What you'll 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 Chessington's 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 and one of the team will get back to you as soon as possible.
Pay Range
Competitive