What youll bring to the team
Technology Operations Lead
Location: Chessington
Hours:40 hours per week
Contract:Permanent - Salaried
We’re transforming how we deliver technology across Merlin’s attractions and offices and we’re looking for a Technology Operations Lead to lead IT service delivery at Chessington World of Adventures. Reporting to the Regional Head of Technology Operations, you’ll manage a team of 4–6 technicians, act as the escalation point for critical incidents, and drive service improvements that keep our sites running smoothly
Service delivery
* Own day-to-day delivery of Chessingtons IT services, ensuring fast resolution and consistent service levels.
* Lead on incident and major incident management, acting as an escalation point and driving root-cause follow-up.
* Ensure compliance with technology policies, processes and operational standards (including ITIL-aligned ways of working).
* Use service performance data to identify trends, prioritise fixes and deliver continuous improvements.
Team leadership
* 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.
Stakeholders and suppliers
* Collaborate with regional stakeholders to understand operational needs and ensure IT services meet expectations.
* Run regular service reviews with stakeholders, sharing updates and gathering feedback to improve delivery.
* Manage interactions with vendors and suppliers to ensure high‑quality service delivery.
Projects and change
* 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
* Identify opportunities to improve IT services and implement efficiency measures.
* Anticipate and mitigate potential operational issues.
Qualifications & Experience
The ideal candidate would have recent experience managing a small team supporting the onsite technical needs of mid sized company. This role is purely focused on Chessington World of Adventures, experience looking after a region, while advantageous, isn’t completely necessary.
* 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.
Benefits
* ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
* Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service
* 33 days holiday (including bank holidays)
* Company bonus
* Private pension scheme
* 40% discount online off LEGO
* 25% discount in our on-site retail shops and restaurants
* Ongoing training and development opportunities
* Plus, many more...
If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.
Pay Range
Competitive
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