Job Description

Regional Head of Technology Operations - EU

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Location (Country-County-City) NL-Amsterdam
Job Locations NL-Amsterdam | DE-Hamburg
ID
2025-11029
Employment Type
Full-Time
Offer/Contract Type
No End Date
Location Name
Madame Tussauds Amsterdam

What you'll bring to the team

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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

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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

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Pay Range

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Competitive