Service Delivery Technician

Job Description

What you'll bring to the team

Service Delivery Technician

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 Technician will support the delivery of IT services across internal teams and managed service providers (MSPs). This role focuses on ensuring operational efficiency, maintaining service quality, and assisting with automation initiatives, all while working within an ITIL framework.

Service Support & Delivery

• Provide hands‑on technical support for internal IT services and MSP‑delivered services.
• Monitor service performance and ensure SLAs are met.
• Respond promptly to incidents, service requests and escalations.

Operational Efficiency

• Support process improvements and operational excellence initiatives.
• Identify and help implement automation opportunities.

ITIL Compliance

• Follow ITIL‑aligned processes for incident, problem and change management.
• Maintain accurate service records and documentation.

Collaboration & Communication

• Work closely with IT teams and MSPs to ensure smooth service delivery.
• Communicate clearly with stakeholders on service status and issues.

Governance & Compliance

• Ensure adherence to organisational policies, security standards and regulatory requirements.
• Assist with audits and reporting.

Qualifications & Experience

• ITIL Foundation certification (desirable)
• Technical qualifications or relevant experience in IT support or service delivery

Skills and Competencies

• Experience working in IT service support or operational environments
• Strong understanding of ITIL principles and service management processes
• Excellent troubleshooting and problem‑solving skills
• Ability to collaborate effectively with internal teams and external partners
• Strong communication and organisational capabilities

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
• 33 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