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What you’ll bring to the team

Regional Head of Technology Operations – Europe

Location: Amsterdam or Hamburg (with regional travel) Career Level: B2 Function: Merlin Technology (Digital & Data until Jan 1st 2026) Reporting to: Global Technology Operations Director

Our Purpose

Bring joy, create connections, and make memories.

Our Vision

To be the global leader in branded entertainment destinations and the greatest place to work & play.

At Merlin Entertainments, we create world‑class experiences for millions of guests across the world. Technology plays a critical role in enabling those experiences and we’re now looking for a Regional Head of Technology Operations – EU to lead and elevate technology operations across our European estate.

The Role

As Regional Head of Technology Operations – EU, you will be accountable for the end‑to‑end performance of technology operations across Europe. You’ll ensure global technology strategies and standards are consistently implemented, while balancing regional needs, regulatory requirements and operational realities.

Acting as a key bridge between regional business leaders and the global technology function you’ll drive operational excellence, resilience, and continuous improvement ensuring our attractions and corporate teams are supported by reliable, high‑quality technology services.

What You’ll Be Responsible For

Strategic Leadership & Business Alignment

• Embed global technology strategies, standards and policies across the European region.
• Partner with global and regional peers to shape and evolve operational standards.
• Adapt global standards where required to meet local, cultural, linguistic and regulatory needs.
• Ensure compliance with Merlin Technology policies across all regional operations.

Operational Excellence

• Oversee workload, capacity and operational coverage across attractions and corporate offices.
• Champion a culture of reliability, service excellence and continuous improvement.
• Drive process optimisation, automation and adoption of best practices.

Service Delivery & Support

• Ensure seamless, consistent technology support for all regional business units.
• Lead incident, problem and change management to minimise disruption and maximise availability.
• Maintain high service levels and a strong end‑user experience across the region.

Performance & Reporting

• Monitor, analyse and report on operational performance against agreed KPIs and metrics.
• Use data‑driven insights to inform decisions and drive measurable improvements.
• Provide clear, transparent reporting to senior stakeholders.

Stakeholder Management

• Act as the primary regional point of contact for technology operations.
• Build strong partnerships with senior leaders, vendors and service providers.
• Develop and maintain regional technology roadmaps aligned to business objectives.
• Communicate progress, milestones, risks and challenges clearly and regularly.

Compliance & Risk

• Ensure operations comply with legal, regulatory and security requirements across Europe.
• Identify, assess and mitigate operational and technology risks.

Team Leadership & Development

• Lead, mentor and develop high‑performing regional technology teams.
• Promote collaboration, knowledge‑sharing and professional growth.
• Champion diversity, equity and inclusion across the function.

Who you’ll work with

• VP Technology Operations – strategic alignment, performance reporting, escalation management
• Hub Team Managers – operational leadership and team development
• Senior Regional Leaders – aligning technology initiatives with business goals

Qualifications & Experience What we’re looking for

Experience & Qualifications

• 10+ years’ experience in IT operations, including 5+ years in senior leadership roles.
• Proven success in service delivery management, stakeholder engagement and team leadership.
• Experience managing complex IT environments (EUC, POS, networks).
• Strong knowledge of ITIL and hands‑on experience with tools such as ServiceNow.
• Track record of driving operational efficiency and continuous improvement.
• Degree in IT, Business Administration, or a related field (preferred).

Skills & Competencies

• Strategic mindset with the ability to align operations to business goals.
• Inspirational leadership across diverse, multi‑site teams.
• Operational excellence focus with strong service‑level management capability.
• Exceptional communication skills at all organisational levels.
• Innovative and proactive, always seeking smarter ways of working.
• Strong problem‑solver, confident managing complexity and escalations.

How we lead at Merlin

We’re looking for leaders who demonstrate our core behaviours:

• Soulfully Curious – open‑minded, inquisitive and eager to learn
• Results Focused – accountable, decisive and outcomes‑driven
• Extraordinary Teammate – collaborative, inclusive and supportive
• Develops People – committed to coaching, growth and long‑term talent development

Why join Merlin?

You’ll play a pivotal role in shaping technology operations across some of the world’s most iconic entertainment brands in a business that values purpose, people and performance in equal measure.

If you’re a senior technology operations leader ready to make a regional impact at scale, we’d love to hear from you.

Benefits Pay Range

Competitive

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