Technology Operations Manager - South Europe (based in Gardaland - Italy)

Ruoli e responsabilità

Merlin is embarking on an exciting business transformation focused on sustainable growth, underpinned by technological leaps in capability. The Technology Operations Manager is responsible for managing the delivery of IT services within their assigned region, ensuring alignment with business objectives and organisational standards. Reporting to the Regional Head of Technology Operations, this role oversees 4–6 Technology Operations Technicians (depending on location) and ensures seamless operational support for the organisation’s attractions and offices. The role drives service excellence, fosters team development, and contributes to the success of the technology strategy.

Key Accountabilities

• Service Delivery and Operational Management
  • Service Oversight: Manage the delivery of IT services, ensuring issues are resolved promptly and service levels are consistently met within the region.
  • Incident Management: Act as the escalation point for critical incidents, ensuring resolution and root cause analysis primarily within the region and supporting other regional teams based on time zone availability.
  • Major Incident Management: Take an active role in major incident management, providing leadership throughout the process and contributing to its continuous improvement.
  • Process Compliance: Ensure adherence to Merlin Technology policies, procedures, and operational standards.
  • Performance Monitoring: Track service performance metrics and use data to identify and implement improvements.
  • ITIL Framework: Service delivery within the region is carried out in accordance with the ITIL framework.
• Team Leadership and Development
  • 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.
• Stakeholder and Vendor Management
  • Collaborate with regional stakeholders to understand operational needs and ensure IT services meet expectations.
  • Carry out regular business reviews, updating stakeholders and seeking feedback on service delivery.
  • Manage interactions with vendors and suppliers to ensure high-quality service delivery.
• Project Support and Implementation
  • 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 and Innovation
  • Identify opportunities to improve IT services and implement efficiency measures.
  • Anticipate and mitigate potential operational issues.

Critical Interfaces (who Do You Work With)

• Head of Technology Operations - Reporting, escalation handling, and strategic alignment.
• Technology Operations Technicians - Direct supervision, guidance, and development.
• Business Stakeholders - Service delivery and operational support.

Qualifiche ed esperienza

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.

Skills And Competencies

• Leadership and Team Management: Ability to lead, mentor, and develop a high performing team.
• Operational Focus: Strong organisational skills to manage competing priorities effectively.
• Communication: Clear and effective communication skills for engaging with team members and stakeholders.
• Problem‑Solving: Analytical skills to identify and resolve complex operational issues.
• Customer Focus: Dedication to delivering high-quality service to internal and external stakeholders.
• Adaptability: Analytical Flexibility to respond to dynamic operational challenges and changing priorities.

LEADERSHIP BEHAVIOURS

• Soulfully Curious: Levers who seek new knowledge, explore diverse perspectives, and show a genuine interest in learning about complex issues; ask questions with positive intent and remain open to new ideas.
• Results Focused: Levers who set clear goals, prioritise tasks, regularly evaluate progress, and course‑correct in pursuit of desired outcomes; take accountability, learn from successes and failures, and commit to meeting/exceeding targets.
• Extraordinary Teammate: Levers who proactively collaborate, share knowledge, assist and support a wider community of peers across the organisation; communicate clearly and respectfully, celebrate others’ successes, and contribute to team performance and culture at an enterprise level.
• Develops People: Levers who positively support growth and advancement of others, provide and seek constructive feedback, coach their teams, create opportunities for skill development, nurture talent, and show genuine interest in personal growth of others.

Benefici

Sarai inserito/a in un gruppo di lavoro allegro, capace e coinvolgente, che ti darà la formazione necessaria per svolgere al meglio le tue attività. Offriamo un contratto di lavoro full time a tempo indeterminato.

Sistema incentivante STAR, pensato per favorire la collaborazione ed il riconoscimento tra colleghi, che prevede che ogni mese i dipendenti meritevoli, proprio su indicazione del Team, ricevano un premio economico e una sorpresa dedicata.

Durante la stagione avrai modo di partecipare ad alcune opportunità di Team Building e divertenti eventi aziendali dedicati esclusivamente allo Staff.

Avrai a disposizione il Magic Pass, che ti darà diritto ad alcuni ingressi gratuiti per Gardaland e per gli altri Parchi Merlin.

Potrai usufruire di sconti nei punti F&B e Retail presenti all’interno del Resort.

Per la tua pausa avrai la possibilità di usufruire della mensa aziendale con un piccolo importo o di acquistare il tuo pasto in uno dei punti vendita ad un prezzo agevolato.

Fascia di retribuzione

Competitive

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