Observability Manager

Merlin Entertainments - Corporate; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Merlin Annual Passes

Merlin Magic Pass

33 days holiday

Company bonus

Private pension

Lego discount 40%

Retail & dining discounts

Training & development

Job summary

Merlin Entertainments is seeking an Observability Manager in London on a hybrid basis. The role focuses on end-to-end visibility of IT services to support incident, problem, change and service improvement practices.

Responsibilities include defining strategy, delivering scalable observability solutions, proactive monitoring and real-time insights to drive service improvement and cost efficiency. Strong collaboration with Service Delivery, Eng.

Qualifications

• Deep understanding of monitoring frameworks and observability concepts.
• Hands-on experience with enterprise monitoring tools.
• Proven ability to deliver operational excellence through proactive monitoring and automation.
• Strong analytical and problem-solving skills.

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, predictive alerting and faster incident detection.
• Support Major Incident and Problem Management with root cause analysis.
• Own tooling, governance, onboarding standards and lifecycle management.

Skills

Observability concepts

Proactive monitoring

Problem solving

Stakeholder mgmt

Analytics

Automation

Education

ITIL Foundation

Vendor monitoring certifications

Tools

LogicMonitor

ManageEngine

ServiceNow

AWS CloudWatch / Azure Monitor

Job description

What you'll bring to the team

Observability Manager

Location:London/Hybrid

Hours: 37.5 hours per week

Contract:Permanent - Salaried

AtMerlin 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