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- Tasks: Lead service delivery operations and enhance guest experiences at iconic attractions.
- Company: Join Merlin Entertainments, a leader in creating unforgettable memories.
- Benefits: Enjoy free attraction tickets, discounts, and 28 days holiday.
- Why this job: Be part of a digital transformation that shapes the future of entertainment.
- 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 ÂŁ 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 (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
Contact Detail:
Merlin Entertainments 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 inside out. Understand their values, recent projects, and how they align with your skills in service delivery management. We want you to walk in feeling confident and ready to show them why you’re the perfect fit!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your answers. Focus on showcasing your experience with ITIL frameworks and service governance, as these are key for the role. We believe in you, so let’s nail that interview!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s get you on board and start creating unforgettable guest experiences together!
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 automation and operational efficiency.
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 Merlin.
Showcase Your Achievements: When detailing your experience, focus on achievements rather than just responsibilities. Use metrics to demonstrate your impact, like improvements in service delivery or successful automation initiatives. We love seeing quantifiable 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 us you’re keen on joining the Merlin family!
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 at Merlin.
✨Showcase Your Service Delivery Experience
Prepare specific examples from your previous experience that highlight your ability to manage service delivery operations. Discuss any challenges you faced and how you overcame them, especially in relation to SLAs and vendor management.
✨Demonstrate Your Analytical Skills
Be prepared to talk about how you've used data to drive improvements in service delivery. Bring examples of KPIs you've monitored and how you've identified trends to optimise processes. This will show your analytical approach is right for the role.
✨Build Rapport with Stakeholders
Since strong communication and stakeholder engagement are key, think of ways you've successfully built relationships in the past. Prepare to discuss how you would communicate service performance updates and improvement plans to senior stakeholders at Merlin.
