incident management, providing leadership throughout the process, and contributing to its continuous improvement.\nProcess Compliance\nEnsure adherence to Merlin Technology policies, procedures, and operational standards.\nPerformance Monitoring\nTrack service performance metrics and use data to identify and implement improvements.\nITIL Framework\nService delivery within the region is carried out in accordance with the ITIL framework.\nTeam Leadership and Development\nLead 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.\nStakeholder and Vendor Management\nCollaborate 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.\nProject Support and Implementation\nSupport 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.\nContinuous Improvement and Innovation\nIdentify opportunities to improve IT services and implement efficiency measures.Anticipate and mitigate potential operational issues.*Critical Interfaces (who Do You Work With)**\nInterfacing Role (Who you work with)\nNature of Interface (What you work on)\nHead of Technology Operations\nReporting, escalation handling, and strategic alignment.\nTechnology Operations\nTechnicians\nDirect supervision, guidance, and development.\nBusiness Stakeholders\nService delivery and operational support.\n*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**\nSoulfully Curious\nLeaders 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.\nResults Focused\nLeaders 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.\nExtraordinary Teammate\nLeaders who proactively collaborate, share knowledge, assist and support a wider community of peers across the organisation.Leaders who communicate clearly and respectfully, cele