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- Tasks: Lead IT service delivery and ensure top-notch guest experiences at our attractions.
- Company: Join Merlin Entertainments, where we create joy and unforgettable memories.
- Benefits: Enjoy free attraction tickets, generous holiday, and discounts on LEGO and dining.
- Why this job: Be part of a digital transformation that enhances guest journeys globally.
- Qualifications: ITIL certification and experience in service delivery management required.
- Other info: Dynamic role with opportunities for growth and ongoing training.
The predicted salary is between 36000 - 60000 £ per year.
At Merlin Entertainments, our purpose is simple but powerful: to bring joy, create connections and make memories. Merlin is embarking on an exciting Digital and Data Transformation focused on enhancing the end-to-end guest journey in our attractions. As we continue our ambitious global transformation journey, technology plays a critical role in enabling sustainable growth and unforgettable guest experiences across our iconic destinations.
The Service Delivery Manager will be responsible for ensuring the seamless delivery of IT services across both internal teams and managed service providers (MSPs). This role focuses on driving operational excellence, automation, and efficiency, ensuring high-quality outcomes aligned with business objectives and working within an ITIL framework.
Responsibilities:- Oversee day-to-day service delivery operations across internal teams and MSPs, ensuring adherence to SLAs and contractual obligations.
- Act as the primary point of contact for service performance and escalation management.
- Implement best practices and continuous improvement initiatives to optimise service delivery processes internally and externally.
- Monitor KPIs and service metrics, identifying trends and areas for improvement.
- Drive automation initiatives to reduce manual effort and improve service reliability.
- Collaborate with technical teams and MSPs to identify opportunities for process optimisation and tool integration.
- Ensure all service delivery processes align with ITIL principles and practices.
- Champion ITIL-based governance, including incident, problem, change, and service level management.
- Build strong relationships with internal teams and external service providers to ensure alignment on objectives.
- Communicate service performance updates and improvement plans to senior stakeholders.
- Ensure compliance with organisational policies, security standards, and regulatory requirements.
- Maintain accurate documentation of processes, contracts, and performance reports.
- ITIL Foundation certification.
- Experience with ITSM platforms (e.g., ServiceNow).
- Proven experience in service delivery management within IT or technology operations.
- Strong understanding of managed service provider models and vendor management.
- Expertise in ITIL frameworks, service governance, and operational best practices.
- Proven capability to drive automation and operational efficiency initiatives.
- Strong communication, negotiation, and stakeholder engagement skills.
- Analytical approach with hands-on experience in performance tracking and reporting.
- ‘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.
- 28 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
Service Delivery Manager employer: Merlin Entertainments - Corporate
Contact Detail:
Merlin Entertainments - Corporate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Manager role.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. Understand their digital transformation goals and think about how your experience aligns with their needs. We want you to walk in feeling confident and ready to showcase how you can drive operational excellence at Merlin!
✨Tip Number 3
Practice your answers to common interview questions, especially around ITIL frameworks and service delivery management. We recommend doing mock interviews with friends or using online platforms to get comfortable with articulating your thoughts clearly and confidently.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar. And remember, apply through our website for the best chance of getting noticed!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience with ITIL frameworks and service delivery management, as these are key for us. Use specific examples that showcase your skills in driving operational excellence and automation.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for enhancing guest experiences and how your background aligns with our digital transformation goals. Keep it engaging and personal, showing us why you’re the perfect fit for the team.
Showcase Your Achievements: When detailing your experience, focus on achievements rather than just responsibilities. Use metrics to demonstrate how you've improved service delivery or driven efficiency in previous roles. We love seeing tangible results!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Merlin Entertainments!
How to prepare for a job interview at Merlin Entertainments - Corporate
✨Know Your ITIL Inside Out
As a Service Delivery Manager, you'll need to demonstrate a solid understanding of ITIL principles. Brush up on your ITIL knowledge and be ready to discuss how you've applied these frameworks in previous roles. Think about specific examples where you’ve driven operational excellence or implemented best practices.
✨Showcase Your Automation Skills
Merlin is keen on driving automation initiatives, so come prepared with examples of how you've successfully reduced manual effort in service delivery. Be ready to discuss the tools you've used and the impact they had on service reliability and efficiency.
✨Build Relationships, Even Virtually
Strong communication and stakeholder engagement skills are crucial for this role. Prepare to talk about how you've built relationships with internal teams and external service providers. Share specific instances where your collaboration led to improved service delivery outcomes.
✨Be Data-Driven
Since monitoring KPIs and service metrics is part of the job, be ready to discuss how you've tracked performance in the past. Bring examples of how you've identified trends and areas for improvement, and how those insights led to actionable changes in service delivery.
