Ph3Ruoli e responsabilità /h3 pMerlin 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. /p h3Key Accountabilities /h3 ul liService Delivery and Operational Management ul liService Oversight: Manage the delivery of IT services, ensuring issues are resolved promptly and service levels are consistently met within the region. /li liIncident 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. /li liMajor Incident Management: Take an active role in major incident management, providing leadership throughout the process and contributing to its continuous improvement. /li liProcess Compliance: Ensure adherence to Merlin Technology policies, procedures, and operational standards. /li liPerformance Monitoring: Track service performance metrics and use data to identify and implement improvements. /li liITIL Framework: Service delivery within the region is carried out in accordance with the ITIL framework. /li /ul /li liTeam Leadership and Development ul liLead a team of 4–6 Technicians providing guidance, support, and development opportunities. /li liAssess team capabilities and implement training plans to address gaps and enhance performance. /li liCreate a collaborative and motivated team environment, aligned with organisational values. /li liProvide regular updates to the team and ensure alignment with regional and organisational objectives. /li /ul /li liStakeholder and Vendor Management ul liCollaborate with regional stakeholders to understand operational needs and ensure IT services meet expectations. /li liCarry out regular business reviews, updating stakeholders and seeking feedback on service delivery. /li liManage interactions with vendors and suppliers to ensure high-quality service delivery. /li /ul /li liProject Support and Implementation ul liSupport the implementation of local and IT projects, ensuring alignment with broader strategies. /li liManage changes to systems and services, ensuring minimal disruption to operations. /li liMaintain accurate operational and technical documentation. /li /ul /li liContinuous Improvement and Innovation ul liIdentify opportunities to improve IT services and implement efficiency measures. /li liAnticipate and mitigate potential operational issues. /li /ul /li /ul h3Critical Interfaces (who Do You Work With) /h3 ul liHead of Technology Operations - Reporting, escalation handling, and strategic alignment. /li liTechnology Operations Technicians - Direct supervision, guidance, and development. /li liBusiness Stakeholders - Service delivery and operational support. /li /ul h3Qualifiche ed esperienza /h3 pMinimum 5+ years of experience in IT operations, with at least 2 years in a supervisory role. /p pExperience managing IT service delivery processes, including incident, problem, and change management. /p pTechnical expertise in EUC (End User Computing), POS (Point of Sale), and network infrastructure. /p pITIL Foundation certification preferred. /p pProficiency with IT service management tools like ServiceNow. /p h3Skills And Competencies /h3 ul liLeadership and Team Management: Ability to lead, mentor, and develop a high performing team. /li liOperational Focus: Strong organisational skills to manage competing priorities effectively. /li liCommunication: Clear and effective communication skills for engaging with team members and stakeholders. /li liProblem‑Solving: Analytical skills to identify and resolve complex operational issues. /li liCustomer Focus: Dedication to delivering high-quality service to internal and external stakeholders. /li liAdaptability: Analytical Flexibility to respond to dynamic operational challenges and changing priorities. /li /ul h3LEADERSHIP BEHAVIOURS /h3 ul liSoulfully Curious: Levers who seek new knowledge, explore diverse perspectives, and show a genuine interest in learning about complex issues; ask questions with positive intent and remain open to new ideas. /li liResults Focused: Levers who set clear goals, prioritise tasks, regularly evaluate progress, and course‑correct in pursuit of desired outcomes; take accountability, learn from successes and failures, and commit to meeting/exceeding targets. /li liExtraordinary Teammate: Levers who proactively collaborate, share knowledge, assist and support a wider community of peers across the organisation; communicate clearly and respectfully, celebrate others’ successes, and contribute to team performance and culture at an enterprise level. /li liDevelops People: Levers who positively support growth and advancement of others, provide and seek constructive feedback, coach their teams, create opportunities for skill development, nurture talent, and show genuine interest in personal growth of others. /li /ul h3Benefici /h3 pSarai 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. /p pSistema 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. /p pDurante la stagione avrai modo di partecipare ad alcune opportunità di Team Building e divertenti eventi aziendali dedicati esclusivamente allo Staff. /p pAvrai a disposizione il Magic Pass, che ti darà diritto ad alcuni ingressi gratuiti per Gardaland e per gli altri Parchi Merlin. /p pPotrai usufruire di sconti nei punti FB e Retail presenti all’interno del Resort. /p pPer 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. /p h3Fascia di retribuzione /h3 pCompetitive /p /p #J-18808-Ljbffr