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For Companies At a Glance
- Tasks: Lead service delivery operations and optimise processes for unforgettable guest experiences.
- Company: Join Merlin Entertainments, a leader in creating joy and memorable connections.
- Benefits: Enjoy free attraction tickets, generous holiday, and an annual pass for you and loved ones.
- Why this job: Be part of a digital transformation that enhances guest journeys at iconic destinations.
- Qualifications: ITIL Foundation certification and experience in service delivery management required.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
The predicted salary is between 36000 - 60000 £ per year.
Location: Hours: 40 hours per week Contract: Permanent - Salaried 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.
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.
Qualifications & Experience
- 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.
Skills and Competencies
- 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.
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.
- 28 days holiday.
Service Delivery Manager in London employer: Merlin Entertainments
Contact Detail:
Merlin Entertainments Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on showcasing your experience in service delivery management and how you can contribute to their digital transformation journey.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining us at Merlin and ready to bring joy to our guests!
We think you need these skills to ace Service Delivery Manager in London
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 at Merlin Entertainments.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're passionate about enhancing guest experiences through technology. Share specific examples of how you've driven automation or improved service delivery in the past.
Showcase Your Communication Skills: Since strong communication is crucial for this role, make sure your application reflects your ability to engage with stakeholders. Use clear and concise language to demonstrate your analytical approach and hands-on experience.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it’s the best way to stay updated on your application status!
How to prepare for a job interview at Merlin Entertainments
✨Know Your ITIL Inside Out
Since the role heavily revolves around ITIL principles, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL frameworks in past roles and how they can enhance service delivery.
✨Showcase Your Service Delivery Experience
Prepare specific examples from your previous roles where you successfully managed service delivery operations. Highlight your experience with KPIs, SLAs, and any automation initiatives you've driven to improve efficiency.
✨Communicate Like a Pro
Strong communication skills are key for this position. Practice articulating your thoughts clearly and confidently, especially when discussing complex topics like vendor management or performance tracking.
✨Build Relationships in the Interview
Demonstrate your ability to build strong relationships by engaging with your interviewers. Ask insightful questions about their teams and processes, showing that you're genuinely interested in collaboration and alignment.
