Service Delivery Manager

Job Description

What you'll bring to the team

Service Delivery Manager

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.

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.

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