Merlin Entertainments

About the Company

Follow us on Instagram: @Merlinentertainments

The greatest place in the world to work and play

Merlin Entertainments is the global leader in branded entertainment destinations. We create and deliver memorable, immersive brand experiences for over 60 million guests every year.

Merlin Entertainments has over 140 attractions worldwide, ranging from indoor attractions such as SEA LIFE and Madame Tussauds to iconic theme parks like LEGOLAND and Alton Towers Resort.

Working for Merlin Entertainments is unlike a job anywhere else. You could be counting penguins, protecting the sea, crafting the perfect celebrity eyebrows or making a child’s day magical. Not all of us have jobs in attractions, but we are all involved in fascinating work. Sound like fun? Join us, and be part of creating amazing memories for millions of people around the world.

Listed Jobs

Company Name

Merlin Entertainments

Job Title

ITSM Platform Lead

Job Description

**Job Title:** ITSM Platform Lead **Role Summary:** Strategic leadership of Merlin’s enterprise ITSM platform (primarily ServiceNow), driving global service delivery through platform optimization, integrations, and operational excellence. Focus on automation, process improvement, and alignment with business objectives. **Expectations:** - Own and develop the ITSM platform roadmap to support organizational goals. - Implement automation and enhancements to improve user experience and efficiency. - Ensure system stability, integration robustness, and performance alignment with business needs. **Key Responsibilities:** 1. Strategically lead platform design, configuration, and continuous improvement of ITSM modules/workflows. 2. Oversee integrations with systems (APIs, CMDB, monitoring tools) and third-party partners. 3. Manage vendor relationships, including licensing, compliance, and contract performance. 4. Collaborate with stakeholders to align ITSM capabilities with incident, change, problem, and CMDB processes. 5. Drive performance measurement, ROI evaluation, and lessons-learned reviews for platform enhancements. **Required Skills:** - Enterprise ITSM platform (e.g., ServiceNow) administration, development, and optimization. - Complex system integration and data-flow management. - CMDB, discovery tools, monitoring/alerting, and service catalog expertise. - Stakeholder communication and vendor-management capabilities. - Analytical problem-solving and cross-team collaboration in distributed environments. **Required Education & Certifications:** - ITIL Foundation certification (ITIL Intermediate/Expert preferred). - ServiceNow/ITSM platform certifications advantageous. - Proficiency in supplementary tools (Jira, Confluence, Smartsheets).

London, United kingdom

Hybrid

Senior

18-02-2026