Ph3Ruoli e responsabilità /h3pMerlin 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. /ph3KEY ACCOUNTABILITIES /h3ulliService 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. /liliIncident 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. /liliMajor Incident Management: Take an active role in major incident management, providing leadership throughout the process, and contributing to its continuous improvement. /liliProcess Compliance: Ensure adherence to Merlin Technology policies, procedures, and operational standards. /liliPerformance Monitoring: Track service performance metrics and use data to identify and implement improvements. /liliITIL Framework: Service delivery within the region is carried out in accordance with the ITIL framework. /li /ululliTeam Leadership and Development — Lead a team of 4–6 Technicians providing guidance, support, and development opportunities. /liliAssess team capabilities and implement training plans to address gaps and enhance performance. /liliCreate a collaborative and motivated team environment, aligned with organisational values. /liliProvide regular updates to the team and ensure alignment with regional and organisational objectives. /li /ululliStakeholder and Vendor Management — Collaborate with regional stakeholders to understand operational needs and ensure IT services meet expectations. /liliCarry out regular business reviews, updating stakeholders and seeking feedback on service delivery. /liliManage interactions with vendors and suppliers to ensure high-quality service delivery. /li /ululliProject Support and Implementation — Support the implementation of local and IT projects, ensuring alignment with broader strategies. /liliManage changes to systems and services, ensuring minimal disruption to operations. /liliMaintain accurate operational and technical documentation. /li /ululliContinuous Improvement and Innovation — Identify opportunities to improve IT services and implement efficiency measures. /liliAnticipate and mitigate potential operational issues. /li /ulh3CRITICAL INTERFACES (WHO DO YOU WORK WITH) /h3pInterfacing Role (Who you work with) Nature of Interface (What you work on) /pulliHead of Technology Operations — Reporting, escalation handling, and strategic alignment. /liliTechnology Operations Technicians — Direct supervision, guidance, and development. /liliBusiness Stakeholders — Service delivery and operational support. /li /ulh3Qualifiche ed esperienza /h3pbEXPERIENCE AND QUALIFICATIONS /b /pulliMinimum 5+ years of experience in IT operations, with at least 2 years in a supervisory role. /liliExperience managing IT service delivery processes, including incident, problem, and change management. /liliTechnical expertise in EUC (End User Computing), POS (Point of Sale), and network infrastructure. /liliITIL Foundation certification preferred. /liliProficiency with IT service management tools like ServiceNow. /li /ulh3SKILLS AND COMPETENCIES /h3ulliLeadership and Team Management: Ability to lead, mentor, and develop a highperforming team. /liliOperational Focus: Strong organisational skills to manage competing priorities effectively. /liliCommunication: Clear and effective communication skills for engaging with team members and stakeholders. /liliProblem-Solving: Analytical skills to identify and resolve complex operational issues. /liliCustomer Focus: Dedication to delivering high-quality service to internal and external stakeholders. /liliAdaptability: Analytical Flexibility to respond to dynamic operational challenges and changing priorities. /li /ulh3LEADERSHIP BEHAVIOURS /h3pSoulfully 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. /ppResults 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. /ppExtraordinary 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. /ppDevelops 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. /ph3Benefici /h3pSarai 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 tempo pieno a tempo indeterminato. /ppSistema 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. /ppDurante la stagione avrai modo di partecipare ad alcune opportunità di Team Building e divertenti eventi aziendali dedicati esclusivamente allo Staff. /ppAvrai a disposizione il Magic Pass, che ti darà diritto ad alcuni ingressi gratuiti per Gardaland e per gli altri Parchi Merlin. /ppPotrai usufruire di sconti nei punti FB e Retail presenti all\'interno del Resort. /ppPer 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 /pp#LI-IM1 /ph3Fascia di retribuzione /h3pCompetitive /p /p #J-18808-Ljbffr