ROLE SUMMARY

IT Hub Manager - North East is responsible for managing the delivery of IT services within their assigned region, ensuring alignment with business objectives and organizational standards. Reporting to the Digital and Data IT Director, this role oversees 4–6 Operations Analysts and Engineers and ensures seamless operational support for the organization’s attractions and offices. The IT Manager – North East drives service excellence, fosters team development, and contributes to the success of the digital and data 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.

• 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.

Team Leadership and Development

• Team Management

Lead a team of 4–6 Operations Analysts, providing guidance, support, and development opportunities.

• Skill Development

Assess team capabilities and implement training plans to address gaps and enhance performance.

• Engagement 

Create a collaborative and motivated team environment, aligned with organizational values.

• Communication

Provide regular updates to the team and ensure alignment with regional and organizational objectives.

Stakeholder and Vendor Management

• Business Engagement

Collaborate with regional stakeholders to understand operational needs and ensure IT services meet expectations.

• Vendor Relationships

Manage interactions with vendors and suppliers to ensure high-quality service delivery.

Project Support and Implementation

• Project Execution

Support the implementation of local and regional IT projects, ensuring alignment with broader strategies.

• Change Management

Manage changes to systems and services, ensuring minimal disruption to operations.

• Documentation

Maintain accurate operational and technical documentation.

Continuous Improvement and Innovation

• Service Enhancements 

Identify opportunities to improve IT services and implement efficient measures.

• Proactive Problem-Solving 

Anticipate and mitigate potential operational issues.

EXPERIENCE AND QUALIFICATIONS

• 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 highly performing team.
• Operational Focus: Strong organizational 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.

MERLIN VALUES

We Care

• 
  Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction.
• Uphold uncompromising standards of safety, security, and welfare, prioritizing the well-being of everyone.
• Actively contributes to making a positive impact on the environment and local communities, demonstrating social responsibility in all decisions.

 .

Own Your Craft

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both the industry and the broader world to keep at the cutting edge of entertainment.

Drive and Discover

• Take ownership of your work, delivering excellence by seeing tasks through to completion.
• Prioritize tasks that have the greatest impact, focusing on quality over quantity.
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation.

Go Together

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.

Benefits of Merlin Entertainments

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities