Observability Manager

Merlin Entertainments; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Merlin Annual Passes

Merlin Magic Pass

33 days holiday

Company bonus

Private pension scheme

40% LEGO discount

25% discount on-site shops

Job summary

Merlin Entertainments is seeking an Observability Manager to lead end-to-end visibility of IT services. You will drive the observability strategy across infrastructure, applications, and services, enabling proactive monitoring and faster incident detection.

Responsibilities include governance of tooling, integration with ITSM, and reporting KPIs to stakeholders. A strong background in monitoring tools and ITIL is required, with hybrid London-based work.

Qualifications

• Deep understanding of monitoring frameworks and telemetry.
• Hands-on with enterprise monitoring tools.
• Proven ability to drive operational excellence via proactive monitoring.

Responsibilities

• Define and lead the observability strategy and roadmap across infra, apps, and services.
• Deliver scalable observability solutions using metrics, logs, traces and events.
• Enable proactive monitoring and faster incident detection and resolution.

Skills

Observability concepts

Analytical thinking

Stakeholder comms

Monitoring automation

Education

ITIL Foundation

Tools

LogicMonitor

ManageEngine

ServiceNow

AWS CloudWatch

Azure Monitor

Job description

Location: London/Hybrid

Hours: 37.5 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 Observability Manager is responsible for enabling deep, end-to-end visibility of IT services to support effective Incident, Major Incident, Problem, Change, and Service Improvement practices.

Responsibilities

• Define and lead the observability strategy, standards, and roadmap across infrastructure, applications, and services.
• Deliver scalable observability solutions using metrics, logs, traces, and events to improve service visibility and performance.
• Enable proactive monitoring, predictive alerting, and faster incident detection, diagnosis, and resolution.
• Support Major Incident and Problem Management through real-time insights and evidence-based root cause analysis.
• Use observability data to drive service improvement, automation, and shift-left opportunities.
• Own observability tooling, platform governance, onboarding standards, and lifecycle management.
• Ensure integration with ITSM, CMDB, and service mapping to strengthen service models and impact assessment.
• Track platform usage, costs, KPIs, and outcomes, providing clear reporting to technology and business stakeholders.
• Work closely with Service Delivery, Engineering, Operations, and third-party partners to maximise operational value.
• Ensure observability practices align with security, compliance, and regulatory requirements.

Qualifications & Experience

• Deep understanding of monitoring frameworks, telemetry, and observability concepts.
• Hands-on experience with enterprise monitoring tools (e.g., LogicMonitor, ManageEngine, ServiceNow).
• Proven ability to deliver operational excellence through proactive monitoring and automation.
• Strong analytical and problem-solving skills.
• Effective stakeholder management and communication skills.
• ITIL Foundation (or higher) certification.
• Vendor-specific certifications in monitoring tools (e.g., ServiceNow, LogicMonitor).
• Knowledge of cloud monitoring platforms (AWS CloudWatch, Azure Monitor) is desirable.

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 [e-mail] and one of the team will get back to you as soon as possible.

Pay Range: Competitive